Shop & Deliver is a service offered by Shipt from a variety of retail partners across the country where shoppers are able to shop the order from the retailer and then deliver the order to the member.
Continue reading for more information about Shop & Deliver orders.
How can I identify a Shop & Deliver order?
Shop & Deliver orders are orders placed by Shipt Members. Unlike Prepaid, Shop Only, or Delivery Only orders, these orders do not have an order card label. So if you don’t see one of the previously mentioned order labels on an offer, then the order is a Shop & Deliver order.
Learn more about order card labels here.
When should I communicate with members?
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 Shop & Deliver orders, including the Introduction message and On the Way message.
How do I check out with a Shop & Deliver order?
Once you are done shopping, you will be ready to check out. Checkout processes will vary depending on the retailer, so it is a good idea to review the Retailer Guide and get familiar with the processes for the retailers you will be shopping at.
For Shop & Deliver orders, you will need to:
- Scan items at the register.
- Self-checkout may be utilized at certain retailers.
- Use a Shipt card for payment.
- Upload a picture of the receipt to the shopper app.
- Review more information on store receipts here.
- Enter an order total in the app.
For Shop & Deliver orders, you may need to:
- Ask for tax exemption when checking out.
- Follow the in-app prompts to complete that process with the cashier.
- Review the Tax Exemption Quick Guide.
- Use a rewards card when checking out.
- Follow the in-app prompts to complete that process with the cashier.
- Review the Rewards Card Quick Guide.
- Account for Bag Fees
- The app will prompt you to either input the amount of bags or ask for the bag fee amount which can be found on your receipt.
- Your Shipt card will always cover bag fees should you have to purchase paper or plastic bags when checking out.
What should I do with receipts for Shop & Deliver orders?
Once you have uploaded a clear receipt photo to the app and the order has successfully processed, we recommend keeping the store receipt* until after delivering the order in case you need to return the order if the delivery cannot be made.
Printed receipts should not be handed off to customers at the time of delivery. Order totals for printed store receipts will differ slightly from the digital receipts they receive from Shipt, and customers will receive the digital copy of their receipt from Shipt as soon as you mark the order as delivered. If members have any questions or concerns about their charges, you can politely direct them to contact Shipt Support and they will be happy to help!
You can then throw away the store receipt once the order has been successfully delivered.
*Note: Keep in mind that store receipts from Shipt orders belong to Shipt and should not be used for personal rewards programs.
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.