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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 Connect representative.

General notifications#

Message TypeExample Content
SMS unsubscribeReply STOP to turn off SMS.
Order ConfirmationWe got your order! You can add or edit items before shopping begins.
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.
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.
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.
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.
Order Item RefundRob refunded: <order item>. Visit https://inst.cr/t/v6fAKjd9q to review.
Order Item ReplacementRob replaced: <order item>. Visit https://inst.cr/t/psW8quQdh to review.
Unassigned BatchIt turns out your shopper can't complete your <retailer> order. We're working to connect you with another shopper right away and will let you know when your order is in progress again.
UnbatchableYour grocery order is running behind and may not be ready today. We're doing our best to fix this. Go to order details to cancel or choose a new delivery time.

Delivery notifications#

Message TypeExample Content
AcknowledgedπŸŽ‰ Good news, your delivery should arrive today by 3:00 pm.
Start Picking - type 1Classy just started shopping! We'll notify you if there are any changes. Your perishables will be temperature controlled while in-store and carefully handled by your driver until delivery.
Start Picking - type 2Tyra is shopping your order! πŸ›’πŸ₯–πŸ₯• Follow progress through the app https://inst.cr/t/Zu5MsErhG or website https://inst.cr/t/x1PpV2ycE.
Restart PickingWe found a shopper for you! Your <retailer> Shopper is getting your items.
Staged For DeliveryClassy is done shopping! Your perishables are temperature controlled while in-store and carefully handled by your driver until delivery. Est: #4:45pm
Shopping CompleteClassy has checked out. We'll send you an update when your order is on its way.
Delivery Started<retailer> is on the way! Delivery estimate: ~4:45pm https://inst.cr/t/WJw25Y2ay
Delivery ReminderYour <retailer> order is scheduled for delivery at around 11:00 pm. Add items or make adjustments now before shopping begins.
Delivery Rescheduled<retailer> Order update: your delivery was rescheduled for 5:00-6:00 pm. https://inst.cr/t/psW8quQdH
Delivery Rescheduled UnbatchableDue to high demand, your <retailer> order will be delivered by the first available shopper. We expect to deliver between 5:00-6:00 pm.
Delivery Rescheduled Store Early ClosureDue 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.
Shopper Arriving (No Alcohol)πŸŽ‰ Great news Michael! Your <retailer> order will be arriving shortly! πŸ€—
Shopper Arriving (Alcohol)πŸŽ‰ Great news Luis! Your <retailer> order will be arriving shortly! This delivery includes alcohol, so please have your ID ready for age verification. 🍷🍺
Delivery CompletedThanks for using <retailer>! Your <retailer> delivery is complete. Rate and view your order here: https://inst.cr/t/psW8quQdH
Late DeliveryYour <retailer> order is now expected by 10:30 AM. We're sorry for the delay and apologize for any inconvenience it causes.
Late Delivery (No ETA)We’re sorry for the inconvenience, but your <retailer> order is running late because no shopper is currently available. We’ll keep trying to find one, or you may reschedule.
Customer MissingYour <retailer> order is here, but your shopper has been unable to get a hold of you. Can you please meet them outside?
Unattended DeliveryClassy left your order at the door based on your instructions. Rate, tip, and tell us anything we should know. https://inst.cr/t/NWhMa2libll2

Pickup notifications#

Message TypeExample Content
Delegate Info Filled To DelegateThank you for helping to pick up Claire's order! We'll let you know when it's ready. See pickup info: https://inst.cr/t/psW8quQdH
Delegate Info Filled to CustomerJimmy will be picking up your order from <retailer>. See pickup info: https://inst.cr/t/psW8quQdH
Pickup Ready EarlyGood news! Your <retailer> pickup order is ready early. Let us know when you're at the store. https://inst.cr/t/psW8quQdH
Pickup ReminderYour pickup window is approaching! Let us know when you're at the store. https://inst.cr/t/psW8quQdH
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://inst.cr/t/psW8quQdH
Pickup Ready (Non-Curbside)<retailer> order is ready for pickup! Pick up now until 10:30 PM. See pickup info: https://inst.cr/t/psW8quQdH
Pickup Ready (Known Delegate)Your order is ready for pickup. Tyra will be picking up your order from <retailer>. See pickup info: https://inst.cr/t/psW8quQdH
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://inst.cr/t/psW8quQdH
Pickup Geofence ReachedWelcome 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://inst.cr/t/psW8quQdH
Customer AcknowledgedπŸƒ Tyra is collecting your bags. We'll bring them out to you soon. https://inst.cr/t/psW8quQdH
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://inst.cr/t/psW8quQdH at 123 Example Street.
Runner Not FoundWe'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://inst.cr/t/psW8quQdH
Pickup Window Closing SoonYour 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://inst.cr/t/psW8quQdH
Pickup Window ClosedYou can still pick up your order today. <retailer> will keep your order temperature controlled until 10:00 PM.
Pickup Last Chance ReminderReminder! Your order is available until 10:30 PM. Open the app to let us know when you're at the store. https://inst.cr/t/psW8quQdH
Pickup Rescheduled<retailer> Order update: your pickup was rescheduled for 5:00-6:00 pm. https://inst.cr/t/psW8quQdH
Pickup Runner Started<retailer> Associate is heading outside. See you soon! https://inst.cr/t/psW8quQdH
Pickup CompletedYour <retailer> pickup is complete. Rate and view order adjustments: https://inst.cr/t/psW8quQdH
Late PickupYour <retailer> order is now expected by 10:30 AM. We're sorry for the delay and apologize for any inconvenience it causes.