Driven FAQs#

What is Driven?#

Shipt Driven provides retailers with access to top-quality drivers for their last-mile delivery needs. These drivers will carefully and efficiently transport packages from the store to the customer's doorstep, providing a reliable delivery experience.

What is the cost for Driven?#

Please reach out to partnerships@shipt.com for more information about a customized partnership.

Can Driven orders include alcohol?#

Alcohol may be included in Driven orders in select areas and depending on Shipt’s agreement with the retailer. Drivers must complete a certification course in order to deliver alcohol. Orders that contain alcohol will be considered On Demand Delivery (ODD) due to needing signature at a specific time.

Are tips accepted for Driven?#

Tips are appreciated. Retailers can provide tipping on their site for customers to send to drivers or retailers can use Shipt’s tipping tool. Shipt pays 100% of collected tips to a driver and invoices the retailer at the end of the month.

How does Shipt handle large items?#

Drivers will not be able to deliver individual items with a weight exceeding 50 lbs.

What will shoppers do when they arrive at the store?#

When a driver arrives at a pickup location, they will follow a pick up process and instructions set by the retailer.

What does a driver do with an order receipt?#

Order receipts can be placed in a bag by the retailer. Drivers are asked to leave the receipt in the bag.

What if a driver is late picking up an order or no driver has claimed an order?#

Our logistics team at Shipt constantly monitors orders to provide timely and efficient deliveries. If we see that a driver may be running behind schedule or is unable to pick up an order at the designated time, we will contact the pickup location and try to find a solution, such as assigning a different driver to the order. We will also attempt to get the order picked up within the hour, or reschedule it for the next hour, if necessary. It is important for the retailer to keep the customer informed of any delays or rescheduled delivery times.

Can an order be canceled once it is placed?#

If the customer chooses to cancel an order, we ask that the pickup location either notify Shipt’s Experience Team, for Shipt to cancel the delivery, or the pickup location to cancel the order through the API. The order should only be canceled through the API when it is in the “open” status. Once the order is no longer in the “open” status, it’s best if the pickup location calls Shipt to cancel the order. Cancellation fees may apply.

Can an order be rescheduled once it is placed?#

If the customer chooses to reschedule the order to a later time, the pickup location is asked to notify Shipt’s Support or the pickup location reschedules the order through the API. Only orders in “open” status can be rescheduled through the API. In other instances, the pickup location is asked to call Shipt to have the order rescheduled.

What happens if the customer is not home and the customer is required to accept the order?#

The driver is asked to wait 10 minutes and attempt to call or text the customer. If the customer is unresponsive, the driver will contact Shipt’s Experience Team and request the driver to return the items to the pickup location. The Shipt Experience Team will also notify the retailer. If the customer would like the items delivered at a new time the store will need to submit a new order.

Who will handle Driven customer service inquiries and issues?#

Since customers place orders on a retailer’s website, retailers handle all customer service inquiries and issues.