If there's an issue at delivery, for example you need a gate code or apartment number, Shipt’s in-app messaging provides an easy, efficient way of communicating with customers during delivery. 

Because you’re completing no-contact package deliveries, customers may not be expecting any communication. Therefore, top drivers recommend only messaging a customer if there’s an issue. Additionally, Target suggests that messages only be sent during delivery hours (7 a.m. - 10 p.m. local time). 

If a customer is unresponsive to your messages, keep their packages with you and continue with the rest of your route. If they haven’t replied by the end of the route, mark the packages as undeliverable and return them to the sortation center. Before initiating a return in the app, be sure to message the customer about the delivery issue you've encountered. 

As a reminder, the Shopper App Access Guidelines prohibits drivers from soliciting tips from customers. Please note that doing so could result in deactivation. For more information on deactivation, click here.  

To initiate a message, tap the chat bubble icon next to the customer’s name on the Delivery Details screen. This will open the chat screen so you can directly communicate with the customer regarding their delivery. 

When you initiate a message, customers will receive a text letting them know that there's an issue with their Target package delivery. You’ll also be able to choose from a selection of pre-formatted messages to communicate with the customer about the delivery issue. 

If you need to navigate away from an open chat at any time, you can easily get back to it by tapping the circular red icon in the bottom left-hand corner of any screen. You’ll also receive a notification when you get any new messages from customers. Clicking the notification will take you back to the conversation.