So, I'm helping out my non-social shopper friend who asked me for help.

Shopper performed a high end shop with multiple steps. Friend has done this kind of shop several times and is familiar with the protocol. Has never encountered an issue.

In the middle of the night friend receives a message from a wordsmith editor that the shop will not be paid because on element of the job was not followed (making an appointment and following up with staff). Friend did make an appointment and follow up so there is some issue/misunderstanding. Friend wrote to the editor but has not heard back.

Friend also reached out to the scheduler who said she has nothing to do with editing and if editor rejects it, that's it.

I'm hoping my friend will hear back from the editor but having never had this situation myself I'm unsure as to how to advise. My friend forwarded the correspondence to the editor and also took screenshots and attached them to the email. Friend is upset as it's a high paying job and was out of town, etc.

I guess I'm wondering how one escalates an issue if the job has been completed and somehow the editor missed a detail. Is there a help line with ipsos or how else should I advise my friend?

Since this is not my shop and not my experience and I haven't had an issue like this, I'm not sure how one would proceed. I have had one rejected shop but it was fast food and nothing really to discuss about it. However, I have had someone reach out and ask for a missing element or about a detail, etc. I'm so surprised that the editor did not ask for additional information or clarification before flat out rejecting a high end shop. (I did confirm with my friend that they did not reach out for more info before saying they would not pay.)

Thanks for any help or suggestions about this. My friend feels kind of sick about it and I'm hoping there's a way they can reach someone and resolve it.

Edited 1 time(s). Last edit at 05/08/2024 11:24AM by olympia tennenbaum.

Your friend should contact the program manager for this project at IPSOS. To do so:

1.Login to Shopmetrics
2. Click on "News" on the left hand side of the screen
3. Click on "Team" at the top of the screen
4. A list of their program managers and which programs they manage will appear, with contact info.

I'd suggest your friend forward the email they sent to the editor to the program manager directly, with the editor on cc. Good luck to them!

@Cassiespark wrote:

Your friend should contact the program manager for this project at IPSOS. To do so:

1.Login to Shopmetrics
2. Click on "News" on the left hand side of the screen
3. Click on "Team" at the top of the screen
4. A list of their program managers and which programs they manage will appear, with contact info.

I'd suggest your friend forward the email they sent to the editor to the program manager directly, with the editor on cc. Good luck to them!

Wow, this is SO helpful! I didn’t even know such a thing existed. I’ve been doing this a couple of years but haven’t done too much with Ipsos.

Thank you again!

I'll try to update because I always like learning from the folks on here and learning the outcomes. The project manager was not listed on the news page - I checked too. My friend wrote to the generic email as well as a project assistant. My friend had not yet heard back from the editor (who may work in a different time zone). Friend send a screenshot of the item that was deemed to be missing and asked to be connected with the project manager and afforded the opportunity to provide additional information if needed.

My friend is feeling kind of sick about the time invested in this multi step shop and visit out of town. I tried to lift their spirits and say hopefully Ipsos and the project manager will do the right thing. All we can do is the best we can do.

It's kind of a harsh reminder that we all take on the work and expense and then hope for things to go right at all the multiples steps down the line.

An aside but this friend was also affected by another MSCs payment issues, as discussed in another thread, that were eventually remedied. They have been feeling kind of down about mystery shopping as a result of these headaches.

Anyway, thanks to folks for their helpful responses on this forum. It definitely helps making being an independent contractor not feel so lonely. I am most appreciative. I'll try to provide an update if/when I get one.

Kind of you to help your friend through this situation!

@MsJudi wrote:

Kind of you to help your friend through this situation!

Well, I'm not too much help because I don't have the experience. I wish my friend would just join the forum and be an active participant. I guess I'm also waiting for pigs to fly!

You can lead a horse to water......

