The advent of grocery delivery services like Instacart has been a game-changer for many busy consumers. No longer do you have to carve out precious time to browse the aisles, stand in lengthy checkout lines, or even leave your house to get your pantry and fridge restocked. With a few swipes on your phone, a personal shopper will handpick your items and bring them right to your doorstep. It‘s a modern convenience that can feel indispensable.
In fact, Instacart has seen explosive growth in recent years as more and more shoppers embrace the ease and flexibility of on-demand grocery delivery. The company doubled its valuation to $39 billion in the first year of the pandemic as order volumes surged from customers looking to avoid crowded stores.
But with millions of orders being placed each week, it‘s inevitable that some of them might need to be canceled for one reason or another. Maybe you accidentally ordered the wrong item or quantity, or perhaps your dinner plans changed last minute and you no longer need those ingredients. Whatever the case, as an Instacart customer, it‘s important to understand your options for canceling an order and the potential consequences involved.
As an experienced Instacart shopper myself, I‘ve seen my fair share of order cancellations from the other side of the app. I‘m here to give you an expert look at how cancellations work, what to expect in terms of fees and refunds, and some insider tips for making the process as smooth as possible for everyone involved. Let‘s get into it!
Instacart‘s Official Cancellation Policy
First things first, let‘s take a look at what Instacart‘s official policy says about order cancellations. According to the Instacart Terms of Service:
"If you wish to cancel your order, you may do so via the "Cancel Order" link on the order confirmation page, or by contacting Instacart Customer Service. If you cancel your order before your Shopper has started picking items, you will receive a full refund of your order value. If your Shopper has already begun picking items at the time of cancellation, you will be charged a $15 restocking fee and refunded the remainder of your payment."
So in a nutshell, Instacart will happily refund your full order if you cancel before the shopping process has started. No harm, no foul. This is usually the best-case scenario for customers, shoppers, and Instacart alike. The more notice you can give about a cancellation, the better!
However, if your shopper has already invested time and effort into picking your items when the cancellation comes through, a $15 restocking fee will be deducted from your refund to help compensate them. While no one likes unexpected fees, this policy helps ensure that shoppers are still fairly paid for the work they‘ve done up until that point.
It‘s worth noting that this $15 fee increased from the previous $10 in late 2021 as part of a broader effort by Instacart to better support shoppers. The extra $5 goes directly to the shopper, not Instacart. As a frequent shopper myself, I can attest that this modest bump does help take some of the sting out of those mid-order cancellations that can really throw off your day.
Steps for Canceling Your Instacart Order
Alright, so you‘ve decided you need to cancel your Instacart order. What‘s next? The cancellation process is fairly straightforward, but it does differ a bit depending on how far along your order is. Here‘s a step-by-step breakdown:
Canceling Before Shopping Begins
If your shopper hasn‘t started working on your order yet, canceling is as simple as finding the "Cancel Order" button on either the website or app. Here‘s where to look:
On desktop:
- Click the three horizontal lines in the upper-left corner to expand the main menu
- Select "Your Orders"
- Find the order you need to cancel and click "View order detail"
- Click "Cancel order"
- Confirm the cancellation on the pop-up window
On mobile:
- Tap the "Account" icon on the bottom menu bar
- Choose "Your Orders"
- Select the order you want to cancel
- Scroll down and tap "Cancel order"
- Tap "Cancel order" again on the confirmation screen
And that‘s it! You should receive an email confirmation of the cancellation and your full refund should process within 3-5 business days depending on your bank.
Canceling an Order in Progress
If your shopper has already started picking your items, you‘ll need to contact Instacart Customer Service to initiate the cancellation. The fastest way is usually to tap the "headset" icon in the upper-right corner of the app to open the live chat.
You can also call 1-888-246-7822 to speak with a care representative over the phone if you prefer. Just make sure to have your order number ready to expedite the process.
The agent will confirm that you want to cancel, warn you about the $15 restocking fee, and then complete the cancellation on their end. You‘ll get an email confirmation and see the remaining balance (minus the $15) refunded to your original payment method.
