Delivery Only Orders FAQ

What are Delivery Only orders?

Delivery Only is a service offered by Shipt for a variety of retail partners across the country where shoppers are able to pick up a ready-to-go order from the retailer — no shopping required — and then deliver the order to the customer.

These orders often make great options for pairing together with other orders to be delivered during the same delivery window since they can be completed quickly.

Keep in mind, Delivery Only orders are placed through the retailer and by retailer customers, so delivery processes will differ from other order types where Shipt members place orders through the Shipt app or website.

How can I receive offers for Delivery Only orders?

All shoppers are able to receive offers for Delivery Only orders and claim them to be added to their schedule. To receive Delivery Only orders, indicate your availability on the Schedule screen. To identify a Delivery Only order, look for the "Delivery Only" label on the order card.

You’ll be able to review the following information for a Delivery Only order from the order offer card:

  • Delivery window
  • Estimated drive time, which is the time it should take you to arrive at the delivery location from the store
  • Estimated pay
  • Store zone and address
  • Delivery address and map

After reviewing an order, tap Claim order to add it to your schedule.*

Once claimed, the order will appear alongside any other claimed orders on the My Orders screen.
*Note: Shoppers may claim up to 4 Delivery Only orders with the same designated delivery window. To learn more, click here

What do I need to do to prepare for a Delivery Only order?

When you're getting ready to start a Delivery Only order, a best practice is to review the Order Details screen to set yourself up for success and plan your route ahead. The Order Details screen will provide you with the following information:

  • Estimated Delivery Time
  • Delivery Window
  • Store location address
  • Pick-up instructions
  • Delivery address
  • Customer contact information 
  • Delivery notes (i.e. gate code info)

As a best practice, you should arrive at the store 15 minutes before the delivery window begins—this will ensure that you have time to pack appropriate items into cooler bags and get to the customer’s delivery address on time. If you arrive earlier than 15 minutes before the delivery window, the store may not have the order ready. To determine the amount of time required for pickup and delivery, shoppers should check the drive time to and from the store.

What are the in-app steps for completing a Delivery Only order?

The Order Progress section will show the steps toward delivery and reflect your progress along the way.

  • Action items will appear at the bottom of the screen and update as you complete each step.
    • When you're ready to start an order and head to the store, scroll to the bottom of the Order Details screen and complete the Swipe and head to store action.
    • When you have arrived at the store, tap Arrived at store.
    • When you have successfully picked up the order, tap Marked as picked up.
    • When you've arrived at the delivery location, tap Mark as arrived.
    • When you have delivered the order to the customer, complete the Swipe to mark as delivered action.

After you have marked an order as delivered, the order will be complete.

When should I communicate with Delivery Only customers?

Most retailers require that shoppers communicate with customers when on the way to deliver the order and at delivery. This is also great way to provide excellent customer service and ensure customers are prepared to accept the delivery. Shoppers will not be prompted to send an On The Way message, so consider using the example below or craft your own:

"Hi ______, I've just picked up your order from _______, and I'm on my way to deliver your order!"

If the customer is not at the delivery address upon arrival, try messaging and calling. If you're unable to reach them, contact Shipt HQ.

What should I do with the printed store receipt for Delivery Only orders?

Receipts for Delivery Only orders should be passed on to the customer since they are ordering directly from the retailer and not through Shipt. A best practice would be to place the receipt in one of the bags if it is handed to you at pickup.

Can Delivery Only orders be dropped off? 

Some Delivery Only orders may be drop-off orders, where the order may be dropped off outside the customer’s door — these orders can be identified by the "drop off" label on the order offer card. For these orders, the app will prompt you to take and submit a photo of the order at the customer's door. For more information on this process, click here

If a Delivery Only order does not have the “drop off” label, shoppers may ask the customer when sending the On The Way message if it would be alright to do a door drop-off delivery out of an abundance of caution. However, if an order does not display the "drop off" label or the customer has not approved a door drop-off delivery, you should hand off the order to the customer directly. 

Orders that require a signature, including alcohol* deliveries, should not be dropped off, even at the customer’s request. Shoppers should contact customers prior to delivery to ensure someone will be available to accept the order. At the time of delivery, shoppers are permitted to sign on behalf of the customer for Prescription Delivery orders but cannot sign for alcohol delivery orders and should collect a digital signature from the customer. 

*Note: ID verification and customer signature are both required for all alcohol delivery orders. Click here to review the alcohol delivery process.

How many Delivery Only orders can I claim per delivery window?

To ensure orders are able to be successfully released at the store and be delivered on time, shoppers may claim up to 4 Delivery Only orders with the same designated delivery window (ex: "6–7pm"). Shoppers may choose to claim additional time-flexible Delivery Only orders, which do not have a designated delivery window (ex: "Deliver by7 pm"), to be completed with other orders that may have similar store and delivery locations.
*Note: Certain Delivery Only retailers may have specific offering and claiming policies, which are listed in their individual Shopper Hub articles.

What should I do if the customer doesn't seem to be home for an order that needs to be handed off directly to them?

Orders requiring a signature or do not have a drop-off label should be handed off to the customer. If no one seems to be home at the time of delivery, try and make at least one attempt to call the customer. If you are still unable to reach them, you should call Shopper Support and return the order to the pick-up area at the store. When returning an order to the store, it is recommended to get the name of the store associate you return the order to in case there are any questions about that order later on.

How can I keep cold items from thawing and potentially spoiling before delivery? 

Placing temperature-sensitive items in insulated cooler bags while the order is being loaded into your car will help ensure those items can be maintained at the proper temperature throughout delivery.

Can I receive tips for Delivery Only orders?

Certain Delivery Only retailers offer tipping options for their customers, and it is up to the customer to leave a tip for their delivery if they are prompted during checkout. Therefore, you may receive tips for some Delivery Only orders, however, it is not guaranteed for all orders.

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