Instacart Refunds and Replacements | Batch Walkthrough
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- Опубліковано 24 вер 2020
- Are you a good Instacart shopper? What are you doing to increase your earnings, tips, and receive a good rating? I'll show you how I refund and replace items in this batch walkthrough. I also show you how I communicate with a customer to provide good customer service.
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One of the main things everybody needs to remember when they go out and shop for people every day, is you need to treat it like your business because it is. You're a private contractor. You're an entrepreneur , you need to do each batch with proffessionality as though your livelihood depends on it. It goes a long way
Well you are correct but more importantly some customers will directly relate you to the brand that you're delivering from, in other words you represent XYZ grocery store, so you don't want to misrepresent the store that you're delivering from!
Best tips that I learned on Instacart:
1. Read their items after accepting the order to get familiar with where to go saves you time.
2. Always send a customized greeting to see if they will respond or not. You can also see if they read the message or not. That way if their item isn’t available just refund instead of replace I know your tips will go down but it’s better than getting bad rating
3. If the customer has a second replacement item confirm with them, no response refund the item. I learned this the hard way I had scanned a replacement item that the customer wanted and she stated that it was the wrong item. Now I just refund she gave me 4 stars and stated I got the wrong item. I disputed with IC but we will see but going forward I’m refunding the item. You’d be surprised how people actually like getting a refund instead of paying for something they didn’t really want
4. Keep a blurb in your phone notes for most asked questions. Like I’m at checkout or I’m on the way to your place how would you like your items dropped off. This is key since most customers don’t leave comments on after delivery
Hope this helps anyone in the comments
I always message my customers. But it's hard when they don't message back. But I do my best to replace items
You're right, but I think it can sometimes make things go faster.
They take for ever to answer back. They also take for to review the items i had to replace or refund back.
Hi, do customers see messages after batch completion? I have left notes in messaging to the customers in case they would like a return after having delivered their items/groceries
Thank you! You helped me a lot, I even started doing double orders, yesterday I had 2 orders I communicated with both of them equally even got them extra things they wanted. I delivered both of them but the second one had this narrow driveway that I couldn’t see because someone was tailgating me I wound up in a ditch right in front of her house, I was so embarrassed, she was so nice she told me her road always has problems with people driving, well anyway her tip was initially $6.00 she changed it to $30, I was in total shock! It was a good thing the first customer had no tip. 😏
Oh my gosh! I’m glad you’re okay. 😳
Instacart is addicting!! Got me out here watching you shop and I'm itching to go out again! Grocery shopping for people is like my fav hobby 😆😆
I never thought I'd resonate with this but I do
I have been doing Instacart since March as a side job. I love it but I hate when a customer doesn’t respond. Or when you get in the store and they try to add a lot of items.
When you deliver the groceries do you knock at the door and wait for them to come out or do you just drop them off at their door and leave like an amazon driver?
Yay I’m so happy to see you upload!
Awe thanks! Haha!
btw this was one of the best instacart tips video I've seen on UA-cam! This is all mostly stuff I've been doing instinctively, you really articulated every very well !! It's the little things that count!! 👍
Thanks a lot! That’s quite the compliment.
@@StephOnThePedal Hi! I’ve been trying to figure out what to do when the store doesn’t have bags & you have the option to buy them?? Do you, personally, purchase the bags with your own credit? Or do you use the Instacard. If you use the Instacard, do you add it on to the customer’s items? Or do a separate transaction??
I just signed up and ready to take my first order. Been watching tip videos so wish me luck.
I watched alot of your videos before I started Instacart so I kinda knew what to expect and you are so helpful. You're hilarious to watch because of your commentary so thank you so much! This has nothing to do with this particular video but today I encountered very rude grocery store employees. I'm not that shopper that asks where everything is. Only if I absolutely have to and I was literally minding my own business trying to find what I needed for the batch. And this particular employee must've saw me scan items on my phone because I was walking by looking for mangos and she started going off about instacart shoppers and about how much they make more then them sometimes in under less amount time than they do to a CUSTOMER that was shopping there. How professional is that? And I put in alot of time as a shopper. Full days worth. I had to walk away and shop for other items on the list because I was so angry that she was so rude. To top it off, the lady that was bagging the items basically yelled at me because I didn't "let her know" that this was for instacart and that she bagged it all wrong. This was a single order and what's the difference? If the items were mine, she wouldn't have said anything about bagging it wrong. She was just mad that I was an instacart shopper. Really discouraging. The customers I delivered to were the most grateful which was nice. Sorry for the long comment. Just had to tell people that understand. Just trying to make some extra money. Rant over
I just signed up using your link. I did the 19$ level membership because that’s what works for me. 7$ is great but the part time level offers better income replacement if I ever needed to use it. Thanks for sharing. My benefits don’t become active for 24 hours. Witch is cool they do that so people don’t activate to use the benefit and turn around to cancel it.
