Did you receive a delivery you’re not completely satisfied with? Usually, we can make things right quickly when you report a problem through the Instacart app or website. You have up to 4 days after pickup or delivery to self-report an issue with your order.

You can get instant credit for these issues—

  • Missing items
  • Incorrect items
  • Expired, damaged, or spoiled items
  • Poor replacements

If it’s been more than 4 days, you can reach out to Customer Experience for help. We can make things right up to 7 days after you receive your order. 

 

To report a problem with your order on the app—

1. Tap the Orders icon in the bottom right corner. 

2. Tap Get help on the relevant order.

3. Tap the issue you experienced. 
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4. If you selected an item issue, choose the affected item(s).

5. Select a credit to your Instacart account or tap Help Center to contact Customer Experience.

NOTE: Not all item issues automatically trigger a credit. Certain order types (e.g. EBT) aren’t eligible for credit and you might see a refund option instead, and certain items may require in-store returns for refunds. 

 
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You can repeat this process for additional order issues.

 

To report a problem with your order on the website—

1. Click the 3 horizontal lines in the upper left corner and select Your Orders.

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2. Click Report a problem on the relevant order. 

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3.  Select the issue you experienced. 

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4. If you selected an item issue, choose the affected item(s).

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5. If you selected an issue under Other issues, choose the specific issue. 

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6. Select a credit to your Instacart account or tap Help Center to contact Customer Experience.

NOTE: Not all item issues automatically trigger a credit. Certain order types (e.g. EBT) aren’t eligible for credit and you might see a refund option instead, and certain items may require in-store returns for refunds.

 

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You can repeat this process for additional order issues.

You’ll get an email confirmation right away for any credits or refunds, and we’ll let you know as soon as any other issues are resolved. Refund and credit amounts vary.

See the following options for more information about order issues:

Order in progress

Problem with a recent order

Creating a new order

Order never arrived