Knowledge Check

Knowledge000002834Order Disappeared

100

A batch  disappeared from the shopper app. This can occur if an order is__________ , _________, or _________  without notifying the shopper.

Canceled , Rescheduled and Unassigned

200

When a shopper contacts you about a batch disappearing from their app, How many action should be given first?

Action: 2

300

Unassigned batch:

Action

1. Go to _________ to confirm the shopper got paid for the batch.

Earnings

400

Active batch in progress

What are the action needed?

Action—

Confirm the batch includes removed order(s).

1. If yes, tell the shopper they got paid for orders completed in this batch.
2. If no, tell the shopper the batch remains active and assigned to them. Explain you can’t see any removed orders and suggest they restart their Shopper app.
3. Select case type: Batch Selection / case reason: Batch Acceptance and submit as Solve

500

Case type: _________/ case reason:_________ and submit as___________. 

Batch Selection 
 Batch Acceptance
 Solved 

Knowledge000003007App Status Freeze

100

Can’t acknowledge batch

Tell the________ that Instacart can’t ________ batches for them. It’s best to use Troubleshooting the Instacart Shopper app help center article.

Shopper
Acknowledge

200

Shoppers can’t see exact customer ________ until the delivery phase

Addresses

300

Shopper ISN'T at approved store location.
Action needed? 

Tell the shopper you can’t move them forward until they arrive at the correct store location. For Order Ahead orders, the shopper MUST be at the specific retailer location.

400

Shopper is at the correct store location. 
Action Needed? 

1. Click Retry and ask the shopper to try moving forward again.
2. If that doesn’t work, move the shopper forward and mark the reason as "Shopper at the approved location but Instacart's location pin for the store is incorrect". If you get “Spilled Milk”, mark the reason as “Other (please provide detailed explanation).”
3. Tell the shopper you moved them forward to the Picking stage.

500

Issues marking items as found. Action needed? 

Check to see if the shopper picked all items on the list (ex. marked as found, replaced, or refunded).

Knowledge000002905Shopper app froze at checkout

100

At store to have bags verified 
Ask the shopper if they can scan the bags.

1. Confirm the number of fridge, freezer, and shelf bags with the __________.
2. Move shopper _________ to Bags Verified.

Shopper
Forward

200

Shoppers may encounter order code issues if

• They need to scan multiple order codes.
• They shopped at the wrong store.

300

Shopper scanned or manually entered receipt info and can’t move to delivery. Action Needed? 

Action:

1. Move shopper forward to Start Delivery.
2. Tell shopper to refresh their app to deliver the customer's order.

400

Refresh App: 

• From the batch page, tap the 3 dots.
• Select Shop tab/Dashboard. 
• Tap the ______.
• Select _______. 
• Tap Refresh. 
• Select Refresh App.

Profile Icon
Settings

500

Shopper forgot to scan an item

Actions

1. Move the shopper backward in the app to Checkout.
2. Ask the shopper to scan the forgotten item(s) and use their payment card to make a second transaction

Knowledge000002709Batching Pause

100

Use this guidance if shoppers get a _________their shopping is paused.

Notification

200

Check the __________for a Batching paused.

 Shopper’s profile in Admin

300

Case type: ______/ Case reason: _______and submit as________.

Batch Selection, Batch Acceptance and  Solved 

400

True or False

If a shopper is unhappy with the batching pause, we'll escalate the issue immediately

False

500

Shoppers  can check the _________in the Instacart Shopper app for more details and updates on when they can ________.

Home tab 
Resume shopping

Knowledge000002959Can't receive batch

100

Use this process if a shopper asks about? 

• Not receiving enough batches
• Receiving batches they consider “bad” or low-paying

200

True or False
Suggest there’s an error, bug, or technical issue

False

300

Factors which can affect shoppers accessing batches are ? 

• GPS signal and internet connectivity
• Demand in the shopper’s area
• Whether the shopper is within the highlighted area of a recommended store

400

Make sure the shopper’s account status is ______. 

Active

500

How many relevant shopper help center article we can share with the shopper to assist with troubleshooting?

(Batch access questions)

 3