Thanks! The $19 a month option really does offer a huge jump in benefits compared to the $7 a month option. I feel like that's a great choice and still very affordable.
I'm so glad your business is taking off. I have missed you tho on here. I look forward to seeing your new idea for this channel. Btw I'm an instore shopper now. The batches here in Florida where always out of my zone so I did more watching the app than working. Now I'm paid by the hour and still doing what I love. Shopping! Lol
I appreciate that! It is a very exciting time for me. Becoming an in store shopper seems like a smart move. I know Florida is pretty rough. I'm glad you made it work!
@@StephOnThePedal Me too. I love Instacart.
Great video!!
This is the part, where IC can be dicey. First off, I CONSTANTLY communicate with my customers. What irks me is when I don't get responses. Plus, some customers can be EXTREMELY picky, especially with meat items, which btw is the item(s) I least like to shop for. Don't get me started with customers, who has mostly organic items on the list. There has been a few times, where I gave good replacements. However, I got a few negatives for a "poor replacement." Some initially, have refund for items, as a default. I still, reach out to them. Some, actually DO want a replacement. I LOVE when customers have a designated replacement, just in case the primary item is not in stock. That helps, so much. In the end, what I have to learn is to consistently move on, if a customer doesn't respond right away. I get caught up in that, much too often. Another thing is I wish customers would rate more.
I feel like as well, if the customer is elderly and perhaps not using the app, that it is nice to view the items on the app with the customer and offer to refund any they aren't happy with at the door. Yes, it may cut into pay/tips, but it is good customer service.
That is a fantastic idea!
Missed u too!!
Happy your photography is growing strong.
Thank you so much! 😊
Wow, that is really great customer service!
I just started Instacart in Orange County CA. Big fan of your videos, they really helped me get started. In my experience I've found it easier to just substitute items, when they are out of stock knowing that instacart sends an automated msg to customer, unless the customer leaves instructions, which btw I recently had a customer that made me message her a picture for every item on her shopping list, real pain in the ass bcs it was a 3order batch, but anyways if they do not approve they will usually msg me to either replace with something else or refund them. As you mentioned in a video a while back, with Covid 19 still effecting our ever day lives, people are still panic buying, at least here in the O.C. I'm finding even the most common items are out of stock, and I think most people are aware of this, and have been very understanding when the items they have in their shopping list are out of stock.
The force marking is something that happens to my orders all too much. I’ve contemplated cancelling my membership and not using Instacart anymore a few times because of it. I’ve placed 20+ orders and I would say only 1-2 people have started with an introductory message. It also seems as though some shoppers are lazy and don’t ask the workers when they can’t find something.. especially seasonal items. It’s a shame not all shoppers are like you!
Awe dang! Sorry you've had such a bad experience.
Happy to see you back
Thank you! It's been way too long!
I don't like when they don't respond. Most recent case yesterday, but as I progressed thru the list I realise that she may have been an older lady... So i didn't be hard so
much.
2) I have had a customer who commended my choice for replacement , because she had a certain diet and have had cases where the replacement was contrary and she had to go back in store personally to get the correct item.
3) I have extra bags in car and rearrange the items if my grocery were bagged by the help.
However more recently some cashiers are by themselves so I jump on the task and bagged them how I want them to.
Steph, I've seen a couple of your previous videos dated around 5 mos ago where you talk about Bots screwing everything up with Instacart...Came across this (Recent) vid dated 4 wks ago, has the Bot issue been dealt with? Is Instacart back and worth it again? Great job on your vids! :) Cheers!
Quick question are you allowed to go to self-check or not? I’m going to start this real soon so excited!!!!
I was looking doordash until I watched your video. im not needing to make a 100 a day what i want is like 60 a day or so or to make most of a 300 week in a few days. im still watching and talking to many about the journey. thanks stef. and have a nice fall season.2020
You can likely make over $100 with Instacart.
I love that you’re a photographer too! I just signed up for Instacart to hopefully make some extra money while I’m still trying to get my photography business off the ground. I would love to see some photography videos in the future! 😄
That's awesome! It's coming! :)
@@StephOnThePedal I'm in exactly the same position. left my job, started photo/video company. Working gigs to put food on the table in between. Hope to see photography videos as well! (www.multifocusmedia.com)
Thank you!❤️
I am starting Instacart, and looking up videos and all the info I need to know, do I need insulated bags? And do I need a PIN when I check out? I watched two of your videos and it’s really helpful.
Thanks
So, I also do Shipt & Instacart. I have never had a problem with customers replying on Shipt. I have had a problem with a few customers acknowledging me on Instacart. I'd say it's happened at least 10x out of the last 50. It was super frustrating until I realized, 1/2 of those non-responsive customers were older & using their computer & not the app on their phone. Now I call anyone who doesn't respond. It has definitely made the batch easier to complete.
you guys get aisle number and shelf # in the app?? I always have to search for things in Canada!