Maybe try Carrie Medina. One of the Ipsos schedulers mentioned to email her when having issues. The scheduler included her email address in the post string about Ipsos complaints and pay, but maybe it is on their website or can be found online.

carey.medina@ipsos.com. She's pretty responsive.

@Cassiespark wrote:

carey.medina@ipsos.com. She's pretty responsive.

Thank you @Zek and @Cassiespark. Much appreciated! I'll send this to my friend.

For the update - nothing has really happened yet. The project manager for these jobs is not listed on the website. Friend wrote to two other folks who gave the name of the project manager and said she was out of town. I believe she might be back in the office today so hopefully she'll be able to help.

I was surprised that the scheduler did not have any additional info to help and that the editor never responded to my friend. I was forwarded the the response and it was very professional and cordial and included any information that in contention so I'm very surprised that the editor didn't respond at all.

Thanks again for this contact. I'll pass it along and update if/when my friend hears back.

I had an IPSOS shop where the editor did not respond at all, shop declined & the general mailbox never replied.
I'm not surprised at all that the editor didn't respond. Might have been easier for them to just hit reject than spend the few minutes getting the correct info.

@viv0412 wrote:

I had an IPSOS shop where the editor did not respond at all, shop declined & the general mailbox never replied.
I'm not surprised at all that the editor didn't respond. Might have been easier for them to just hit reject than spend the few minutes getting the correct info.

That is awful. I'm so sorry that happened.

I'm so angry and upset for my friend because it was a $100 shop that involved watching videos, corresponding with staff ahead of time. Contacting the location and documenting many steps along the way, plus driving out of town and then documenting all follows ups.

My friend did make a small mistake and missed checking yes on a section that expanded. My friend did another one of these shops. When the editor reached out, my friend contacted them right away and provided the missing information. The editor never responded. My friend then reached out for help and was given info for the manager.

The manager wrote back and basically said you clicked the wrong thing. There was no offer to help or to remedy the situation. This makes me really furious. This seems like an extremely unprofessional way to treat an independent contractor. My friend has provided all that the shop required and did it in a timely manner. They did make a mistake and did not see a section that expanded but considering they provided all the required info, I feel that this is really unprofessional.

Anyway, I kind of feel like screaming into the void. I wish there were more (or any) protections for people who are independent contractors.

I'll update if there is any resolution for my friend.

@olympia tennenbaum wrote:

@viv0412 wrote:

I had an IPSOS shop where the editor did not respond at all, shop declined & the general mailbox never replied.
I'm not surprised at all that the editor didn't respond. Might have been easier for them to just hit reject than spend the few minutes getting the correct info.

That is awful. I'm so sorry that happened.

I'm so angry and upset for my friend because it was a $100 shop that involved watching videos, corresponding with staff ahead of time. Contacting the location and documenting many steps along the way, plus driving out of town and then documenting all follows ups.

My friend did make a small mistake and missed checking yes on a section that expanded. My friend did another one of these shops. When the editor reached out, my friend contacted them right away and provided the missing information. The editor never responded. My friend then reached out for help and was given info for the manager.

The manager wrote back and basically said you clicked the wrong thing. There was no offer to help or to remedy the situation. This makes me really furious. This seems like an extremely unprofessional way to treat an independent contractor. My friend has provided all that the shop required and did it in a timely manner. They did make a mistake and did not see a section that expanded but considering they provided all the required info, I feel that this is really unprofessional.

Anyway, I kind of feel like screaming into the void. I wish there were more (or any) protections for people who are independent contractors.

I'll update if there is any resolution for my friend.

I'm sorry this happened to her. I made a small mistake with one photo.... the app was glitchy and I ended up having to submit like 100 placeholder photos just to submit the shop. I emailed the editor the correct photo as well as uploaded it and resubmitted in the report. Then just ghosted. It was a $60 or $75 shop... can't remember at the moment, I'd have to open my spreadsheet. (And that would require me to get up from my comfy chair and walk into my office so not happening, lol)

I think I am responding to Olympia, but it might be to Viv.

