With Mystery Shopping Expert Melanie Jordan
Author of
The Perfect Work-At-Home Job: Mystery Shopping
How To Finally Make Money As A Mystery Shopper
The Quick And Easy Guide To Making Money
As A Merchandiser
Award-Winning Publisher of
Perfect Work-At-Home Job Update E-zine
Getting What's Coming To You:
What To Do When You're Not Getting Paid
While most companies in the mystery shopping industry are careful to pay their shoppers for what they have earned on-time, just like any self-employed person, sometimes you have problems collecting your payment. And there's nothing more discouraging and frustrating than not getting paid!
First things first. Are you sure that check you have been looking for longingly in your mailbox is actually overdue? Keep in mind that each company's payment schedule can vary and especially if you do a shop at the beginning of the month and their payment policy is to pay 30 days after the month you did the shop ended, you could be waiting 60 days for your check. Payment on a shop report submitted July 1st would be due August 31st under this scenario.
Always ask the mystery shopping company what their payment schedule is so you will know what to expect. Then if a week past the date you should be paid, according to their schedule, goes by without receiving your check, politely call or e-mail the company to inquire (don't get nasty and automatically assume they are trying to stiff you). Oversights do happen and the two times I had to do this, both companies apologized and immediately mailed me my check. Also make note of the date, time and who you spoke with for your records.
I recently went through one such situation with a very well-known company right now, but their accounts payable person has assured me that in converting over to a new payroll system to try and speed up payments, it has actually messed up this month's cycle. I have been promised a check by the end of next week. I actually felt bad for this person as she said "you would not believe the hate e-mails I am getting"! Perhaps this company should have taken the initiative to e-mail all affected shoppers to avoid the "hate e-mail", and the bad feelings it may have created among shoppers who might be wary of doing work for them again.
Suppose the non-payment issue is not solved that easily? What do you do to get what's coming to you?
Contact the company again, still politely, but a little firmer this time. Determine what the issue is and get a definite commitment as to when a check will be received (note the date, time and who you spoke with in your records). If you still don't get your check as promised, make one more contact and ask for a supervisor or owner (if a small company). Mention that you "have enjoyed working for them but their payment is now seriously overdue". Add that "you cannot do any more work for them until you receive payment for the work you have done". Close with the point that you "believed you were working with a quality company, and wanted to resolve this amicably, but if you don't receive your check within the next week, you will have no choice but to contact The Better Business Bureau and register a complaint against their business" (again note date, time, person spoken with).
The last call should really do it, but if not, follow-up on your promise to contact The Better Business Bureau in your local area and file that complaint.
Suppose the issue is non-payment or reduced payment because of an issue with your report? Here's where a paper trail helps, even in this electronic age.
You should always have copies of your shop assignment confirmation, assignment guidelines, and additional e-mails or phone conversation notes between you and the company or scheduler, as well as your notes for the shop, your completed report and any back-up materials like business cards, receipts, etc. It is also a very good practice to confirm back your assignment award in an e-mail upon receipt. Keep all of these items for every shop until you are paid.
Provide documentation to the company along with a polite, but firm (not nasty) e-mail or letter explaining why you are correct about the deadline, the way you conducted the shop, etc., keeping a copy for yourself. If this doesn't work, you can either use the Better Business Bureau, and/or if you are a member of the National Center For Professional Mystery Shoppers (NCPMS) like I am, you can take advantage of their free shopper mediation services. Contact the NCPMS for details on a free membership.
Again, it is rare to have a non-payment issue in mystery shopping (so newbies, don't get scared), but now you'll know what to do and what kinds of records to keep to win your claim.
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