Customer notifications
If your customers opt in for SMS messages, they can receive the following messages during delivery or pickup workflows. If you want to customize the messages for your use cases, contact your Instacart representative.
General notifications
| Message type | Example content | Related callback |
|---|---|---|
| SMS unsubscribe | Reply STOP to turn off SMS. | None |
| Order Confirmation | We got your order! You can add or edit items before shopping begins. | Brand new |
| Order Confirmation (Big and bulky) | Your <retailer> order for 3:00 pm is confirmed. You can add or edit items until shopping begins. As a reminder, your order contains large or heavy items. | Brand new |
| Order Canceled (Unbatchable) | Unfortunately, due to demand in your area, your <retailer> order can't be fulfilled at this time. Please check back for availability. | Canceled |
| Order Canceled (Unbatchable With Appeasement) | Unfortunately, due to demand in your area, your <retailer> order can't be fulfilled at this time. We've saved your items for next time. We apologize and have credited $5 to your account to make it right. | Canceled |
| Order Canceled (Limited Hours and Inventory) | Your <retailer> order was cancelled. Unfortunately, due to shortened store hours, your order could not be fulfilled. Please check back for availability. | Canceled |
| Order Canceled (Limited Hours and Inventory With Appeasement) | Your <retailer> order was cancelled. Unfortunately, due to shortened store hours, your order could not be fulfilled. We apologize and have credited $5 to your account to make it right. | Canceled |
| Order Item Refund 1 | Rob refunded: <order item>. Reply <approval letter> to approve this replacement, or see more options here: https://example.com | Order item refund |
| Order Item Replacement 1 | Rob replaced: <order item>. Reply <approval letter> to approve this replacement, or see more options here: https://example.com | Order item replacement |
Delivery notifications
| Message type | Example content | Related callback |
|---|---|---|
| Acknowledged 1 | 🎉 Good news, your delivery should arrive today by 3:00 pm. | Acknowledged |
| Start Picking 1 | Casey just started shopping — we’ll let you know if any item replacements need your approval. | Picking |
| Restart Picking 1 | We found a shopper for you! Your <retailer> Shopper is getting your items. | Picking |
| Shopping Complete | Casey has checked out. We'll send you an update when your order is on its way. | Staged 2 |
| Delivery Started | Your <retailer> order is on the way! Delivery estimate: ~4:45pm https://example.com | Delivering |
| Delivery Started (Big and bulky) | Your <retailer> order is on the way! Delivery estimate is 3:00 pm. As a reminder, your order contains large or heavy items. | Delivering |
| Delivery Reminder | Your <retailer> order is scheduled for delivery at around 11:00 pm. Add items or make adjustments now before shopping begins. | Brand new |
| Delivery Rescheduled | <retailer>: Your delivery is rescheduled for Sun, Jun 25, 1:25pm-6:25pm. https://example.com | Rescheduled |
| Delivery Rescheduled Unbatchable | Due to high demand, your <retailer> order will be delivered by the first available shopper. We expect to deliver between 5:00-6:00 pm. | Rescheduled |
| Delivery Rescheduled Store Early Closure | Due to shortened store hours, your <retailer> order was rescheduled and will be delivered by the first available shopper. The latest we expect to deliver is by 6:00 pm. | Rescheduled |
| Shopper Arriving (No Alcohol) | 🎉 Great news Michael! Your <retailer> order will be arriving shortly! 🤗 | Delivering |
| Shopper Arriving (Alcohol) | 🎉 Great news Luis! Your <retailer> order will be arriving shortly! This delivery includes alcohol, so please have your ID ready for age verification. 🍷🍺 | Delivering |
| Shopper Arriving (Big and bulky) | Your <retailer> order will arrive shortly! For safety, we ask all shoppers and customers to wear masks at the time of delivery. As a reminder, your order contains large or heavy items. | Delivering |
| Delivery Completed | Thanks for using <retailer>! Your <retailer> delivery is complete. View your order here: https://example.com | Delivered |
