While safety remains a top priority, providing a positive member experience is crucial to success as a shopper. With every positive member experience, you have the potential to earn increased tips and strengthen relationships with new and regular customers.
Many of you are already delivering 5-star service despite the current circumstances – we see that effort, and we can’t thank you enough. When possible, we still encourage you to consider the recommendations below to keep your ratings high and avoid potential deactivation in the future.*
*Note: Failure to meet any of the standards of service outlined in the Shopper App Access Guidelines is grounds for deactivation.
Shopper Stats
Shoppers strive to be on time and deliver a 5-star experience. At a minimum, this means maintaining an Average Rating of at least 4.7 and an On-Time Percentage of no less than 90%. Should you fall below these stats benchmarks, you will receive an email from Shipt containing a link to the optional refresher course.
Recommendation: Aim to keep your Shopper Stats above the recommended benchmarks. Communication is key for creating a positive member experience for all orders, including door drop-offs. Use the Stats experience in the app to review your feedback and see what opportunities you may have for future orders.
Late Deliveries
Being on time is a crucial part of creating a positive member experience and, therefore, repeatedly being late for delivery can result in deactivation. For more information on deactivation, click here. Late deliveries include delivering Shop & Deliver orders beyond the requested delivery window, delivering promo orders excessively late, and picking up Delivery Only orders late.
Recommendation: Focus on claiming orders that you are confident you can deliver on time. If you get behind while completing an order, consider dropping an order you are scheduled to shop later in the day to avoid a late delivery.
Dropping Orders
Repeatedly dropping orders within the hour before and during the delivery window destabilizes the Shipt platform and negatively impacts Shipt members and customers by delaying the delivery of their orders. Using app features such as order type filters and time estimates can be useful when reviewing your offers and help you claim orders that are the best fit for you. Top shoppers recommend dropping a claimed order in a timely manner as this provides a better experience for customers as they're still able to receive their order on time.
Recommendation: Claim orders you’re confident you will be able to complete to avoid the need to drop orders as they approach their delivery window. A common tip is to only drop orders if necessary. If something unexpected happens, call Shipt Support for assistance and your case will be reviewed.
Not Shopping Claimed Orders
Being on time to start shopping and opening the line of communication with members is key to success, and shoppers who repeatedly do not contact members or start to shop within 30 minutes into requested delivery windows may be deactivated. For more information on deactivation, click here.
Recommendation: Aim to set up your schedule where you will have enough time to shop and complete each order on time, which includes starting to shop for orders prior to their requested delivery window. When you’re ready to start shopping for an order, open the line of communication by messaging the member. For more communication tips, click here.
Professionalism
Shoppers who communicate or act unprofessionally (harassing, abusive language) toward members, customers, Shipt HQ, or store employees while completing an order may be deactivated.
Recommendation: Aim for positive interactions while completing orders and if you’re faced with a challenging situation or difficult order, contact Shipt Support for assistance.
Theft
Any theft is a breach of the Shopper Agreement, and this includes not returning alcohol to the store or passing along earned rewards such as promotional gift cards provided by Target to the member or customer.
Recommendation: If you are unsure of a return process or how to handle promotional gift cards at checkout, review the Shopper Hub or call Shipt Support at (205) 502-2500.
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