Do keep in mind that your shopper will be notified immediately when an order is canceled, even if they‘re mid-shop. I‘ve had orders vanish from my screen while I was reaching for items on the shelf! Clear and prompt communication through the app is important so that your shopper doesn‘t continue investing time on an order that‘s no longer active.
Impact of Cancellations on Instacart Shoppers
As I mentioned, order cancellations are an inevitable part of being an Instacart shopper. But that doesn‘t mean they‘re not frustrating, especially when you‘ve already started shopping!
When an order is canceled mid-shop, it means the shopper has essentially done that work for nothing. Yes, we still receive a small "bumped" payment for the portion of the order we completed, but it‘s almost always far less than the potential earnings from a fully completed order plus tip.
For full-service shoppers like myself who are independent contractors, a few ill-timed cancellations can really put a damper on your daily take-home pay. We‘re not compensated for time spent driving to the store or searching for items, so that‘s all lost labor. And for in-store shoppers who are part-time Instacart employees, a day of heavy cancellations might mean being sent home early for lack of order volume.
Of course, most shoppers understand that cancellations are simply part of the gig and that customers‘ needs can change on a dime. I never take it personally! But it‘s still important for customers to recognize that their canceled order has a ripple effect on the person who was putting in the work to shop for them.
Here are a few quotes from fellow Instacart shoppers about their experiences with order cancellations:
"I once drove 20 minutes to the store for a big order only to have it canceled right as I walked in the door. Support only paid me $5 for that. It was such a bummer and felt like a waste of my time and gas." – James K., Seattle
"The worst is when a customer cancels because they found the item on their own. Like, I‘m literally holding it in my hand about to check out! Just communicate with me and I can put it back. Don‘t make me jump through hoops with support." – Ana P., Miami
"I honestly don‘t mind the occasional cancellation, especially if the customer gives me a heads up. Things happen! I just appreciate when they‘re proactive about it and don‘t leave me hanging." – Liam S., Chicago
So while order cancellations may be necessary from time to time, a little consideration and swift action from customers can go a long way in minimizing the negative impact on shoppers. We‘re all human!
Tips for Avoiding Unnecessary Cancellations
As a savvy Instacart customer, there are plenty of steps you can take to avoid needing to cancel your order in the first place. A little forward-thinking can save you money on fees and help your shopper have a smoother experience too. Here are some of my top tips:
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Double and triple check your list before submitting your order. It‘s easy to get clicking and accidentally add the wrong item or quantity to your cart, but those mistakes can be costly to fix later on. Take an extra minute to review everything before hitting "Place Order."
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Choose your delivery time and address wisely. Make sure to select a window when you know you‘ll be home and available to receive the order. And double check that your delivery address is complete and up-to-date, especially if you‘ve moved recently.
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Keep an eye out for any shopper messages. Your shopper may reach out with questions or concerns about product availability. Prompt responses help keep the order moving along smoothly and prevent issues that could lead to cancellation.
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Build your cart in advance for large orders. If you‘re placing an extra big order or requesting hard-to-find items, consider building your cart a day or two in advance instead of trying to check out right away. This gives you time to confirm product availability with Instacart support or your preferred store.
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Set clear replacement preferences. Make sure to select acceptable backup choices for items that commonly go out of stock, like produce or meat. This helps prevent your shopper from needing to bombard you with replacement questions or cancel the order for lack of essentials.
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Be prepared to buzz your shopper into gated communities or apartments. If you live in a building with special entry requirements, make sure you‘re available to let your shopper in without a long wait. Shoppers may cancel if they‘re unable to complete the delivery after a certain amount of time.
The bottom line? A little bit of preparation and clear communication can prevent a lot of headaches down the line. When in doubt, put yourself in your shopper‘s shoes!
What to Do if You‘re Unsatisfied with Your Instacart Order
Sometimes, even if you don‘t cancel, you may find yourself unsatisfied with your completed Instacart order for one reason or another. Maybe you received the wrong item, or perhaps your shopper made an unacceptable substitution without checking with you first.