| Late Delivery | <retailer>: Your <retailer> order is now expected to arrive by 10:30 AM. We're sorry for the delay and any inconvenience it causes. https://example.com | Late delivery |
| Customer Missing | Your <retailer> order is here, but your shopper has been unable to get a hold of you. Can you please meet them outside? | Customer missing |
| Unattended Delivery | Casey left your order at the door based on your instructions. Rate, tip, and tell us anything we should know. https://example.com | Delivered 3 |
Pickup notifications
| Message type | Example content | Related callback |
|---|---|---|
| Delegate Info Filled To Delegate | Thank you for helping to pick up Claire's order! We'll let you know when it's ready. See pickup info: https://example.com | None |
| Delegate Info Filled to Customer | Jimmy will be picking up your order from <retailer>. See pickup info: https://example.com | Picking |
| Pickup Ready Early | Good news! Your <retailer> pickup order is ready early. Let us know when you're at the store. https://example.com | Staged |
| Pickup Reminder | Your pickup window is approaching! Let us know when you're at the store. https://example.com | Staged |
| Pickup Ready | <retailer> order is ready for pickup! Pick up now until 10:30 PM. Let us know when you're at the store! Items temperature controlled until you arrive. See pickup info: https://example.com | Staged |
| Pickup Ready (Non-Curbside) | <retailer> order is ready for pickup! Pick up now until 10:30 PM. See pickup info: https://example.com | Staged |
| Pickup Ready (Known Delegate) | Your order is ready for pickup. Tyra will be picking up your order from <retailer>. See pickup info: https://example.com | Staged |
| Pickup Ready (Locker) | <retailer> order is ready for pickup! Pick up now until 10:30 PM. Your order is in a temperature controlled locker. PIN: 1234 See pickup info: https://example.com | Staged |
| Pickup Geofence Reached | Welcome to <retailer>! We’ll meet you by the store entrance shortly. For safety, we ask all shoppers and customers to wear masks when handing off the order. https://example.com | Pickup Geofence reached |
| Customer Acknowledged | 🏃 Tyra is collecting your bags. We'll bring them out to you soon. https://example.com | Customer acknowledged |
| Unable to Find Customer | <retailer>: We're unable to find you at <retailer>. Let us know when you arrive to pick up your order https://example.com at 123 Example Street. | Unable to find customer |
| Runner Not Found | We're sorry, no one is available to bring your order out at the moment. Please pick up your order inside the store. See pickup info: https://example.com | Runner not found |
| Pickup Window Closing Soon | Your pickup window is ending soon. We'll keep your items temperature controlled until 10:30 PM. Open the app to let us know when you're at the store. https://example.com | None 4 |
| Pickup Window Closed | You can still pick up your order today. <retailer> will keep your order temperature controlled until 10:00 PM. | None 4 |
| Pickup Last Chance Reminder | Reminder! Your order is available until 10:30 PM. Open the app to let us know when you're at the store. https://example.com | None 4 |
| Pickup Rescheduled | <retailer>: Your order is rescheduled for Sun, Jun 25, 1:25pm-6:25pm. https://example.com | Rescheduled |
| Pickup Runner Started | <retailer> Associate is heading outside. See you soon! https://example.com | Pickup runner started |
| Pickup Completed | Your <retailer> pickup is complete. Rate and view order adjustments: https://example.com | Delivered |
| Late Pickup | Your <retailer> order is now expected by 10:30 AM. We're sorry for the delay and apologize for any inconvenience it causes. | Late pickup |
| Late Pickup (No ETA) | We’re sorry for the inconvenience, but your <retailer> order is running late because no shopper is currently available. We'll update you as soon as your order is ready for pickup. | Late pickup |
- This notification is not sent for last mile delivery orders.
- This callback is used for last mile deliveries only, not full service deliveries.
- The order details specify whether the order can be left unattended.
- This callback can be built on the retailer side. If the Delivered callback is not received for the order, the order has not been picked up.