There is often a disconnect between guidelines and the actual shop survey. When possible, I print out a copy of the survey before doing a shop. If it's a shop I already know, I'll LOOK at the survey to see if there's been changes.
Fortunately, I would say this happens less than 5% of the time.
Some of the things I've run into include the guidelines requiring photos, but the survey has no place to enter the photos; conversely, the guidelines not mentioning photos, but the actual survey requiring them. The guidelines requesting descriptions as follows: gender, glasses/no glasses, hair color, beard/no beard. Then the survey also wants to know height, ethnicity, age, or something else not asked for in the guidelines.
Heck, just this week, I printed out the guidelines AND survey. Reporting the shop, it felt weird -- hey, that question wasn't on the survey I printed out! Sure enough, it was NOT Not addressed in the guidelines, either. Fortunately, I had lots of photos, so was able to answer the question -- but if I hadn't taken LOTS of extra photos, I would have been totally lost. And, sure enough (according to the scheduler), those questions were added to the survey at the client's request after I printed them off.
One big box store, I did a "competitor" shop. Instead of rewriting the guidelines, everywhere Company A was mentioned, they merely changed the name to Company B.
Company A has XXXX department; Company B does not. Company A provides employees with business cards; Company B does not. Yet you're required to upload the (nonexistent) business card from the employee from Company B!!! That was the WORST shop I ever did. No business card from an employee in the non-existing department!!!
Yes, mistakes happen. And although I am VERY GOOD about getting clarification before I go do the shop if I have any questions, the fact is, you can't know what you don't know.
You can't clarify something that isn't even mentioned in the guidelines or survey. You just can't.
Just M2CW. YMMV.