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Pickup user journey

Instacart Connect seamlessly powers same-day pickup fulfillment on retailer-owned eCommerce sites. The pickup user journey shows an end-to-end example of a customer using a retailer site to create an order for pickup. The journey includes the customer chatting with a shopper as the order is fulfilled.

The journey highlights the key transitions from the customer point of view:

  1. Start shopping
  2. Begin the checkout process
  3. Choose a pickup time slot
  4. Review and place the order
  5. Communicate with the shopper during fulfillment
  6. Pick up the order

You'll see the following tabs at each transition:

  • Journey tab. Describes what happens during this step for the customer and the retailer site.
  • API tab. Lists the endpoint methods or events that can be used at this point in the workflow.
  • Retailer options tab. Lists some workflow decisions a retailer makes before implementing a solution.

Start shopping#

  1. The customer visits the retailer ecommerce site.
  2. The customer selects pickup.
  3. The customer enters their postal code and gets a list of store locations that offer pickup.
  4. The customer selects a store location. The store location determines what inventory is available in the catalog.
  5. The customer fills their cart.

Begin the checkout process#

  1. The customer logs in to their retailer customer account.
  2. The retailer site creates a Connect user account for this customer that can be used by Instacart.
  3. If the cart contains alcohol, the retailer site prompts for the customer's date of birth. The customer must be old enough to legally purchase alcohol in their region.

Choose a pickup time slot#

  1. The storefront displays a list of available time slots. If the cart contains alcohol, some time slots might not be available due to regional laws for the sale of alcohol.
  2. The customer selects a time slot for pickup. The time slots are the same as the time slots currently available on Instacart Marketplace.
  3. The retail site sends a request to reserve the time slot. The time slot is reserved for 10 minutes, which is usually enough time for the customer to finish the checkout process.

Review and place the order#

  1. The customer reviews and validates their order.
  2. The retailer site prompts for other order fulfillment information required by Instacart, including:
    • Confirmation to opt in to receiving SMS communications, which enables status notifications and real-time chat. Default is false.
    • Confirmation if Electronic Benefits Transfer (EBT) is used as a payment method. Default is false.
    • Loyalty card number. (optional)
    • Special instructions. (optional)
  3. The retailer site prompts for payment and preauthorizes the order total.
  4. The retailer site creates the order. It can take several seconds to receive order confirmation from Instacart.

Communicate with the shopper during fulfillment#

A shopper is assigned the order. In this example, the customer opted in for SMS communications, so the customer receives status updates, shopper notifications, and shopper chat messages. The Connect platform sends callback events to the retailer site to keep the site up-to-date with the order fulfillment status.

When the shopper makes a replacement or refund, the customer receives a notification.

The image shows two automated SMS messages sent to a customer when a replacement or refund is made. The replacement message is "Replaced: Greenland Fresh Tomatoes." The refund message is "Refunded: Skinny Pop KettleCorn Popcorn."

The customer and shopper chat about other items that are not available.

The image shows an SMS message conversation between the shopper, Jennifer, and the customer, Arun. Jennifer tells Arun that there are no organic blueberries, and she asks if he wants a refund. Arun asks for replacement of organic grapes and Jennifer says she'll see if the store has them. Jennifer then says that the requested brand of organic milk is not available and suggests a replacement. Arun approves the replacement.

  1. The shopper begins shopping with the Instacart Shopper app.
  2. The customer is notified when the shopper makes a change or replacement.
  3. The customer and shopper can chat about replacements.
  4. The retailer site receives status updates through the shopping process.

Pick up the order#

  1. The shopper places the order in the staging area.

  2. The retailer site receives the staged callback and processes the payment. The total reflects the picked items.

  3. The customer receives a notification that their order has been staged and is ready for pickup.

    The image shows some more of the SMS message conversation between the shopper, Jennifer, and the customer, Arun. The final message says "The order is ready for pickup! Pick up now until 8PM. Save time, let us know hen you're on the way! Items temparture controlled utntil you arrive. See pickup info:". There is a link to go to the pickup confirmation page.

  4. When the customer arrives at the pickup location, they follow the instructions to let the store know that they are ready for their order.

    The image contains a series of four browser pages that demonstrates what happens after the customer clicks the link in the SMS message. The flow starts with the *Curbside pickup* page, which shows details about the pickup location and time plus a button that says "I'm at the store." When the button is clicked, the customer is asked if they are in the pickup partking area. If the customer clicks the button "Yes, I am", the *Help us find you faster* page opens where the customer is prompted to provide details about their vehicle, including color, make, model, and license plate number. When the customer clicks the button "Next", the final screen opens with an estimated time of arrival for their pickup order to reach their vehicle.

  5. A retailer employee runs the groceries to the customer vehicle and delivers them to the customer.

  6. The customer returns home with groceries. There is no tipping for pickup orders.