Notice you have on a harness while delivering order to customer. What kind of camera/phone are you using to record?
Newbie here! I don’t understand, so we can make the decision on are own to replace the items or does the app tell us we have the decision to replace the items or refund? I’m confused. :/
Hi, I just started working Instacart today and have completed 2 orders so far. It’s easy to me but I’m a little confused on how the return policy would work though. Can someone give feedback on their experience with that? Because it seems like it would be really stressful to have to return to a customers house and go back and fourth from the store.. hopefully I’m misinterpreting that.
I got frustrated at website for kover. There several plans, different price, but no explanation what is there, I didn't found option to compere them, frustrated.... If you can give any info about? Thank you!
I get why people may not respond; I also get why it's so important on our end to maintain contact.
I'm always afraid too much contact and "play by play" of what you're doing or what isn't in the store will drive the customer to think "geez, this person messaged me 7 times in 23 minutes, I should have just went to the store my damn self" 😂
I feel like people let you know when they would like you to communicate a lot with them.
@@StephOnThePedal that is def. True! Keep up with the great info; it helps 👍👍
As a homeschooling mom I use instacart to save lunch and dinner often. And I sometimes can't get to the shopper right away. So what I do is i go ahead and select a backup replacement when I shop and checkout
Im also not too fussy. And respect them and shoppers trust and nod their best judgement
I don’t !! It’s fucking rude. I’m a customer by the way
If you offer them Lysol and toilet paper and they say yes do you add it to the list or do you tell them to..?
I will always send a message when trying to replace an item. My issue is no response and how long do you wait before you just move on? Also I have customers that want to add or decide at the last moment to accept a replacement but now I am on the other side of the store. It affects my shopping time that rates you as a shopper. Does the timer really matter? Also I am seeing mother/son, father/son and couples shopping together and that puts me at a disadvantage with the shopping time.
I always move on after I ask. I’ll either take the potential replacement with me or I’ll come back for it if they respond. Your shopping speed really doesn’t matter. My initial message says to keep an eye on your app for changes. Maybe you should ad that.
Steph, I did a batch today for a customer that wanted me to ring the bell and she would come down and help with the order. From instacart, the instructions were not to leave the order without seeing the customer. She wasn't responding to any of the chats and unless there were specific instructions about replacing organic items, I will refund with no response. The bad part was nobody was home when i arrived with the batch. I went through all the procedures with the app and was finally talking with IC customer service after waiting for 30 minutes and the customer walked up wondering what i was doing there. I explained to her that her instructions were to ring the bell and wait. She said Oh, OK>. I got a 10$ bump from IC but the B, cut my tip to 2$ from 10 on an already low pay order. Fortunately I did get the bump from IC. I wish people would not order if they are not going to be home. I service a beach community and too many times vacationer's will order groceries to be delivered and they are not even in the state yet. Frustrating.... Rant Over
Ohh man I would be so frustrated! I’m glad you got the bump but that’s not really worth your time. 😬
I’m also finding out that replacements are somethings that customers are stating that they didn’t want even though the app clearly states with an orange star replaced and then the customer calls and complains to get the item for free it’s a scam that they’re doing
Omg watching this now and it seems so different. People now order like an entire cart full of stuff and the stores never have what is needed. If I had to message the customer for every replacement I would be at the store for like 3 hours.
So true, I had a customer today who ordered 35 items i was like okay accepted it. Then added on 18 more items to the batch. I was so pist, I was in the store for almost two hours. Lots of things were put of stock and no replacements.
I would love if you spoke more about your photography and marketing. I have only gotten one photo gig this whole pandemic and I have trouble with the marketing side of things
Marketing can be tough! I am planning something in that direction. Good luck!
I’m new on this how do you do a refund
Has any customers came up to you, say when you’re dropping off the groceries at their home and told you they didn’t like the replacements made? Would you be able to return the item and refund them?! Or what would be the protocol?
You can refund items at the customers door. Most stores aren’t taking grocery returns so you keep them!
Steph On The Pedal Ah! Good to know. Thank you
I didn't know you could refund at the door. I had a customer who was nonresponsive and didn't like my replacement choice. I told her to call customer service and they should refund her. I also told her that due to covid they would probably let her keep it.
@@StephOnThePedal so for free ?
What’s the insulated bag for? How would you deliver the items to the customer if it’s in the insulated bag? Cause wouldn’t you wanna keep the bag
You don’t give them the bag. Put paper or plastic bags inside.
Why would the buyer assume you bagged the groceries? The only grocery store I've ever been to where you have to bag your own is Aldi.
