At 360 Relay, we have a dedicated shopper help desk team that works seven days a week to ensure our shoppers are always being responded to in an appropriate timeframe. While we do our best to answer questions timely, there are times when shoppers are looking for an answer after business hours and so we wanted to highlight some of these questions and our answers for these commonly asked questions, in regard to scheduling specifically, as these are the most common inquiries we receive.
How do I reschedule my shop?
Depending on the specifics of the shop, you can reschedule your shop through the system once or twice. We don’t allow for more than two reschedules as we need to keep track of how often this is happening. You can reschedule the shop in the system by pulling up the assigned shops on the iSS app or through the iSS website and then hitting the reschedule button. If you don’t see a reschedule button, it’s because you have already rescheduled too many times. In that case, you must contact your scheduler directly, call our shopper help line or email the shopper help desk.
Why can’t I schedule this shop?
There are many reasons why you may not be able to schedule a shop through the system. While most of our shops are self-assigned, we do have a handful of projects that are request only. Your shopper status- badges, points, reliability, etc. determines how many shops you can self-assign at one time. All of our shops have certain rotations dictated on them, for example, shops to the same location must be x number of days apart, meaning if another shopper is scheduled for the 1st, and you are trying to schedule for the 2nd, if there is a 5-day spacer noted, than you can’t schedule the shop. If a shop must be done on the weekend and you are trying to schedule for a Tuesday, it won’t allow you to. We also only allow the majority of our shops to be scheduled 7 days in advance, as we aim to conduct the majority of our shops as early in the month to better our chances of executing well for our clients. If you are unable to schedule a shop, a red note will appear explaining why and most often, this cannot be overridden.
Why aren’t I eligible for this shop?
There are specific shopper rotations on shops, such as, you can’t visit the same location within a 90-day period. Some shops have specific demographics attached, such as, you must be a certain age or own a certain type of car to conduct the shop. We do recommend that shoppers keep their demographic profile up to date as not having anything entered in a demographic field will result in the system deeming you ineligible, when in fact, you might be.
Do I have to complete on the date I am scheduled?
Yes, shops are only accepted if completed on the date they are scheduled for in the system. When you schedule a shop, you are committing to the specific date, even if you initially see a range of dates to choose from. We have rotations and thresholds in place for shops for a reason, and it’s extremely important that you conduct the shop on the date you schedule yourself for as it directly affects other shops in the system for the client.
We set up a lot of rules and rotations on the backend for our shops, which are in line with what our clients are looking for in terms of spacing, rotation and their scheduling preferences. We understand that it may be frustrating at times not being able to schedule a shop, but please understand that our shops are set up this way for a reason, and we are happy to explain it to you further if you reach out directly with the shop ID.