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Partner pick

When you configure partner pick, your store associates can use the Instacart Shopper app to pick orders in the store and prepare them for delivery or pickup. The app provides store associates with tools to view and accept orders, communicate with customers, navigate stores, stage orders, and run pickup orders to customers or Instacart shoppers. Store associates can see an item list for each order, scan items, see customers’ pre-approved substitution preferences, and chat with customers in real time during picking. After an order is picked, they can be staged for either customer pickup or delivery by an Instacart shopper. For pickup, store associates also run the orders to the curbside pickup area to hand off to customers.

The following animation shows an example of the Instacart shopper app:

Shows a mobile app screen with three grocery orders under "To do (12)" in the Produce section. Items include carrots, broccoli, and Roma tomatoes, with associated icons, weights, and notes.

During onboarding, store associates have access to Shopper app training and help content. For more information about the Instacart Shopper app interface and releases, see Shopper App.

Accelerated checkout is an additional feature you can choose to enable to help your associates speed up the checkout process. For more information, see Accelerated checkout.

Integrate partner pick​

Integrating partner-pick is not a one-size-fits-all solution. Factors such as store size, number of employees, and quantity and selection of products can determine what solution works best for you.

Only your Instacart representative can configure and integrate partner pick.

To ensure you are set up for success with partner pick, make sure you do the following:

Understand the terms​

Ensure you understand the following terms related to partner pick:

  • Partner pick up (PPU). Store associates pick and stage orders in a specified staging area. Store associates also run the orders to the curbside pickup area.
  • Partner pick delivery only (PPDO). Store associates pick and stage orders in a dedicated staging area, so that Instacart shoppers can deliver them.

Prepare devices, equipment, and storage​

  • Acquire devices to download the Shopper app, and ensure these devices and the Shopper app operate properly.
  • Identify the device’s operating system and any restrictions that could affect its operation.
  • Ensure the device is connected to your wi-fi to use the Shopper app.
  • Add payment methods, such as Instacart Marqeta payment cards or virtual payment methods, on each device within the Shopper app. For information about setting up payment cards, click the ? icon in the Shopper app or see Payment methods.
  • Set up the staging area. This is a physical area in-store to hold orders that includes refrigerators, freezers, shelves, and hot food areas.
  • Set up signs to instruct customers on where to go to pick up their orders.
  • Order and install necessary equipment, such as thermal printers, scanners, and labels.

Hire and train staff and standardize processes​

  • Hire and train store managers and store associates to fulfill, check out, hand off orders, and provide a seamless customer experience.
  • Define the following roles and responsibilities:
    • Store managers. Oversee operations and coach associates.
    • Trainers. Focus on processes and coaching store associates.
    • Store associates. Pick orders for customers, run orders to the customers, or both.
  • Standardize the following best practices:
    • Manage and charge devices.
    • Prepare shopping carts and tools for efficiency.
    • Keep staging areas clean and organized for faster shopper staging and handoff.

Track performance​

Use the following as suggestions to track your store's performance:

  • Batch acceptance. Staff are consistently accepting incoming batches within 4 minutes. See Accept shopper batch.
  • Late orders. Have a goal of 90% of orders staged before the scheduled pickup window. See Stage orders.
  • Wait times. Customers can receive their orders curbside within 5 minutes of arrival. Reduce customer wait.

Configure tasks in Instacart Platform Portal​

Ensure you can access Instacart Platform Portal to configure the following tasks:

  • Pickup orders
  • Store associate’s shifts
  • Device accounts
  • Store metrics

For information about these and more tasks, see Instacart Shopper app or click the ? icon in the Shopper app.

Enable optional add-on features​

Work with your Instacart representative to enable the following optional add-ons to enhance your customer’s shopping experience:

  • Batch interruption. Increases efficiency by pulling one store associate off an active picking batch to run an order out to the customer if other store associates are occupied. For more information, see Pause shift.
  • Shop2Bag. Lets store associates pick items and immediately bag them within their temperature zone prior to checkout. Once at checkout, the items don't need to be loaded onto the belt and scanned. A barcode is surfaced in the Shopper app that the cashier scans for all items in an order. For more information, see Shop2Bag.
  • Point of sale order injection (POSOI). Lets store associates bypass the regular checkout lanes, send direct payments, and communicate the final transaction details to your POS system. For more information, see POSOI.

Test your devices, Shopper app, and processes​

After you have met these requirements, work with your Instacart representative to integrate partner pick.

  • Complete a test order to ensure the Shopper app and processes are working properly.
  • Regularly review and refine workflows for continuous improvement.
  • Solicit feedback from staff and customers to enhance the overall experience.
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