After fulfillment
Shortly after the customer receives their order, a reconciliation process runs to ensure that the payment methods are charged correctly for the final order total. They receive their finalized receipt by email. For more information about the reconciliation process that runs, see Payments and reconciliations.
Customers can rate the order, adjust their tip (if applicable), and report any issues to Instacart Customer Experience. They can also access the order from the Order History page in the account details.
Receipts
Customers receive an electronic receipt by email. The receipt includes all the items found, adjusted, replaced, and refunded. The order totals, including any discounts, appear at the bottom of the receipt.
The following image shows an example of an electronic receipt:
As with orders placed through your storefront on Instacart Marketplace, the Instacart shopper keeps the paper store receipt.
Customers can access their receipt by opening the Order History page and viewing the order details.
Order rating flow
Customers are prompted to rate their delivery orders in the same email that contains their receipt. Customers can rate their order and also update their tip to reflect the quality of their delivery experience.
The following image shows the delivery order rating and tip experience for a 5-star rating:
The extra tip screen appears only for 5-star ratings.
Tipping
Customers can add a tip at checkout. They are also prompted to increase the tip after giving a 5-star rating, as shown in the preceding image.
Customers can change their tips within the following timeframes:
- Within 2 hours, you can edit a tip
- After 24 hours, you can only increase a tip
Customers change a tip by opening the Order History page and viewing the order details.
Problems with an order
Although Instacart shoppers do their best to select quality items for customers, sometimes the selections don't meet the customer's expectations or damage occurs during delivery. For example, the customer might want to return an item or report a missing item.
Customers can report an issue from the Order History page or the order details page. The Instacart Customer Experience team helps with refunds and appeasements through Instacart credits.
For more information about customer support, see Set up retailer support.
Order history
The Order History page lists all the customer's previous orders that were placed on this storefront, including any orders that were canceled.
The following image shows the Order History page:
From the Order History page, customers can perform the following actions:
- View the order details.
- Reorder all the items in an order. The items are added to the cart.
- Report an issue.
Order details
When a customer views the order details, the order details page opens. The customer can view the ordered items, including the items found, adjusted, refunded, or replaced. The order total section shows how much was authorized or charged to payment methods.
The following image shows the order details page:
From the order details page, customers can perform the following actions:
- Rate an order.
- Reorder all the items in an order. The items are added to the cart.
- Report an issue.
- Change the tip amount.
- View the receipt.