Smartandfinal.com Prepaid Orders

Same-day delivery for Smartandfinal.com Prepaid orders is a service provided by Shipt. 

Here's a quick overview of how this service works:

  • An individual places a same-day delivery order through Smartandfinal.com and selects a designated delivery window for their order to be delivered
  • A Shipt shopper claims the Smartandfinal.com Prepaid order, goes to the specified Smart & Final store to shop for the requested items and then delivers the order to the customer during the designated delivery window
  • To ensure a seamless audit process and the best chance to find all the requested items, a best practice is to shop the order at the location listed in the app

The shopping process for Smartandfinal.com Prepaid orders is very similar to regular Shop & Deliver orders, but with a few differences that are important to know. 
 
Smartandfinal.com Prepaid orders will have a blue Prepaid label.

Note: Because Prepaid Orders are placed through smartandfinal.com and not Shipt’s website or app, these orders will not be eligible for online tips. Shipt Shoppers will still be able to receive cash tips on these orders.


Using the Barcode Scanner

When scanning items, be sure to scan the barcode on the item. The barcodes on shelf tags are different so the Shopper App won’t recognize the associated item. Scanning shelf tags will cause an error and the item will not be deliverable.



Checking Out with a Smartandfinal.com Order

Once you are done shopping, you will be ready to check out. After shopping for the last item, a screen containing step-by-step instructions will display to provide guidance toward a successful Smart & Final Prepaid checkout process.

For Smartandfinal.com orders, you will NOT need to:

  • Scan items at the register
  • Upload a picture of/scan the receipt's barcode
  • Enter an order total as you would with other Shop & Deliver orders
  • Use your Shipt card for payment at any point
  • Pay for bags in store 

Note: We recommend wearing a Shipt shirt to help Smart & Final associates quickly identify that you are a Shipt Shopper.

How to check out:

  • Tap Check Out to begin the check out process 
  • If there are items in the Cart that are not able to be delivered while starting the check out process, an error message will appear requesting that the item be returned to the shelf. Upon receipt of this message, shoppers should return the listed items back to the appropriate shelf in the store and then tap the Items Returned button— shoppers should not leave the store with any of the items listed in the error message.
  • The app will display a digital receipt with all the processed items (see picture below)
  • Once the order is processed, shoppers will head over to any checkout lane to complete an order audit with a store associate. Shoppers do not need to put any of the items on the conveyor belt and should let the store associate know that they have a Smartandfinal.com order.
  • The store associate will use the shopper’s phone to validate the physical items against the digital receipt in the shopper app.
  • If there is alcohol on the order, shoppers will need to provide their ID for the store associate to verify.
    Note: Alcohol delivery certified shoppers can deliver alcohol in all California metros and Phoenix only.
  • Once the store associate has validated all of the items, they will bag the order and hand it off to the shopper for delivery!

Note: In locations with bag fees, there will not be a prompt to enter a bag fee when processing the order in the app.




How are substitutions or additional requests handled on Smartandfinal.com orders?

Substituting items on a Smartandfinal.com order works just the same as a normal order. Communicate with the customer about the out of stock item, and scan the barcode of the substitution to add it. 

For additional items the customer asks you to add to their order via text, as long as the item is in the catalog, it can be added to the order. Scan the barcode on the item to add it to the order. If you receive an error when processing the order, items that are not in the catalog will be flagged and you will not be able to deliver that item to the customer.


What should shoppers do if the ID scanner fails?

If the scanner fails at delivery, shoppers should manually verify the customer’s ID, get their signature on a piece of paper, and send a photo of it to shoppers@shipt.com.


Do shoppers need to return items on Smartandfinal.com orders?

If the customer is unresponsive at delivery, shoppers can call Shipt HQ at (205) 502-2500.

An order should not be left at an unresponsive customer’s door unless the shopper has been advised to by the customer or Shipt HQ.

If the order includes alcohol, the customer must be over 21 and have a valid ID to scan. If no one is home or if the customer is not 21 or have a valid ID, shoppers may deliver any non-alcoholic items and should return the alcohol to the store.


What should shoppers do if the customer has a question about their order?

Shoppers can politely direct the customer to contact Smart & Final directly at (800) 894-0511 if faced with questions about the following:

  • Pricing/Order Fees
  • Technical Issues 
  • Returns 
  • Refunds


What should shoppers do if a prepaid order from Smart & Final has a single item weighing over 40 lbs?

If a shopper feels unsure about fulfilling an order with this type of item, they can be released from the order by calling Shipt HQ. Smart & Final has a different vendor to fulfill orders that include items weighing more than 40lbs and/or exceeding 40 inches in any dimension.

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