Code verified delivery

To increase the likelihood that orders reach their intended recipients, the Instacart Shopper app can prompt shoppers to collect a code from customers before handing over a delivery. This code consists of the last four digits of the phone number associated with the order, making it easy for customers to remember while also adding a layer of security.

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To enable the code-verified delivery feature, contact your Instacart representative.

When implementing this feature on your site, you can allow customers to choose whether they want to provide their code or whether they’d prefer an unattended delivery. If you give customers this choice, make sure your checkout experience clearly explains each option and uses a checkbox or toggle to collect their preference. Alternatively, you can decide not to give customers a choice and instead require a code for each delivery.

If a code is to be collected, obtain consent from customers to receive messages via SMS before they place the order. Also, ensure that your checkout experience reminds customers to be present at the time of delivery.

To trigger a code-verified delivery, the leave_unattended field must be false, null, or omitted from your create delivery order, create last mile delivery (LMD) order, or create dispatch LMD order request. In the create or update delivery order request, also ensure that the user.sms_opt_in field is true. Alternatively, if you're creating an LMD or dispatch LMD order, then customer_sms_opt_out must be false, null, or omitted.

After picking and checkout are complete, and shoppers indicate they've started delivery, the app reminds them to ask for the customer’s code.

The following image shows an example of the delivery code reminder:

Shows a Shopper app screen with a hand holding a phone that displays a lock icon. The text reminds drivers to request a 4-digit delivery code from customers.

At this point, Instacart notifies customers via SMS that their order is on the way. That same message also provides customers with their code. After shoppers confirm their arrival at the delivery address and indicate that they’ve found the customer, the app prompts them to collect and enter the customer’s code.

The following images are examples of the code collection screens:

Shows a Shopper app that displays delivery details and the process for handing over an order. The first screen lists the address, the number of bags, the delivery due time, and the delivery steps. The second screen asks users to enter the 4-digit delivery code, with a keypad and a 'Can't get code' button.

If shoppers indicate that they can’t find the customer, the app instructs them to either call or message the customer. If the customer doesn’t respond within a predefined amount of time (typically ten minutes), the app prompts the shopper to contact Instacart customer service. Shoppers are also directed to customer service after repeatedly entering an incorrect code.

The following image is an example of the prompt displayed after shoppers exceed the wrong-code-entered threshold:

Shows a Shopper app screen that displays a 4-digit code with an 'Invalid code' message in red. A pop-up explains the code was entered incorrectly multiple times and instructs the user to contact support. A green 'Contact support' button and a keypad are visible.

You have various options for how customer service agents handle unsuccessful deliveries. One option is to have them instruct shoppers to return the goods to the store. Alternatively, if the order doesn’t contain any age-restricted items and our geo-location data indicates shoppers are at the correct location, the agent can direct them to leave the delivery unattended.