ICs have the control of refusing to permit continued MSC abuse. The only possible exception that comes to mind, is a financial situation that would require a shopper to "grin and bear it."

@viv0412 wrote:

@olympia tennenbaum wrote:

@viv0412 wrote:

I had an IPSOS shop where the editor did not respond at all, shop declined & the general mailbox never replied.
I'm not surprised at all that the editor didn't respond. Might have been easier for them to just hit reject than spend the few minutes getting the correct info.

That is awful. I'm so sorry that happened.

I'm so angry and upset for my friend because it was a $100 shop that involved watching videos, corresponding with staff ahead of time. Contacting the location and documenting many steps along the way, plus driving out of town and then documenting all follows ups.

My friend did make a small mistake and missed checking yes on a section that expanded. My friend did another one of these shops. When the editor reached out, my friend contacted them right away and provided the missing information. The editor never responded. My friend then reached out for help and was given info for the manager.

The manager wrote back and basically said you clicked the wrong thing. There was no offer to help or to remedy the situation. This makes me really furious. This seems like an extremely unprofessional way to treat an independent contractor. My friend has provided all that the shop required and did it in a timely manner. They did make a mistake and did not see a section that expanded but considering they provided all the required info, I feel that this is really unprofessional.

Anyway, I kind of feel like screaming into the void. I wish there were more (or any) protections for people who are independent contractors.

I'll update if there is any resolution for my friend.

I'm sorry this happened to her. I made a small mistake with one photo.... the app was glitchy and I ended up having to submit like 100 placeholder photos just to submit the shop. I emailed the editor the correct photo as well as uploaded it and resubmitted in the report. Then just ghosted. It was a $60 or $75 shop... can't remember at the moment, I'd have to open my spreadsheet. (And that would require me to get up from my comfy chair and walk into my office so not happening, lol)

I understand if someone makes a major bungle and does not follow the instructions or misses a major element, etc. I feel if you are working in good faith and communicative then the business ought to give you a chance to make it right.

I think my friend is going to try the email provided here, the phone number on the website as well as FB if they don't get a response. My friend had two of these shops and the other had a clarifying question and was returned so it's not as if they can't return a shop.

My friend regularly gets top graded reports from the long narrative MSC that is on many people's 10 foot pole list so I'm confident my friend does good work. They are also regularly recruited from another MSC to do this kind of luxury shop so I'm confident the quality is high. Anyway, I have to stop typing on this one or my head is going to explode.

Edited 1 time(s). Last edit at 05/08/2024 11:23AM by olympia tennenbaum.

@shopperbob wrote:

I think I am responding to Olympia, but it might be to Viv.

ICs have the control of refusing to permit continued MSC abuse. The only possible exception that comes to mind, is a financial situation that would require a shopper to "grin and bear it."

Bob, in your long and storied career, have you encountered a situation like this where an MSC has refused to communicate or work with you? I have not personally encountered this. I think if I did, I would likely stop working with them. I feel if someone is working in good faith and communicating then the company should work with them.

Olympia, I am off to both visit two suppliers and catch four Kroger's. This evening, I will scan my log and count the number of MSCs I have terminated, for what I considered, cause. My short answer is several, BUT, I am in the financial position to take such an action. As there are few shops requiring my strength of narrative, it is a wonder the industry has not banished me.

@shopperbob wrote:

Olympia, I am off to both visit two suppliers and catch four Kroger's. This evening, I will scan my log and count the number of MSCs I have terminated, for what I considered, cause. My short answer is several, BUT, I am in the financial position to take such an action. As there are few shops requiring my strength of narrative, it is a wonder the industry has not banished me.

Oh, Bob, no worries! I know you have fired and been fired (your terms!).

UPDATE - okay, there seems to be a much happier resolution. My friend reached out to the manager again and asked if the first shop could also be sent back rather than rejected since they had done all of it and had all of the information (and had already sent it to the editor as well as the manager). Finally, the shop was sent back for my friend to edit! So, hopefully all will now be resolved.

