Show:
Delivery Only
Shop Only
Shop and Deliver
General Questions
100

If a shopper had shopped the order and left the store, do we cancel or reschedule? 

Reschedule 

100

How many actions are required when a shopper requests to cancel an order before the picking process has started?

1 

100

If a shopper requests to remove a batch after checking out due to distance, how long will their account be paused for?

 24 Hours batching pause

100

Does a shopper receive payment for an unassigned order?

 No

200

Should the order page be notated for a delivery only if the shopper left the store ? 

 Yes
Notate the order page: “Rescheduled for [date] due to [brief description of issue].

200

If the shopper hasn't started picking  for a shop-only order and requests its removal, do we send the customer an SMS?

 No just unassign the order.

200

What is the first action required when a shopper contacts you about removing an order?

Action

Check if the shopper checked out.

200

Which rate is affected when a shopper requests to remove an order due to personal reasons?

Cancellation Rate

300

Shopper is still at the store.(Delivery-only) Should the picking be reset? 

No
Don't reset picking.

300

If the shopper has already started picking but requests the order to be removed for personal reasons, do you proceed with canceling the order?

 No we would Unassign. 

300

Should the customer's name be included in the SMS when assigning the order to a different shopper?

 Yes

300

If the customer hasn’t requested to cancel or reschedule an order, but the shopper is asking for removal, how should we proceed?

 Unassign

400

When do we tell the shopper to return the items to the to the staging area? 

 When the shopper is still at store doing a delivery-only

400

How many actions are needed if the shopper has started picking but doesn't want to complete it and requests the order to be removed?

4 Actions are required.

Actions—

  1. Unassign the order.
  2. Reset picking.
  3. Notate the order page: “Reset picking due to shopper [brief issue description]”
  4. Text the customer: “Hi [customer name], this is [specialist name] with Instacart. Your shopper encountered an issue while fulfilling your order. We’ll assign your order to the next available shopper.
400

Do we advise shoppers to return the items to the store after removing the order post-checkout?

 Yes 

500

How many actions are required if the shopper requests to be removed from the order after leaving the store?

5 Action

500

True or False: Once picking has started and the shopper requests the removal of an order, the picking  must be reset.

 True

500

Should your name, as the agent, be included in the SMS when removing the order from the current shopper?



 Yes [specialist name]