Frequently asked questions about mystery shopping jobs

What is the brief – and why is it so important?

When you book a mystery shopping job with us, you’ll be sent a brief which explains exactly what you need to do to complete that specific role. This varies from job to job so please check it carefully for each store.

It is really important you read this in full – and ask us any questions before you head off to complete the call. This is the list of the hirers exact requirements for the call, and failing to complete it as requested may mean that you don’t get paid for that job.

Please get in touch if there is anything in the brief that isn’t clear or you don’t understand.

I’ve missed the deadline – what should I do?

The deadline is set by the hirer as this is the date they require all the information they have asked for to complete their own reports.

When you book on to a job we ask you to tell us when you expect to complete the job by (this date MUST be before the job deadline). If you are unable to meet your estimated deadline, that is fine, but you MUST still complete the job and submit your report before the job completion date.

If you don’t meet the deadline, there is a chance the hirer will reject your report and you will not be paid for the work.

All reports submitted late will receive a low star rating, and repeat offenders will run the risk of having their account permanently blocked.

Of course, we understand that sometimes unexpected events happen and circumstances beyond your control mean you can’t complete a job. Please let us know as soon as possible and we will do our best to help you out.

Some of my products weren’t delivered – what happens now?

If you are completing an online purchase and review job, sometimes the products you need aren’t delivered.

Firstly, please don’t accept and review any offered substitutes as we will be unable to reimburse you for these purchases, or pay you for your time.

Usually, we will ask you to either re-order the products in your next delivery, or unbook from the job to allow someone else to complete it.

If only one product is delivered, you can complete that element of the review and re-order the second item in your next online shop. Usually, we will only pay you when the whole job is complete, but please do get in touch if you have on-going issues with purchasing a specific product.

The products weren’t available in store when I visited – what should I do?

Sometimes the product you need to buy or audit isn’t on the shelf. The brief will usually ask you to ask a worker in the store if they have any of the product in the warehouse – if you do need to do this, please take a note of the name of the person you spoke to.

If it genuinely isn’t available, take a picture of the empty shelf and then submit your report. You will still be paid for the call (but obviously won’t be able to claim any expenses).

I forgot to take a picture when I was in store

As we said earlier, it is really, really important to read the brief properly before you complete a call. These will vary completely from job to job, so it is important you know exactly what is required.

Hirers ask for images as part of the call – this is the only way they can see exactly what is on the shelves (you are like their eyes and ears) and ultimately the proof that you have done what was required.

If you have forgotten to take a picture, we will ask you to go back and take it, otherwise you have not completed the job as required, so will be unlikely to be paid.

I’ve lost my receipt – can I still get paid?

Unfortunately, we do need the receipt to be able to pay receipts, as this is your proof of purchase. Expenses are independently audited, so we need to keep a record of these for this.

If you have paid by card, you may be able to go back to store and ask them to find record of the transaction.

We would highly recommend taking a picture of the receipt as soon as possible to upload on your expenses claim, and making sure you keep it in a safe place until the expenses are paid.

I don’t have enough money to pay for the product purchase

Before you book on to a job, you MUST check all the requirements. Occasionally, our mystery shopping jobs do require a large expenditure and we are unable to pay the money for these upfront.

We do reimburse expenses quickly though – don’t forget we are one of the only companies in the UK to offer daily pay.

Do you pay travel expenses?

This is totally at the discretion of the hirer, but generally no. You will be reimbursed for the time completing the call and the report (the pay rate) and any expenses.