HUB QUESTIONS
What is instant Pay?
Shopper can Withdraw money at the same day
What is the maximum dead air time we can have on a call?
10 seconds
What is "Time Delivery Pay?
Conditional extra pay that is added to orders that can be unclaimed, the shopper received extra pay if the order is delivery on time.
When do I leave notes in Admin?
anytime you have an interaction about an order in admin.
How many chats should we manage when we are in production?
3 chats
What is the AHT that we should handle on chats?
8 mins
What is the ACW that we should handle?
30 seconds
What is the difference between platform orders and market place orders?
Prepaid are placed directly through the retailer and delivered by Shipt, marketplace are placed on the
Shipt app or website and also delivered by us.
What does ONR mean?
Order not received
When will a bundle payment be adjusted?
If the shopper requested to be released from an order that is part for the bundle.
How many hours does it take for the system to process a new card for Instant Pay?
This processes can take up to 24 hours
What is the AHT that we should handle on voice?
6 mins
In which orders is late forgiveness automatically applied?
Just on Promo orders
What earnings are not eligible for instant pay?
Tips over $50
Manually applied bonuses (SSP)
Some order or route pay
How can shoppers request a replacement shipping card?
Directly on the Shopper app!
What is a Shipt Card?
card that shoppers use to pay for Marketplace orders
Name the two most common stores or retailers on Shipt.
Traget
Meijer
Which HUB should we use for a return process for a platform order?
Target platform cheat sheet
Which HUB should we use to reschedule an order?
How to reschedule an order?
What is the name of the specific HUB that talks about target prepaid orders?
Target Platform Cheat Sheet.
If a member is unresponsive during the purchase, what should we follow?
Unresponsive Member Protocol
What is the difference between Shoppers and Drivers?
Shoppers deliver personal shopping orders and drivers deliver packages on routes.
Which HUB should we use for a return process for a Market place order?
Target
If the Member claims for a damaged, expired or missing item, which HUB should we follow?
Shipt Credits Cheat Sheet.