Occasionally a Scout showing up for a reserved storefront shift runs into a snag — the store manager says the unit isn't authorized to set up, or another unit is already at the location. If this happens, here's how to handle it.
Step 1: Double-Check Your Schedule
Before anything else, confirm the basics:
Date and time — make sure you are there at the correct time.
Location — confirm you're at the correct address.
You can find your confirmed shift details in the Leader Portal or in the app. See Where Can I Find Store Scheduling Agreements?
Step 2: Show the Manager Your Reservation
If your schedule checks out, pull up your storefront agreement and show it to the manager. This confirms your reservation and in most cases includes the name of the person who approved the schedule, which is often enough to resolve the confusion on the spot. (Some corporate agreements do not list a specific person).
Step 3: If the Manager Still Says No
Sometimes store managers aren't aware of corporate agreements, so even a valid reservation can be denied at the location level. Because of this, we don't recommend trying to work it out directly with the store. Instead, escalate it right away so our team can step in.
Here's what to do right now:
In the Leader Portal, click the ? icon.
Choose Storefront Escalation under the Create a Ticket heading.
This routes your issue directly to the storefront team for priority help. Please include as much detail in your ticket as possible, such as:
Your Council and unit number
Store address and scheduled shift time
A brief description of the issue (e.g., "manager says we're not authorized" or "another unit is already set up")
We know a denied storefront can be stressful when your Scouts are ready to sell. Escalating quickly is the fastest way to get it sorted out.be