Updated April 23, 2020.
During this uncertain time, our top priority is you — our community of customers and shoppers. Nothing is more important than your health and safety.
We’ve seen an unprecedented rise in demand in recent weeks, including a record-breaking week for orders delivered last week. That means it’s more important than ever to strengthen our commitment to keep our customers and shoppers safe, while developing features and capabilities to better serve you. Here is what we are doing to protect our shoppers and serve our customers during this challenging time.
Increasing our Support Team: We’ve heard you and we’re working to reduce the longer than usual wait times to connect with a member on the Support Team. In addition to reinforcing customer and shopper support with rapid hiring and the help of team members throughout HQ, we’ve partnered with a call center to help us handle volume and provide timely service. As of April 17, we’ve cut our call wait times in half.
Due to the high volume of requests, our email responses are still temporarily delayed. The fastest way to reach us is by live chat or phone at (205) 502-2500.
Adding to our shopper community: High demand for home delivery of groceries, household essentials, and medications has led to limited delivery windows. As of mid-April, we’ve added 80,000 Shipt Shoppers and we’re on track to double our shopper community by the end of the month. Bringing in additional shoppers allows us to reduce delivery delays and expand delivery windows, while also providing increased local earning potential to those affected by these challenging times.
Supporting our shoppers: We’re providing up to 2 weeks of financial assistance to shoppers who are diagnosed with coronavirus or placed under mandatory individual quarantine order by a public health authority, so they can feel more secure while they recover. Shoppers will continue to receive their average weekly Shipt earnings, including in-app tips, they earned during the 4 week period prior to their diagnosis or quarantine order. If you feel like you qualify, then please email [email protected] Please refrain from emailing any medical documentation.
In partnership with Target, we’re providing all shoppers with a set of gloves and mask each day. Shoppers can now pick them up at their nearest Target store. Shoppers who live in coronavirus hot spots and shoppers who’ve been the most active during the coronavirus pandemic received emailed instructions on how to claim a free kit that includes gloves and hand sanitizer.
While shoppers are encountering longer in-store lines and many items are out-of-stock, we are extending Late Forgiveness on all orders. Additionally, we will automatically waive any shopper ratings below 5 stars. The last thing we want shoppers to worry about right now is a low rating – any delivery completed makes a difference.
We’ll continue to monitor “shelter in place” orders at national and state-wide levels, and will update the shopper community on anything impacting their ability to deliver safely and smoothly.
Shoppers can now preview the shopping list for an order before claiming it, giving them the ability to accept orders they feel confident shopping. This new feature helps provide predictability and increased efficiency for a positive shopper experience – especially at this time.
Updating product availability: We are working closely with all retail partners to maintain up-to-date information on inventories and preserve order accuracy and fulfillment.
Maintaining health and safety: We encourage both our shoppers and customers to use the CDC guidance, which recommends the following tips for maintaining hygiene:
Wash your hands often with soap and water for at least 20 seconds, especially before eating and after blowing your nose, coughing, or sneezing. If soap and water are not readily available, use an alcohol-based hand sanitizer with at least 60% alcohol.
Cover your cough and sneeze with a tissue, then throw the tissue in the trash.
Avoid touching your eyes, nose, and mouth with unwashed hands.
Avoid close contact with people who are sick and stay home when you are sick.
We are keeping a close eye on both national and local conditions and promise to keep you updated as things develop. Thank you for your patience and trust in us.
For the latest updates on our continued efforts, continue to check back here.