How do I report a problem with my Instacart order?
In a nutshell: Instacart offers quick delivery services, but issues can arise with orders. To report a problem, go to the "Your Orders" section, find the correct order, click "Report a problem," choose the issue, select problem items, and indicate a resolution. Start a live chat by typing "Representative" and requesting a specialist. Select "My Order" when prompted and continue chatting until reaching a resolution. Contact Instacart promptly for assistance.
Introduction
Instacart is a convenient option for those who need quick delivery of products to their home or pick-up services. Although services can be reliable, there are times when you may experience an issue with your order and need assistance. Knowing what to do if that happens can make it easier and quicker to get a resolution.
What You'll Need
Your order informationThe problem you're experiencing
Open the Menu
From the Instacart website homepage, click the three horizontal lines on the upper left.
Go to the “Your Orders” Section
Scroll down until you find “Your Orders” and click.
Find the Correct Order
Locate the Instacart order you experienced a problem with.
Start the Reporting Process
To the right of the items in the order, there’s a red horizontal box that says “Report a problem.” Click this link.
Describe the Problem
Under “We are here to help - tell us what went wrong,” there are several options under “Item issues” and “Other issues.” Choose the appropriate answer, which ranges from “missing items” to “order never arrived.”
Pinpoint the Items
Click the corresponding items under “Which items had issues?”
Choose a Resolution
Under the question “How can we make this right?,” there will be a suggested monetary solution that varies depending on the item and situation or an option to proceed to the “Help Center.” Since you want to report a problem, continue to the "Help Center."
Start a Live Chat
When you get to the “Help Center,” there’s a green and white chat circle in the lower right corner. Click this button.
Request a Live Chat Session
A virtual chat box will appear with a chat bubble that says, “Hello! I’m Instacart’s virtual assistant. What can I help you with today?” Type “Representative” and click the upward-facing arrow in the green circle to the right of the message box.
Enter Live Chat
Another chat bubble will pop up that says, “Need to speak with a specialist?” Click the green and white “Live chat” button.
Select the Appropriate Option
An “Instacart Customer Experience” page will come up with a box that says, “One last step before I connect you with a Customer Experience specialist.” Under “Select an option,” there are choices that state “My order,” “My Instacart+ Membership,” “My Account,” “My Shopper,” "My Payment Method," and "Other." Click “My Order” as this issue pertains to a problem with your Instacart order.
Complete the Chat
Continue with the chat message and explain the issue with your Instacart order until the two of you can determine a resolution.
Conclusion
If you ever have a problem with your Instacart order, know that a solution isn't far off, and a representative will be there to assist. The sooner you contact Instacart regarding an issue with your order, the better. Make sure to thoroughly explain the problem, and, if possible, what resolution you would prefer.
Further questions?
Solutions to similar problems
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