Review the sections below for the next steps Shipt recommends when a member is unresponsive while you're shopping or delivering their order.
Shopping:
- If a member has selected the “Contact Member” preference but is being unresponsive, the next step you can take is calling the member.
- If they do not answer, you may leave a voicemail with any questions and/or details about substitution items for their order — while you wait to hear back from them, keep shopping for other items so you can stay on time to deliver.
- If the member is still unresponsive after 10-15 minutes, you may use your best judgment to make any substitutions needed or to mark an item as unfound if there are no similar items available.
*Note: If you end up substituting items due to unresponsiveness from the member and they request you provide the physical receipt at the time of delivery in case they wish to make a return, you may politely let them know that Shipt will email the receipt and the support team will be happy to assist them if needed.
Delivering:
Hand-off Orders:
- Be sure to hang on to your receipt when heading to deliver an order just in case the member does not respond at the time of delivery and you need to return the order.
- You may knock on the door or ring the doorbell to alert the member you have arrived unless they have specified another delivery preference.
- If there is no response after a few minutes, you can try calling or messaging the member.
- If the member is still unresponsive after 10 minutes, remain at the delivery location and call Shopper Support to help you decide the best course of action to take.
Drop-Off Orders:
- If a member has been unresponsive during a door drop-off order, shoppers do not need to contact Shopper Support at the time of delivery since interaction with the member is not required to deliver items for these orders.
- Shoppers may place the order at the front door or requested location, message the member to inform them their order has been delivered, and then mark the order as delivered in the app.
- You may choose to send a photo of the items at the member's door as well for proof of delivery. For Delivery Only orders with a door drop-off label, the app will automatically prompt shoppers to take a photo of the order at delivery.