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A Note to Our Community About Coronavirus

Updated April 6, 2020.

During this uncertain time, our top priority is you — our community of members and shoppers. Nothing is more important than your health and safety. Here is what we are doing.

Helping communities in need: We’re donating $150,000 to Feeding America and through their network of food banks across the country, we’ll get resources to our neighbors who are most impacted – children and families. The current situation remains uncertain for everyone, especially for households facing food insecurity as a result of school closures and job loss. This is just one way we can continue supporting our neighbors in need, along with spreading kindness and positivity along the way.

Introducing early delivery: Our new early delivery option now appears when you place an order. A shopper can shop and deliver your order anytime between store opening hours and the end of your requested delivery window. This new option not only gives customers more choices, but also helps improve shopper efficiency at a time when stores and schedules are busier than ever.

Introduced no-contact delivery: We’re enabling “social distancing” by implementing no-contact deliveries, or door drops-offs, in which shoppers will leave your order in a secure spot at your door. In fact, all deliveries will now default to “Leave my order at my door” on the Shipt app and website. Although we pride ourselves on friendly hand-off delivery, we want to provide you with your order in the safest way possible. Of course, we understand there may be special circumstances that can impact your delivery drop-off needs. In those instances, continue to communicate with your shopper directly through the app. Depending on individual circumstances, shoppers will have the option of whether to accept orders that require a physical hand-off.

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 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. Hundreds of new additions to our team will be trained and operating by next week.

Due to the high volume of requests, our email responses are currently delayed. The fastest way to reach us is by live chat or phone at (205) 502-2500. 

Adding to our shopper community: Given the current environment, we’re experiencing an unprecedented rise in demand for home delivery of groceries, household essentials, and medications. To best meet the needs of the communities we serve, we’re actively adding thousands of new Shipt Shoppers across the country. Bringing in additional shoppers will also allow us to reduce delivery delays and expand delivery windows, while also providing earning potential within local economies to those who are 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 safetyresponse@shipt.com. Please refrain from emailing any medical documentation.

In partnership with Target, we’re providing all shoppers with a set of gloves and mask within the next 2 weeks. Shoppers will be able to pick them up at your nearest Target store. Shoppers who live in coronavirus hot spots and shoppers who’ve been the most active during the coronavirus pandemic have received emailed instructions on claiming a free kit that will include 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 you to worry about right now is a low rating – any delivery you can complete makes a difference. 

We’ll continue to monitor “shelter in place” orders at national and state-wide levels, and will update you on anything impacting your 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.

Category: Blog, Community, News

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