The Best Way to Document a Cancelled Shop So the Scheduler Approves Compensation
Few things frustrate a mystery shopper more than arriving at a location and discovering the assignment can't be completed. The business may be closed, the employee you need to see isn't available, or circumstances beyond your control make it impossible to follow the guidelines.
You've already driven to the location and spent time preparing for the assignment. You may have even started the shop before discovering you can't finish it.
Will you still get paid?
That depends on the mystery shopping company, the client, and why the shop couldn't be completed. However, the best way to document a cancelled shop so the scheduler approves compensation is to provide evidence showing that you did everything reasonably expected of you.
Want more help getting started? My book, Take That Job And Mystery Shop It!, walks you through finding assignments, completing shops, writing reports, and avoiding many of the mistakes new shoppers make.
The Best Way to Document a Cancelled Shop So the Scheduler Approves Compensation
Start documenting the situation before leaving the location.
If the business is unexpectedly closed, take a photograph of the building. Get the company sign in the picture so there's no question that you were at the correct location.
If there's a sign on the door explaining why the business is closed, photograph that too. Maybe it says, "Closed for remodeling," "Closed due to power outage," or "Opening at noon today."
Take a screenshot of your phone showing your location if appropriate. Save parking receipts, toll receipts, or other documentation that helps establish that you made the trip.
Your goal isn't to bury the scheduler in evidence. You simply want enough information to verify what happened.
Contact the Scheduler Immediately
Don't wait until that evening to report the problem.
If the shop instructions provide a phone number for emergencies, use it. Otherwise, email or message the scheduler as soon as you realize you can't complete the assignment.
Suppose you're assigned to evaluate a new-home sales representative. You arrive at the development and discover that the sales office is unexpectedly closed.
Take a picture and contact your scheduler.
Don't decide on your own to visit another location unless the instructions allow it.
I've had a situation where the sales counselor was supposed to be at work -- but wasn't. That's important information the client needs to know.
The scheduler may tell you to return another day, visit a nearby property, or submit the assignment as an unsuccessful attempt.
Following those instructions gives you a much stronger argument for compensation.
Write Down Exactly What Happened
Memory gets fuzzy quickly, especially when you're completing several assignments in one day.
Write down the time you arrived, what you observed, whom you spoke with, and what prevented you from completing the shop.
For example:
You arrived at 2:10 p.m. The doors were locked. A sign stated that the business had closed at 1:00 because of an electrical problem. You photographed the sign and contacted your scheduler at 2:15.
Those details are far more useful than writing, "The store was closed."
This is especially important if you're requesting payment.
What If the Shop Started Before It Was Cancelled?
Sometimes you've already completed a significant portion of an assignment when something goes wrong.
Perhaps you completed most of an apartment tour before the leasing agent was called away. Maybe you began an automobile shop, but the vehicle required for the test drive wasn't available.
Explain exactly how much of the assignment you completed.
If you spent 45 minutes performing a shop before circumstances outside your control stopped it, the mystery shopping company may consider partial or full compensation.
Don't exaggerate what happened. Schedulers deal with hundreds of assignments and usually recognize inconsistencies.
Cancelled Video Mystery Shops
Video assignments require additional care because you may already have recorded valuable footage.
If the shop ends unexpectedly, don't delete the recording.
Save the original video and immediately write down what happened. Contact the scheduler before attempting the assignment again. A second visit could create problems if the same employee recognizes you.
The video itself may provide excellent evidence that you arrived and attempted the assignment.
Follow the mystery shopping company's instructions concerning uploading or retaining the footage.
Documentation Doesn't Guarantee Payment
Understanding the best way to document a cancelled shop so the scheduler approves compensation doesn't mean you're automatically entitled to payment.
Every mystery shopping company has different policies. The client may determine whether an unsuccessful attempt qualifies for compensation. Some companies offer a reduced fee or travel allowance, while others may simply reschedule the assignment.
There is also a big difference between a shop that couldn't be completed and one the shopper failed to complete correctly.
If you arrived after the required shopping window, forgot an important part of the scenario, or didn't follow the guidelines, documentation probably won't rescue the assignment.
Make the Scheduler's Decision Easy
Schedulers are trying to determine one basic thing: Did you make a legitimate effort to complete the assignment?
Give them the information they need to answer yes.
Document your arrival. Take appropriate photographs. Save receipts when applicable. Record the times. Contact the scheduler quickly. Keep your explanation factual and professional.
Don't send an angry message demanding payment. Explain what happened and ask how the scheduler wants you to proceed.
Ultimately, the best way to document a cancelled shop so the scheduler approves compensation is to create a simple record showing that you were at the right place, at the right time, following the right instructions.
You may not always get paid.
But good documentation gives you a much better case than simply saying, "I showed up, but I couldn't do the shop."
About the Author
I'm Mystery Don, and I've completed mystery shopping assignments for restaurants, hotels, apartment communities, automobile dealerships, and new home builders.
I created this website to help people avoid the mistakes I've seen—and to show new shoppers how legitimate mystery shopping really works.
My book Take That Job And Mystery Shop It! lists over 150 mystery shopping companies to contact. I offer beginner-friendly tips and honest guidance without hype.
We're always looking for new faces to visit different places.
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