So what are your options as a customer? Luckily, Instacart does have systems in place to help make things right if your order wasn‘t up to par. Here‘s what you can do:
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Report the issue through the Instacart app or website. Instacart recently rolled out a new "Order Issues" feature that allows customers to quickly flag any problems with their delivery, such as damaged items, missing products, or incorrect quantities. You can access this feature under the "Get Help" section on a completed order.
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Contact Instacart Customer Service. If the Order Issues feature doesn‘t resolve the problem to your satisfaction, your next step is to reach out to Instacart support directly through phone, live chat or email. Agents are usually quick to offer refunds or credits for any legitimate issues with your order.
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Adjust your shopper‘s tip if needed. Tips are separate from the order total and set entirely at your discretion. If you received subpar service from your shopper, you‘re free to reduce their tip just as you‘d do for a server or delivery driver. But please reserve this option for serious issues, not minor inconveniences!
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Leave detailed feedback on your order. After every delivery, Instacart prompts you to rate your experience and leave comments. Use this opportunity to share specific feedback about what went well and what missed the mark. This helps Instacart coach shoppers and make system improvements.
At the end of the day, Instacart‘s goal is to make sure you‘re delighted with every order. Don‘t be shy about speaking up if something isn‘t right! A little post-order follow-through can turn a negative experience into a positive resolution.
The Future of Instacart Order Cancellations
So what‘s next for Instacart‘s cancellation policies and processes? That remains to be seen, but the company has shown that it‘s willing to make changes to better support both shoppers and customers.
The previously mentioned pay bump for mid-order cancellations was a welcome change in late 2021, putting a little more money in shoppers‘ pockets. And the introduction of the Order Issues feature in early 2022 made it much easier for customers to report problems and get timely resolutions.
I expect we‘ll continue to see more iterations and improvements to the cancellation system as Instacart grows and evolves. The key will be striking that balance between flexibility for customers and fair compensation for shoppers. It‘s a tricky tightrope to walk, but a crucial one for maintaining positive relationships on both sides of the app.
As an active shopper, I‘m hopeful that Instacart will keep us in mind as they weigh any future policy changes. We‘re the boots on the ground that keep those orders flowing. Shoppers deserve to have a voice!
From the customer perspective, the most important things you can do are to stay informed about your cancellation options, be proactive and communicative if an issue arises, and remember the human behind every order. A little kindness and understanding can go a long way.
Key Takeaways for Instacart Customers
We covered a lot of ground in this guide to Instacart order cancellations! Here are the key points to walk away with:
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You can cancel an Instacart order at any point before delivery, but the refund and fees depend on when you cancel. You‘ll be refunded in full if you cancel before shopping begins, but a $15 restocking fee applies if you cancel after a shopper starts picking your items.
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Canceling an in-progress order requires contacting Instacart Customer Service by phone or live chat, while canceling before shopping starts is as simple as finding the "Cancel" button on the app or website.
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Instacart shoppers are impacted by mid-order cancellations, as it means they‘ve likely invested time and labor for reduced pay. Having empathy and giving prompt notice can help minimize the inconvenience.
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There are several proactive steps you can take as a customer to avoid needing to cancel your order, such as double checking your list, keeping an eye out for shopper messages, and setting clear replacement preferences. An ounce of prevention is worth a pound of cure!
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If you‘re unsatisfied with a completed order for any reason, you have options like flagging the issue in the app, contacting Customer Service for a refund, or leaving detailed feedback for your shopper. Instacart aims to make things right.
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As Instacart continues to grow and evolve, its cancellation policies and processes likely will too. The key is balancing flexibility for customers with fair compensation for shoppers.
Do you have any experience canceling an Instacart order or dealing with an order gone wrong? I‘d love to hear your story and any additional tips you might have in the comments! And if you found this guide helpful, please consider sharing with your fellow Instacart enthusiasts. The more informed we all are, the smoother the experience will be.
Happy shopping!
