Pickup

Pickup is the fulfillment option that lets you offer a pickup service to your customers. Customers can pick up their orders at a selected store.

Pickup modes

You select the pickup modes to support from the following options:

• Curbside. Customers park their vehicle at the store and the store associate brings the order to the vehicle.
• In-store. Customers pick up their order at the store.
• Locker. Customers pick up their order at a locker on the store premises.

Pickup instructions

Pickup instructions can vary based on the pickup mode associated with your retailer store. The instructions can include text and images.

For example:

• For curbside pickup orders, you can inform customers where to park and include pictures of any signs they should look for.
• For in-store pickup orders, you might want to direct the customer to a particular register in the store and show a picture of a sign above the register.
• For locker pickup orders, you can inform customers where to find the locker and include pictures of any signs they should look for.

Your Instacart representative can help you design the pickup experience for your customers.

Pickup delegate

Pickup supports the ability for customers to assign a delegate to pick up the order on their behalf. From the order status page, the customer generates a link from the delegate card and sends it to their delegate. The delegate can then pick up the order on the customer's behalf. The delegate opens the link to access the order tracking page, which displays the order status, store details, and a summary of items. The delegate doesn't need an account to view the page.

On the delegate order tracking page, the delegate can do the following:

• Enter their name and phone number.
• Add their vehicle information.
• Notify the store when they have arrived for pickup.

note

Customers can generate the link to the pickup delegate page from the order status page on any platform, but the pickup delegate page can only be viewed on desktop and mobile web.

Example journey - Curbside pickup

1. On the storefront, the customer selects pickup and a store location.
2. The customer adds items to their cart and places the order.
3. Instacart creates the order.
4. If the customer opts in, the customer receives an SMS with a link to the order status page.
5. A shopper or store associate picks the order, checks out, and places the order in the staging area.
6. The customer receives a notification that the order is ready for pickup.
7. (Optional) The customer generates a link from the delegate card on their order status page and shares it with a delegate who will pick up the order on their behalf. The delegate opens the link to access the order tracking page.
8. The customer or delegate:
   1. Views the pickup instructions.
   2. Provides vehicle details and enables location sharing.
   3. Drives to the store and parks in the designated pickup spot.
9. The store is automatically notified when the customer or delegate arrives, and a store associate is assigned to run the order to the pickup vehicle.
10. The runner:
    1. Goes to the staging area.
    2. Verifies the order.
    3. Brings the ordered items out to the customer or delegate.
    4. If the order contains restricted items, requests identification from the customer or delegate.
    5. Places the order in the pickup vehicle.