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Shipt: On-time percentage below 90% deactivation appeal

Independent self-help tool. We are not Shipt, not affiliated with Shipt, and we never ask for your Shipt password.

Check my Shipt notice freeFree check first. The full written appeal is $34 flat, with a free rewrite if it's denied.

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

Channel
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.
Deadline
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.
Decision time
No published national timeline. Minnesota shoppers have a real one: a September 2025 settlement with the Minnesota Attorney General requires Shipt to answer every deactivation appeal in writing within 3 business days. Outside Minnesota, shoppers report anything from a few days to two weeks, and some appeals get no reply at all.

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.

Write my Shipt appeal

Denied, or planning the next move? The full guide (re-appeals, report disputes, arbitration) is on the Shipt appeal page.