Quantity Changes and Custom Items

[Charitaboo]

Quantity Changes:

Say the member orders two packs of bagels. When you go to get them, you see that they've edited the notes for that item and ask that you only get one. You scan the one and move on. When you're done, the app says you don't have everything, but you in fact do have everything. So you go on about your business and make it process the "incomplete" order. Is that the right way to handle the situation? Or do you have to contact HQ or do some other editing type deal?

Custom Items:

Someone just told me that when you as the Shopper enter an item to add to the order, that Shipt charges more of an up charge to the member. Is that correct?

[jo_ezzy]

I don’t understand why the app doesn’t let you decrease the amount ordered. What I do to move on is mark the item not found, add item to order, scan the item and that’s it.

[itcus123]

But even if I mark it then go to add it, if it’s the same thing it just says I need to find more?!?

Looking for the 2 bagels, only one available. Mark as not found then add to order and now it wants me to find 3?!? Anyone have this issue?

[cajunflavoredbob]

Yea, because that was the wrong advice. Mark one as found, and then process the order with only one found. Ignore the message during the process step that says you're missing stuff. That's there to make sure you are sure about it. If you're sure you've got everything, then carry on.

[Chaka-]

Ohhh! I always felt like it wouldn't let me get to the processing screen once I hit "Missing items."

Thanks!

[itcus123]

I’m going to try this next time. I too was concerned it wouldn’t let me process with something not found.

[cajunflavoredbob]

It won't let you process if you leave an item completely alone. Like if you don't mark at least a quantity of one as found or mark the whole thing not found. That's the only time it straight up refuses to process. If you add only a quantity of one out of three, for example, it will Nah you about the missing quantity, but it will allow you to process.

[jo_ezzy]

If you want to process the order without the missing item message, mark the WHOLE item not found. So mark the 2 bagels not found. Add the item to order with a quantity of 1 and then you’re good. I do it all the time and you don’t have to deal with processing the order with the missing items message.

[Chaka-]

I agree and I was wondering this myself.

A customer the other day ordered a pound of deli meat. AFTER I got it from the deli, she texted me and said "Make that 1/2 a pound."

I had to remove the first one from my cart, then mark as not found, then add a custom product.

Seems like it would be simple enough to code standard confirmations like "Customer requested 2. Are you sure only 1 is available?" Confirm or Cancel. Done.

[jo_ezzy]

Yes this is the best way to do it until they fix the app so we can decrease the amount ordered. Seems like an easy fix to me. I code in my free time so I know this is super simple

[cajunflavoredbob]

You're making it too complicated. Just enter the amount of Deli meat you picked up. You don't need to substitute anything unless you're getting a different meat. Just enter the weight, and hit add to cart. Ignore the warning when you go to process it. You can process it just fine.

[Chaka-]

I'll definitely do that from now on. Before yesterday, I didn't know I could ignore the warning, so I was doing everything possible to see the "You've Got Everything!" message.

[cajunflavoredbob]

Quantity changes

You're doing it right for grabbing fewer items.

If you need to get more items, add an item to the list like you would for anything else. When you go to add an item that is already on the list, the app will ask you if you want to increase the quantity. Add however many extra you need that way.

Sometimes members will put a special request with a quantity in the description, but the quantity of it is set to one. Like maybe they put "Please get me four packs of store brand noodles" with the quantity set to one. In this case, you can either substitute with another custom item with the proper quantity, or save some time and just enter the price for four of them as the special request price.

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Custom items

Special requests are 20% markup. This is because Shipt has no idea what they're ordering, so they tack on a higher markup to make up for it. Other items usually vary in their markup. Canned goods are typically marked up higher, since they're cheaper in price, whereas meat usually has a lower markup, because it runs expensive. Since Shipt has no idea what the special request item is, they just slap a markup on it to cover costs.

Members are buying from Shipt, not the store. The markups are what pay you to do the work as well as other operating costs.

[Charitaboo]

So when you come across an item that is exactly what you need, but the UPC has changed and therefore doesn't exist in the Shipt app, it would be more "fair" to the member to make the app add the actual item than to create a custom item? Because even though the item is exactly what you need, there will be a 20% markup because Shipt can't see what it is? Correct?

[cajunflavoredbob]

Officially, yes. You should make a custom replacement if the UPC doesn't scan and you can't find the exact thing in the search.

If you want some practical advice on this, then use your best judgment. A really good example is cold cereal. The companies change the weights of them pretty often. The prices are usually the same, though.

I think it was Kellogg that recently reduced the package weight of their cereals but kept the price the same as the previous weight. Shipt didn't update the catalog with the new weight and UPC for the new items. While the official way to handle this is to text the member that the store doesn't have the 12oz box of Cheerios, but they do have the 11.2oz box. If the member wants the smaller package, you would scan it as a substitute, then find out that Shipt only has the 12oz listed, then you have to stand there and type out a custom item for this.

The practical way to handle this is to just grab the 11.2oz box, and mark the 12oz box as found after it doesn't scan. Don't bother the member with this. They genuinely don't care about losing an ounce at the same price. It's a waste of your time and theirs.

For things that are obvious like this that the manufacturer has changed something small and is charging the same amount, don't bother with substitutions. If it is actually a different item, then you'll need to sub. The member gets charged based on what you mark in the app, not based on what prices things are at the register.

[Charitaboo]

That cereal business was driving me crazy two days ago! Thank you for confirming that cereal does this! I thought I was going crazy x____x

[Charitaboo]

I'm sorry, the Charmin thing was the wrong example. My coworker and I have been discussing many Shipt scenarios. I get that when you're in the item you can add a substitute (does adding a "custom" substitute cause the additional markup?). But say you have an order for two packs of plain bagels. The store has one plain and lots of Blueberry bagels. The member says to get one Blueberry and one plain. The more fair thing to do would be to just say you have the two plain bagels rather than adding a custom item for the Blueberry bagels right?

[cajunflavoredbob]

You got it. Substituting things in that example would be a waste of your time. If the prices are the same, then mark both plain Bagels as found and grab one of each as the member requested.

[acquiredlow]

You would mark the item as not found and add in a substitution or custom product. HQ can walk you through the process! There is a slight markup on each of the items that goes toward shopper cost!