Once your report has been submitted and is In Review, the QA Team evaluates it to ensure all relevant information, photos, and actions have been completed.
There are only four possible outcomes after the review:
Retry – Some parts of the report need correction or clarification, such as missing information, blurry photos, or data that doesn’t match instructions. You can submit corrections and complete the job.
Failed – The report did not meet requirements due to insufficient or incomplete data, data manipulation, or instructions not being followed correctly.
Attempted – A job may be attempted if you could not complete it for something out of your control. For example: if you verified the opening times online for a store before visiting but the store was actually closed, your job would be marked as attempted by the review team once reviewed. However, if the store was listed as closed online and you visited during closed hours, it would be failed instead. You will still be paid for an attempted job.
Completed – Your report meets all requirements. Data is clear, accurate, and complete.
When a Retry is Issued
If a report requires changes, you will receive a Retry message via the Shepper app.
You have 24 hours from the time the Retry is sent to resubmit your report with the necessary changes.
If the report is not resubmitted within 24 hours, it will be automatically marked as Abandoned and payment will not be issued.
Guidance from QA
Our QA Team will always provide concise, clear instructions on what amendments are required.
This might include:
Adding more detail to your responses
Occasionally returning to the store/location if the information is incomplete
If you are unsure what changes to make, contact Support via in-app Chat or email. We’re here to help!
Timing of Retries
We aim to issue Retry requests shortly after a report is submitted, but please note:
QA reviews are manual, so sometimes retries may take longer than expected.
We are working to minimise delays to make this process faster and less frustrating.
Outcome After Resubmission
Once the required changes are made satisfactorily, the report will be checked, and if the information is complete, accurate and clear, it will be Approved.
QA will always try to salvage jobs where possible, but sometimes a report cannot be approved if corrections are not made correctly or in time.
Important Notes
Retries do not affect your performance statistics.
Following instructions carefully reduces the likelihood of a Retry.
Retried reports must be completed within 24 hours.
If you receive a retry, please ensure you access the job on the same device you originally submitted the job with.
Why Reports Might Be Failed
Whilst the vast majority of reports are passed, there are some occasions where a report might be failed.
All reports are reviewed by our QA Team, either in real-time or later during a delayed review stage, to ensure the quality of every report.
For example a report may be failed if:
The job was completed outside of store opening times or outside the specific times listed in the job.
It contains unsuitable media, such as blurry photos, obstructed views, photos from vehicles, missing photos, photos of screens, shaky videos, or poor angles.
It contains contradictory or imprecise answers.
The required information is missing.
It contains inappropriate or offensive language.
The job was not completed at the correct location.
Any requested edits following a retry note are not made.
Evidence suggests that the answers in the report have been falsified.
What Does “Attempted” Mean?
Sometimes a task in the Shepper app may be shown as “Attempted” rather than “Completed”. This usually happens when you were unable to fully complete the task due to circumstances outside your control, such as:
Staff refusal
The store is being permanently closed
Access issues or last-minute cancellations
These situations are outside the control of both Shepper and the Shepherd. You should contact Live Support and you will receive guidance on what to do next. The “Attempted” status reflects that you did as much as possible to complete the task and can only be placed on your job once verified by the review team. Please note that if a store is listed as closed on the internet within the hours you visited, your job would be failed rather than attempted.
Good news: Attempted tasks are still paid and will appear in your wallet once verified by our QA team.