The above examples are for illustrative purposes only, and describe only certain examples that can lead to deactivation. Other behaviors that would be considered to violate Shipt's terms of the Shopper Agreement, Driver Agreement, and/or Shopper App Access Guidelines can result in deactivation, even if not expressly identified on this page.
Why shoppers or drivers may lose access to the shopper app
This webpage is dedicated to providing transparency regarding losing access to the shopper app and identifying some of the most common situations that can lead to the loss of access. For information regarding an appeal of a deactivation decision, please click here.
Community Standards
At Shipt, the safety and well-being of our community is a priority. It is integral to us that shoppers and drivers feel safe and respected while completing orders or services through the Shipt platform, that our retail partners feel comfortable while interacting with shoppers and drivers, and that customers feel secure while utilizing the Shipt service. Any behavior that violates or threatens the safety of a community member will result in action being taken in line with the severity of the behavior, up to and including deactivation. Shipt has an established framework to review and take action on reported Community Standard violations. Shipt does not make the decision to take action on a shopper or driver lightly, and all decisions are made after an investigation performed by dedicated teams. Shoppers and drivers are empowered to report behavior that violates these standards to Shipt. Please know that Shipt will never discourage any shopper or driver from making a good-faith report regarding any potential safety incident. There may be instances in which shoppers and drivers with Shipt lose access to the shopper app due to a violation of the Shopper Agreement, Driver Agreement, and/or Shopper App Access Guidelines ("SAAG"), or for account security reasons. The definitions below outline the three different scenarios in which a shopper or driver may lose access to the shopper app.
Definitions
Deactivate
A status when access to the shopper app is permanently revoked for violation of the standards located in the Independent Contractor Agreement and incorporated SAAG.
Account Suspension
A status used during an ongoing investigation of a potential violation of the standards found in the Independent Contractor Agreement and incorporated SAAG.
Account Lock
A status when a security measure or inactivity prevents a shopper or driver from logging into the shopper app. To discuss unlocking the account, call 205-502-2500.
Standards of Service
As a platform that connects people, it’s extremely important to Shipt that everyone feels respected and supported while engaging on the Shipt platform. Violations of the following standards can result in action being taken against a shopper or driver’s account - including reminders and opportunities for ongoing education, written warnings, and loss of access to the shopper app. The type of action taken will depend on the severity and type of violation.
Explicit and profane language or gestures, exhibiting verbal or non-verbal behavior that causes others to feel unsafe or threatened, asking personal or invasive questions, not respecting others’ boundaries, or harassing customers regarding orders, including tips.
Tampering with, consuming, altering, damaging, or otherwise improperly transporting goods while completing an order.
Damage to goods and merchandise, personal or commercial property, and/or structures, vandalism. Shoppers and drivers must report damage to Shipt immediately.
Dropping an order or route within one hour of the delivery window or scheduled pick-up time.
Failure to comply with relevant alcohol laws, regulations, and retailer policies, including but not limited to, not checking ID, forging a customer’s signature, delivering alcohol to a minor or visibly intoxicated person, accepting an invalid form of ID, making an unattended delivery on an order with alcohol, or delivering alcohol without obtaining proper certification from Shipt.
Failure to comply with relevant laws, regulations, and retailer policies related to age-restricted item delivery, including but not limited to, not checking ID, forging a customer’s signature, delivering age-restricted items to someone under 18, accepting an invalid form of ID, or making an unattended delivery on an order with age-restricted items.
Unauthorized substitutions, marking items not found that have been purchased for the customer, misrepresenting delivery timelines, marking an item delivered that has not been delivered, failure to mark an item delivered that has been delivered, intentionally refusing or canceling orders on the basis of a customer’s protected class, making false reports, or delivering prohibited items.
Reports from retailers of violations of in-store or retailer policies or rules of conduct.
To ensure an exceptional experience for customers and retail partners, shoppers must maintain the following minimum requirements, unless otherwise noted:
Member Rating: Minimum requirement 4.7
On-Time Percentage: Minimum requirement 90%
Reliability Percentage: Minimum requirement 90%
**Some of the above standards are calculated based on a “rolling” number of recent orders as further explained here:
Maintaining a Safe Environment
Safety is paramount at Shipt. Engaging in behavior that threatens the safety of customers, other shoppers or drivers, retailers and their employees, Shipt HQ employees, or community members may result in deactivation of a shopper or driver’s account. In some circumstances, to ensure the continued safety of the Shipt platform and community, a shopper or driver’s account can be suspended while a report is investigated by a dedicated team.
