Prepaid orders are similar to Shop & Deliver orders in that they include shopping and delivering orders for customers. However, unlike Shop & Deliver orders, payment is not needed during checkout and the checkout process may vary for each retailer.
Where are Prepaid orders offered?
Prepaid orders are offered from select retailers.
Target.com
- Target.com Prepaid orders are offered nationwide.
-
Click here to learn more about shopping Target.com Prepaid orders.
Meijer.com
- Meijer.com Prepaid orders are offered in Illinois, Indiana, Kentucky, Michigan, Ohio, and Wisconsin.
- Click here to learn more about shopping Meijer.com Prepaid orders.
How can I identify a Prepaid order?
Prepaid offers display a Prepaid label on order cards, the Order Details screen, and member information cards.
The prepaid icon 
, which represents no payment is needed, also displays over the member initials from the Shopping List.
When should I communicate with Prepaid customers?
Communication is key to providing excellent customer service. While the amount of communication needed will vary based on the substitution preference selected by the customer, experienced shoppers recommend sending the pre-formatted messages provided in-app for Prepaid orders, including the Introduction message and On the Way message.
How are substitutions handled on Prepaid orders?
Substituting items on Prepaid orders works just the same as a normal order with one exception. Once a substitution has been made in the app, customers who have selected “Contact me” as their substitution preference will automatically receive a link via text to approve or decline the substitution. If you substitute the originally requested item with the customer’s backup item, no message will be sent for approval.
If the sub is approved, no further action will be needed.
If the sub is declined, the item will be listed under the Declined drop-down and have a red “Substitution declined” banner next to it on the Cart tab. From there, you can select Remove substitution to add the original item back to the Shopping list and suggest another suitable substitution, or if there isn’t one available, you can mark the item as Not found, and the customer will be notified.
Customers will not be required to approve or decline a substitution in order for you to process the order and head to delivery.
To learn more about this in-app experience, click here.
How do I check out with a Prepaid order?
Once you are done shopping, you will be ready to check out.
For Prepaid orders, you do NOT need to:
- Scan items at the register
- Upload a picture of the receipt
- Enter an order total in the app
- Use a Shipt card for payment at any point
Checkout processes for Prepaid orders vary by retailer. Click the links below to learn about the checkout process for each Prepaid retailer:
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, you should return the listed items back to the appropriate shelf in the store and then tap the Items Returned button.
- The app will display a digital receipt with all the processed items
- Complete a Shipt audit with a store employee
Will I receive an in-store receipt for Prepaid orders?
No. Since Prepaid orders have already been paid for by the customer, you will not receive a paper receipt at the store. If the customer asks about a receipt at the time of delivery, you may tell them their receipt will be emailed to them from the retailer they ordered from.
Customers will also need to reach out to the retailer directly if they are in need of a gift receipt. Prepaid orders do not have in-store transactions so you are unable to get gift receipts if a customer asks you to.
What should I do if the customer is not home at the time of delivery?
If the customer is unresponsive when you arrive at the delivery address, you may try calling or messaging them. If you're unable to reach them after 10 minutes, remain at the delivery location and call Shipt Support to help you decide the best course of action to take.
