BATCH/RETAILER TYPE
UNASSIGN
CANCEL/RESCHEDULE
DEEP DIVE
100

WHO ARE PARTNER PICKERS?

Partner Pickers are employed by the Retail Partner. Partner Pickers use our Shopper App to Shop, Stage, or “run” an order out to a Customer.

100

BEFORE UNASSIGNING, NAME 2 OF THE THINGS WE SHOULD CHECK IF THE SH IS EXPERIENCING.

  • Customer asked to cancel or reschedule in the chat
  • Shopper reporting store outage/wrong store hours
  • Shopper reporting out-of-stock items
  • Customer membership card expired
  • Instacart payment card decline 
  • Shopper forgot physical payment card
    • If retailer doesn’t accept digital payment, unassign
  • Shopper reporting a physical injury/safety incident 
  • Car accident (excludes car issues such as flat tire, car not starting, etc.)
  • Connect order
100

WHEN DO WE CANCEL OR RESCHEDULE?

WHEN THE CX ASKS.

100

WHEN A SH REACHES OUT ABOUT AN ORDER THAT HAS DISAPPEARED FROM THEIR APP THIS COULD BE DUE TO?

THE ORDER BEING CANCELLED RESCHEDULED/ UNASSIGNED.

200

WHAT DOES MULTI-STORE MEAN?

2 DIFFERENT STORES TO SHOP AND ULTIMATELY DELIVER THE ORDERS. 

200

IF THE ORDER IS DELIVERY ONLY, HOW SHOULD WE MODIFY?

RESCHEDULE.

200

HOW MANY CASES DOES THE CANCEL/RESCHEDULE PROCESS REQUIRE?

2. 1 FOR THE SH AND 1 FOR THE CX

200

IF THE SH IS UNABLE TO ACKNOWLEDGE THE BATCH, HOW CAN WE HELP?

WE CANNOT ACKNOWLEDGE BATCHES FOR SH. 

300

TRUE/FALSE: Shoppers can click into the batch they want to work, before accepting it, and seeing an even more detailed breakdown

TRUE

300

WHAT ARE 2 THINGS THE SHOPPER MUST BE ADVISED BEFORE UNASSIGNING?

THEY WILL NOT BE PAID AND THEIR CANCELLATION RATE MAY BE AFFECTED. 

300

HOW CAN WE KNOW IF THE CX REQUESTED TO CANCEL OR RESCHEDULE AN ORDER?

THE CHAT ON THE ORDER.

300

THE SH LIVES 5 MINS AWAY FROM THE STORE AND IS ASKING KINDLY FOR YOU TO START THE BATCH AS THEY ARE ON THEIR WAY. LIST THE STEPS YOU WOULD TAKE.

WE CANNOT START THE BATCH UNLESS THE SH IS AT THE STORE.

400

NAME ALL FSS BATCH TYPES

Full Service Batches 

Shop Only Order

Delivery Only Batch

Multi-Store Batch

400

WHAT HAPPENS IF A BATCH IS UNASSIGNED AFTER THE SH CHECKED OUT?

BATCHING PAUSE 

400

WHAT SHOULD YOU DO IF THE SH REFUSES TO REACH OUT TO THE CX?

  1. Unassign the order.
  2. Ask the shopper to return the items to the shelves.
400

WHEN DO WE USE APP STATUS FREEZE CHECKOUT KB?

  • IF THE SHOPPER 
  • At store to have bags verified
  • Can't begin checkout due to order code issues
  • Checkout to receipt verification
  • Receipt / bag verification to start delivery
  • Shopper forgot to scan an item
500

IN ORDER TO SHOP AT COSTCO, OUR SH NEED TO COMPLETE WHICH TRAINING AND HAVE WHAT?

FOOD SAFETY TRAINING AND HAVE COOLER BAGS

500

1.HOW DO WE MODIFY A BATCH TO UNASSIGN 1 ORDER? 

2.HOW DO WE UNASSIGN A BATCH PER THE SH REQUEST? 

1. WE CONFIRM THE CX WE ARE REMOVING, EDIT, SELECT AND REMOVE. 

2. WE SELECT UNASSIGN AND SELECT OK

500

LIST ALL ACTIONS REQUIRED TO CANCEL/RESCHEDULE AN ORDER.

  1. Modify the order.
    • Select The customer.
    • Select Items out of stock from the dropdown.
  2. Don’t merge the shopper and customer Salesforce cases. 
  3. Don’t add an additional bump.
  4. Tell the shopper to return all items to the customer service desk before leaving the store and that they get paid for this order. It can take up to 24 hours for payment to appear.


  1. Create a new parent case.
  2. Select the relevant macro—
    • For reschedules: Customer :: Active Order :: Update Order Info :: Order Rescheduled by Admin
    • For cancellations: Customer :: Order in Progress :: Canceled due to items out of stock
500

THE SH STATES THAT THEY ARE UNABLE TO MARK THE ORDER AS DELIVERED, WHAT ACTIONS SHOULD WE FOLLOW TO HELP?

Ask the shopper if they have issues getting a customer’s signature or scanning their ID.

  1. If yes, ask the shopper if it's alcohol, certified delivery, or Rx.


2. If no, confirm the shopper drove to the customer’s location. From their Admin profile, go to View Maps under Batch Actions. From the batch play page, check the batch map.

  1. Then, mark the order as Delivered and ask the shopper to refresh their app.
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