Index
If you accept an H-E-B Shop & Deliver order, you’ll be prompted to shop for the items inside H-E-B before delivering to the customer. To help you complete these orders quickly and efficiently, our expert Runners and H-E-B Partners have compiled tips and tricks for everything from navigating the store to delivering the order.
Navigating the store
Most H-E-B stores follow a similar layout. Knowing the layout can help you shop quickly and efficiently.
- Produce is found at the front of the store on the left or right side
- Refrigerated items are found along the back wall
- Dry goods are located in the center aisles
The Runner app will display items in an ideal shopping sequence to help you navigate the store quickly and keep food fresh. Additionally, each item has detailed location information and can be scanned in the app to help ensure the customer’s order is correct.
H-E-B Shoppers advise selecting produce first, then dry goods, and finishing with cold items like meat, dairy, or ice cream. Shopping for cold items last can help preserve the temperature and keep them fresh as long as possible.
Selecting items
H-E-B Shoppers have provided tips for selecting the highest quality items available:
- Check expiration dates and choose the latest date available
- Avoid damaged or leaky packaging
- Review the customer’s Order notes and Substitution preferences when items are unavailable
- Call or text the customer if you have questions
H-E-B aims to keep the produce section at the peak of freshness. Still, it can be helpful to compare items to find the best option for your customer.
When shopping for produce, it can be helpful to:
- Review customer preferences
- Reference in-app tips and tricks
- Review multiple options to find the best quality
When picking out avocados, tomatoes, or other soft fruits, finding the best option can be tough. When selecting these items, you can follow these tips:
- Pick options with minimal or no bruising
- Avoid selections with dents or damage from other customers
- Look for the freshest possible option
- Ask an H-E-B Partner for assistance if have trouble
Texans don’t joke when it comes to the steaks they grill or the brisket they cook. When you are shopping in the meat and deli section, there are a few tips you can in mind to help you get top quality items for the customer:
- Avoid bloody meat
- Avoid excessively dark meats
- Look for discoloration or bone dust
Refrigerated items are generally located along the back wall of the store. This area will house products such as cheese, breakfast meats, dairy, etc. Storing refrigerated items in insulated bags helps preserve item temperature and quality.
H-E-B Shoppers suggest comparing expiration dates and selecting the option with the latest expiration date.
Placing bread and eggs separately in the basket is a helpful way to make sure they arrive to the customer without damage. Other fragile items to keep in mind include flowers, produce, and items in glass bottles.
H-E-B Shoppers have provided the following tips for selecting dry goods:
- Brand: Noting the customer’s preferred brand can help you locate the item quickly on the shelf.
- Size: Many items have different size options that look very similar. It can be helpful to review the order when looking for the correct size.
- Packaging quality: If an item is dented, cracked, or has labels removed, it is recommended to look for an option without damage.
TheRunner app will include frozen items at the end of the shopping list. To help preserve quality, we recommend shopping for frozen items last. Placing frozen items in an insulated bag can help preserve the item’s temperature while you shop and drive.
Ice cream is one of the most requested frozen items. You can reference the Runner app to check you are selecting the correct flavor, as this will not be detected by the barcode scanner.
Substituting items
If an item is unavailable, you can check the customer’s notes and pick a reasonable substitution for the item.
Some items may not have substitutions available. If this happens, you can select No substitutions in the Runner app.
Some best practices when substituting are:
- Swap organic items with other organic options
- Cage-free eggs should be swapped for other cage-free options
- Check for specialty requests like plant-based butter, gluten-free bread, or non-lactose milk
Checking out
After you have shopped for all the items you can head to the checkout area. You can reference the Runner app for check out instructions.
For some orders, you may be instructed to go through the checkout area and pay with your Runner card, while others might require you to complete a quick audit with an H-E-B Partner.
When bagging groceries, it can help to follow common best practices. H-E-B trains their baggers to:
- Bag meats together
- Place produce together
- Bag eggs and bread separately
- Never bag hot items with cold items
- Never bag chemicals with food
- Aim for around 5 items per bag
If you have questions about bagging items, H-E-B Partners can help you in the store.
Delivering items
Once your order is audited and bagged, you can head to your vehicle. Expert Runners shared it can be helpful to separate multiple orders in your vehicle so they do not get mixed up.
Mapping your route ahead of time can help a speedy drop off. You can select your preferred mapping software in the Runner app Settings.
Expert Runners recommend texting or calling the customer if you have trouble locating them.
Some highway addresses can display inaccurately in certain mapping apps. Checking the address in another app can help confirm the location.
Confirmation photos are also available for all orders! For great customer service, expert Runners suggest:
- Taking a photo that includes features like the front door, address numbers, and unique details
- Taking a photo before knocking on the door for in-person deliveries
- Texting a photo to customers when multiple photos are necessary for large orders