Quick Answer: If the lead partner doesn't show, the manager is unaware, or you're turned away from an orientation, report it in-app immediately. You may be eligible for turn-away payment if verified. You'll need to reschedule a new orientation to qualify for future work.
Details: Lead partner absent: If the lead partner did not show up for your shadow orientation, report it as a turn-away through the in-app process while still at the store. Provide: manager's name, that the lead partner was absent, and your selfie at the store.
Manager unaware of the shift: For audit or training shifts, show the manager the shift details in the app — including the Authorization Letter if provided. For Dunkin' Donuts and other audit shifts, instruct the manager that the letter authorizes your visit. If they still refuse, report as a turn-away.
Turned away from orientation: Whether due to phone battery dying, manager refusal, or lead absence, report it in-app. You may receive turn-away payment if verified. However, you MUST reschedule a new orientation shift to qualify for future work on that project.
Orientation not passed: If you didn't pass, you may still receive payment for on-site time. You'll need to reschedule a new orientation to try again. Contact support only if no new orientation slots are visible after 48 hours.
Shadow bonus payment: Shadow and ambassador bonuses are processed after the shift is approved. If missing after 7+ days, submit a ticket.
When to Submit a Ticket: Only if you reported the issue in-app during the shift and haven't received resolution within 48 hours. Include whether the problem was the lead partner, the store manager, or a technical issue. Do not submit a ticket as a substitute for in-app reporting.