Shipt: On-time percentage below 90% deactivation appeal
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What this deactivation means
Your on-time rate fell below the 90% minimum. An order counts as late when it lands after its delivery window, measured over recent orders (shoppers report the last 50). The flag often catches lateness that was not the shopper's fault: long checkout lines, orders released or added late, app or routing problems, and weather. Shipt runs a late forgiveness request process for exactly these cases, and the 2025 Minnesota settlement required an electronic version of it.
Where and when to appeal
The evidence that moves this reason
- Delivery timestamps next to the promised windows
- store receipts showing checkout time
- screenshots of support chats about a delay
- records of app outages or reroutes
- weather or traffic documentation for the late days
- late forgiveness requests you already filed
What actually works
Go order by order, not average by average. List each late delivery in the window Shipt measured, mark the ones caused by the store, the app, or the weather, and file late forgiveness requests for those before or alongside the appeal. Then show your on-time run since. A short table of dates beats a paragraph of explanation here.
You can win this one, but only with strong, specific proof; a form letter won't move it.
If Shipt denies the appeal
Denied: re-submit through the appeal form only when you have NEW documents, since Shipt says it does not review anything sent outside the form. Minnesota shoppers have extra teeth: the September 2025 Minnesota AG settlement requires Shipt to name the specific contract provision it says you violated and to answer appeals in writing within 3 business days, and you can complain to the Minnesota Attorney General's office if it does not. If the background or driving report is wrong, dispute it directly with Checkr. The law (FCRA) makes them recheck it, usually within 30 days, and the fixed report goes to Shipt automatically. Beyond that, the Shopper Agreement's Mutual Arbitration Provision is the contractual path: individual arbitration, no court or class case, unless you opted out in writing within 30 days of creating your account (few did). Read your own copy of the agreement for the current arbitration steps and notice address (Shipt Legal is in Birmingham, AL). Note on Seattle: the deactivation-rights ordinance that helps workers on other platforms does not currently help here, because Shipt paused Seattle operations in January 2024 over those laws and had not returned as of mid 2026. Some shoppers report that a BBB or state attorney general consumer complaint got a human to re-read a case; treat that as a pressure valve, not a process.
FAQ
What does "On-time percentage below 90%" mean on Shipt?
Your on-time rate fell below the 90% minimum. An order counts as late when it lands after its delivery window, measured over recent orders (shoppers report the last 50). The flag often catches lateness that was not the shopper's fault: long checkout lines, orders released or added late, app or routing problems, and weather. Shipt runs a late forgiveness request process for exactly these cases, and the 2025 Minnesota settlement required an electronic version of it.
What evidence do I need to appeal a Shipt on-time percentage below 90% deactivation?
Delivery timestamps next to the promised windows; store receipts showing checkout time; screenshots of support chats about a delay; records of app outages or reroutes; weather or traffic documentation for the late days; late forgiveness requests you already filed.
How do I submit a Shipt appeal?
The web 'Appeal form' linked on Shipt's deactivations page (shipt.com/shopper/deactivations). Upload every document inside the form itself: Shipt's page says documents submitted outside the form 'will not be reviewed during the appeal process.' Shoppers also use shoppers@shipt.com and the (205) 502-2500 support line, but those are general support contacts, not the appeal channel, so treat them as follow-up only. No published filing deadline, so file as soon as you can while records are fresh. One timing trap: if a rating or on-time drop put you in a temporary deactivation with a refresher course, shoppers report you get only about 5 days to finish it, and missing that window can make the deactivation permanent.