The one thing that really stuck with me was that the editor told the manager that she had not received anything from my friend, who had reached out to her directly and also the CCed her when contacting Ipsos and the manager. The manager said that the editor was going to check her spam.

So now, it makes me wonder how one gets ahold of wordsmith if our shops can go there to die if editors don't check their email or spam.

You should encourage your friend to join in here, olympia. We're a friendly bunch (for the most part.)

I really never thought of it before I read your post below but it made me realize that yes, many of those "unfriendly" or downright abusive posters from a few years ago seem to have given up and left the forum. The forum has been a much more cooperative and friendly place lately.

@drdoggie00 wrote:

You should encourage your friend to join in here, olympia. We're a friendly bunch (for the most part.)

@drdoggie00 wrote:

You should encourage your friend to join in here, olympia. We're a friendly bunch (for the most part.)

Have you ever noticed how some people naturally gravitate towards research and some people just don't? Let's just say my friend and I are opposites.

@sandyf wrote:

I really never thought of it before I read your post below but it made me realize that yes, many of those "unfriendly" or downright abusive posters from a few years ago seem to have given up and left the forum. The forum has been a much more cooperative and friendly place lately.

@drdoggie00 wrote:

You should encourage your friend to join in here, olympia. We're a friendly bunch (for the most part.)

I was actually thinking about this a couple of days ago and trying to remember one member who seemed to always stir the pot but I couldn't remember the name. I was wondering what happened to them!

(Not that the forum is lacking those who stir the pot!)

Edited 1 time(s). Last edit at 05/10/2024 02:40PM by olympia tennenbaum.

Glad to hear that your friend gets the happy solution. While I do agree that it would be better if the editor "helps out", I do think that from time to time things go both way as well....just imagine if you are the editor, and you have to deal with hundreds, if not thousands of "jobs" audits and checking....and if he/she has to spend time on even half of them "helping out" because you are careless, how much more workload is he or she going to get? To you it is one mistake, but to him/her, it could mean hundreds, which could mean massive delays, and it will again, lead to another complain: slow in approving and delay in payments by another group of ICs....

Also in regards to checking emails and spams....it seems like the person is out of town...could very much means that that editor is on vacation....that would make sense that he isn't going to check work emails when he is off work right? And how often are you really checking spam emails let's be real? Of course, it could very much just be his excuse. But it could also be very real based on what's being posted on here

@olympia tennenbaum wrote:

I was actually thinking about this a couple of days ago and trying to remember one member who seemed to always stir the pot but I couldn't remember the name. I was wondering what happened to them!)

You mean johnb974? He's still here.

Thank you so much Olympia and all you responded with helpful advice as I had a similar issue recently. I was having difficulty downloading the photos Ipsos needed for the shop, tried everything and nothing worked, glitch in the system I guess. I responded to the editor letting her know about the problem and sent her the missing photos. The next thing I knew, the shop had been rejected. I realize now, that the editor may not have had the ability or time to download the correct photos I sent but there was no listed scheduler to CC or ask for help. Thanks for providing Carey's Medina's email as she responded immediately and assisted me. I did ask if another IT problem occurs and there is no scheduler, who to contact. Thank you everyone.

Thank you so much Olympia and all you responded with helpful advice as I had a similar issue recently. I was having difficulty downloading the photos Ipsos needed for the shop, tried everything and nothing worked, glitch in the system I guess. I responded to the editor letting her know about the problem and sent her the missing photos. The next thing I knew, the shop had been rejected. I realize now, that the editor may not have had the ability or time to download the correct photos I sent but there was no listed scheduler to CC or ask for help. Thanks for providing Carey's Medina's email as she responded immediately and assisted me. I did ask if another IT problem occurs and there is no scheduler, who to contact. Thank you everyone.