Unwanted contact that could be perceived as harassment, including returning to a delivery location without authorization, calling, texting, social media contact, sharing personally identifying information without consent, or taking unauthorized photos.
Conduct that is bigoted or discriminatory in action or language, offensive gestures, slurs, or other unwanted conduct. This includes discrimination or harassment on the basis of race, color, ancestry, national origin, religion, creed, age, physical or mental disability, sex, gender, sexual orientation, gender identity or expression, medical condition, genetic information, marital status, or military or veteran status.
Physical assault or threats of violence, abusive language, or aggressive gestures towards customers, other shoppers or drivers, retail partners or employees, Shipt HQ employees, or members of the community.
Unwanted or non-consensual sexual advances either physical or verbal- including texts, social media messages, or graphic and suggestive images, graphic or suggestive comments or gestures, leering, solicitation, indecent exposure, or non-consensual touching of another individual.
Engaging in drug or alcohol use, or being impaired by drugs or alcohol, while performing services.
In California: Shipt will promptly suspend a shopper or driver’s account, subject to further investigation, for any shopper or driver that Shipt reasonably suspects to be under the influence of drugs or alcohol while providing services on the shopper app.
Compliance with Applicable Laws and Regulations
All shoppers and drivers are required to follow all local, state, and federal laws while on the shopper app. Failure to do so may result in the deactivation of a shopper or driver’s account.
Violation of traffic laws, such as driving in a reckless or unsafe manner while on the shopper app.
Each shopper and driver is required to pass a criminal background and/or motor vehicle report check. Failure to pass an initial or subsequent criminal background check and/or motor vehicle report check, consistent with applicable law.
Possession of a firearm or weapon while on the property of a third-party retailer or a customer location, unless state law expressly prohibits this restriction.
Engaging in Fraudulent Behavior or Abuse of the Platform
Customers put an incredible amount of trust in shoppers and drivers to deliver personal items like food, home goods, and more to their homes and places of business. As such, they expect shoppers and drivers to shop and/or deliver with integrity and honesty. Violating this sense of trust with fraudulent, dishonest, or deceptive behavior will not be tolerated. Engaging in any of the following may result in deactivation of a shoppers or driver's account:
Theft of goods, services, property, or merchandise from a retailer, customer, or community member; purchasing unauthorized merchandise or goods with the Shipt debit card; processing unauthorized transactions, substitutions, or purchases.
Holding multiple shopper or driver accounts and allowing an unauthorized individual, including minors, to complete services on your shopper or driver account. This can include password or ID sharing with another person.
Abusing or manipulating the referral bonus program, shopper or driver bonuses, or other Shipt promotions or incentives. Such abuse can include activities such as tampering with the geolocation feature on your phone or providing false or misleading information to obtain bonuses.
Repeated or excessive use of personal credit cards or other means of payment by shoppers or drivers to process reimbursement requests.
Providing false, inaccurate, or incomplete shopper or driver information such as including false names or aliases, date of birth, or social security numbers at time of application or otherwise.
Unauthorized use of trademarks, copyrights, trade secrets, or other intellectual property.
Shoppers and drivers must accurately report the amount of engaged time to complete an order, including accurately reporting the time taken, effort provided, and distance driven, if required. Engaging in any activity that falsely inflates a shopper’s reporting of time, effort, or distance is prohibited. A shopper or driver must comply with all applicable federal and state laws regarding reporting of times.
Target Last Mile Delivery Standards
As owner of the Sortation Centers, Target has created a set of rules that are designed to promote the safety of TLMD Drivers, all carriers, team members, and the Shipt community. Accordingly, all TLMD Drivers are expected to comply with Target’s Sortation Center standards in addition to the applicable community standards stated above. Failure to comply with the following standards may result in deactivation.
When in a Sortation Center, TLMD Drivers must wear a safety vest outside of the vehicle and closed-toe shoes.
Service animals not under the control of their handler and minors are not permitted in a Sortation Center. Additionally, all adult passengers in a Sortation Center must be an approved and active shopper or driver with Shipt.
Weapons, open alcohol containers, controlled substances, and smoking are prohibited in a Sortation Center.
During loading, Target requires drivers to turn off the vehicle and music, remove any headphones or earbuds, lower the driver window, remain in vehicle until further instruction, follow all posted signage, and return any carts to designated areas.