Common fields

These fields appear in the request form for all types of requests.

Impacted Product Area

Select the closest match for the product area. If you don't see your product listed, select Other and provide more information.

Impacted Environment

Enterprise technical support is available for both production and staging/UAT/sandbox environments. We need to know which environment is affected so that we perform the action in the correct environment.

Priority

Use the following scale to assess the urgency of your request:

• P0: Platform not available. No workaround.
• P1: Platform partially not available. No workaround.
• P2: Critical impact to platform. Workaround is available.
• P3: Non-critical impact on the platform. Workaround is available.
• P4: No business impact or low priority issues.

If the priority selected doesn't reflect the preceding scale, the Enterprise Technical Support team adjusts the priority to ensure that all reporter requests can be prioritized effectively in relation to one another.

Important

When you report an issue with P0 priority, our on-call technical experts are paged. Please only select the P0 priority for platform-wide issues without any workaround.

Request description

Help us to help you. Provide as much information as you can when submitting a request. Include details, such as your understanding of an issue, the affected customer, and the order details. Attach supporting screenshots and screen recordings to demonstrate an issue. Complete information helps us to direct your requests to the right team and might reduce the time needed to respond to or resolve your request.

The following sections provide examples of the information to include in your request description based on the Instacart Platform product.

In-Store Associate App issues

Include the following information:

• First occurrence. The date and time (including time zone) of the first occurrence (and additional instances, if available).
• Troubleshooting steps taken. The steps that were taken to help troubleshoot the request.
• Expected result. The actions the user was taking when the issue occurred and the expected result.
• Actual result. The actual result that occurred.
• Store number. The store number experiencing the issue.
• Order link. The order number experiencing the issue.
• Device name and number. Details related to the operating system version and the make of the device with the issue if applicable.
• Supporting screenshots and screen recordings. Attach images and screen recordings to demonstrate the issue.

Storefront, Storefront Pro, or Connect API issues

Include the following information:

• Steps to reproduce the issue and include screenshots and screen recordings. Having explicit and granular reproduction steps for an issue underlines impact and offers technical teams concrete starting points for investigation. This includes concrete resource IDs (order IDs, user IDs, request IDs, URLs etc) for us to start investigating.
• Observed problem. A specific description of the observed, unexpected behavior. This includes error messages as well as server logs and browser logs if available. This is the answer to the question: "What is going wrong?" Please include error messages and logs if available.
• Expected behavior. Please explicitly state any assumptions as well as expected functionality and outcome. The description of the expected behavior/use case should also include information about the environment and platform. This is the answer to the question: "What are you trying to accomplish? What are users trying to do?"
• Impact description. Please provide any evidence of business/user/financial impact justifying the quantification above. This will help us tremendously to prioritize this ticket internally. This includes things like business-level metrics impacted, frequency and patterns of occurrence, percentage of affected orders/users/stores, etc.
• Include details such as URLs, username or user-id, time of the reported issue, expected behavior, and when the issue first started happening.

Carrot Ads blocking request

Include the following information:

• Provide the unique_id and account_name of the banner.
• Provide the URL of the click-through link of the banner ad, if applicable.
• Attach a screenshot of the banner you want to block.

Carrot Ads requests

Include the following information:

• Provide the unique_id and account_name of the banner.
• Provide the URL of the click-through link of the banner ad, if applicable.
• Attach a screenshot or video of the URLs and ads displayed on your website.

Instacart Ads requests

Include the following information for Ads Manager UI issues related to a campaign:

• Account name.
• Advertiser Name.
• Link to related campaign or ad group.
• Creative Name. Include if the request is related to a creative approval question.
• Username. Include if the request is related to user access or permissions for an account.
• Product line name. Include if the request is related to product lines for an account.
• Catalog name. Include if the request is related to catalog or product lines in an account.
• Reporting date range. Include if applicable.

Catalog issues

Include the following information:

• For troubleshooting catalog-related issues, the product identifier essential. It usually comes as a UPC or PLU or a retailer_reference_code. Include this information on the request along with the product details, such as brand name and product name.
• In case of bug reports, describe the expected behavior and the observed (unexpected) behavior.
• Attach a screenshot corresponding to the request and a URL where applicable.

Instacart Partner Portal issues

Include the following information:

• Provide the username who has the issue, the URL of the platform that corresponds to the request, and the area within the platform that the request is about.
• Attach a screenshot corresponding to the request and a URL where applicable.