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 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, set your schedule as you normally would as Delivery Only offers will come through alongside Shop and Deliver orders but will display a "Delivery Only" label on the order offer 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 to add it to your schedule. 

Once claimed, the order will appear alongside any other claimed orders on the My Orders screen. 

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 you complete different steps in the process, scroll to the bottom of the Order Details screen to mark each listed action item as complete, including:

  • Arrived at store
  • Mark as picked up
  • Mark as delivered

When should I communicate with Delivery Only customers?

A best practice is to notify the customer when you're on the way to deliver the order, this is a great way to provide excellent customer service and ensure they are prepared to accept the delivery*. Shoppers will not be prompted to send an On The Way text, 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 texting and calling. If you're unable to reach them, contact Shipt HQ.

*Note: Some retailers may require shoppers to communicate with their customers. Click here to review retailer specifics.

What should I do with the receipt?

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? 

With the current state of COVID-19, 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. It is recommended to send the customer a picture of the delivery at their door to confirm the delivery.

If a Delivery Only order does not have the “drop off” label, shoppers may ask the customer when sending the On The Way text 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 prescription and 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: IDs are required to be scanned and a digital signature collected for all alcohol delivery orders. Click here to review the alcohol delivery process.

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? 

Delivering hot and cold items at their proper temperatures is an important part of providing a positive customer experience — keeping food items bagged well and at their ideal temperatures helps prevent spoilage and harmful bacteria from growing and multiplying.

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. Plus when a customer sees that you used insulated bags, it helps build their confidence in your service!

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