I take a picture of my replacements in one picture then grab the replacements with me 🤣 so if when they response I just scan it and take the others off the cart haha
Oh no. After watching your video I think I may have handled replacing an item incorrectly. Example, I had a customer who requested a larger size package of cookies from the bakery that they stock. As I communicated with the customer she asked if I would change the item to the size they do stock. The way I replaced the same exact brand of cookies but a different size was by using the Force Through button and taking a picture of the product as replaced. Was I correct? BTW, I have only been shopping for a few days. Love you videos, very helpful.Thanks
You should refund the incorrect item and then add in the correct item manually. :)
How do you handle leaving cold and frozen food? Do you leave your cold bag or are the people usually home so you don't worry about it?
Not the shoppers problem. If the person makes the order they need to make sure to be around to bring in their stuff. A good shopper should let them know that their food is at the door and take a picture
Im a customer by the way. It is common courtesy.
I am trying it again. I was new when everything shutdown and the shelves emptied so I stopped. I've recently done 2 batches. I've learned from watching videos, so on the 1st one I contacted the customer before i started and kept communication going when needed, such as how does she prefer her bananas - green, yellow or in the middle. She seemed very appreciative of the communication. The 2nd batch I was about to send a greeting when I saw a note that the customer only wanted to be contacted if there was an issue. So I didn't send a greeting. Was that the right move based on the message or should I have sent a greeting and then nothing else unless there was an issue? There was an issue so I did end up contacting the customer once. I didn't get a bad review so I'm guessing I did right but I wasn't sure if I should have sent a greeting anyway. Your thoughts?
I will still send the greeting but I think not sending it may be the better practice. That’s a hard one. I mainly want them to be available if I need to talk to them. I don’t know... that’s a good question.
Hey!! I was wondering what do we do with the receipts afterwords ??
Me too
I just did one batch 15 items turned into 3 hours cause I didn't understand the replacing of two items was a mess I was so stressed I didn't have time to respond on time. Def need to study this problem to avoid it
I thought it would be best to refund the item over choosing something else for them when they’re not responding. Honestly I wouldn’t want somebody choosing something different without my permission even tho it may be similar. I just don’t want them to end up getting something they possibly wouldn’t want.
Hello Steph and everyone who has been watching. I just started with instacart and just finished my first batch which included 2 orders. But it was not for groceries it was for indigo the bookstore thought it would be a easy choice for me to start with. Did a custom greeting for both before I started shopping. At the end I had first problem. My first shopper responded to my greeting as well as I had to replace something for her and she replied to me for the changes. But then she decided not to answer the door for the delivery. I was very late long line ups it Christmas time and weather was bad I live in 🇨🇦. So tried my best to contact her and as well as got an rep to try as well. But to no avail still waiting for instacart to send me some money for my troubles. But I had to return the items back to store. But the store could not put the refund back on the card I use to shop for instacart kept saying declined. They gave me a gift card loaded with the refund!! Would like to know what should I do with that? Tried the refund reimbursement tab on the app. But that only works if I had to pay for the item myself according to customer service. So instacart is not helping can anyone help me? And sorry for the huge comment😁
Go buy yourself a book ♥️ haha jk
A few times items fall out of the virtual cart. It's frustrating because I don't have a car. If something falls out of the virtual cart the shopper doesn't know I need it. Instacart needs to make sure their computers are working well and not kicking out items.
The one thing about no contact delivery is alot of times will be on the porch or outside waiting. There is no option for handing to the customer. I have taken pics of an empty area and letting the customer know that they will get that pic.
I do the same.
King soopers is a nightmare to me. I avoid it at all costs when shopping in Denver. Nothing is ever stocked and it’s always just a mess 😭 sprouts is my go-to place to shop. People are so nice and the store is always nicely stocked & clean.
I haven’t done many Sprouts batches but I do personally shop there. I’ll have to try it out.
I normally refund the items if I don't get any communication from the customer unless i find a similar item with a bigger or smaller size. Half of my customers will never respond even with my intro message before I start shopping 😥😥
That’s probably the safest option. I just feel like it’s okay to use your best judgement under some circumstances.
@@StephOnThePedal I understand. Most customers will be ok with a good replacement 😎😎👍👍
So weird to read comments from IC shoppers not having their messages responded to. I literally camp out on the app in case my shopper needs to replace something or has any messages for me! I reply instantly.😂
Hi, can you do a video from the customers POV once a shopper accept the order. Like does it show the customer how far they are from the store location and from the store location to the delivery address.
I actually did that video! ua-cam.com/video/P3Fi4KyqSJ8/v-deo.html
Steph On The Pedal thanks I found it after I commented 😅😅
Love your videos you made me want to start delivering since I’m not getting many hours at work right now. So far I’ve done 4 batches none of them have been good tips 😕
I am an Instacart customer, not a shopper and I have trouble with the shopper not answering when communicating with them. I always send the hello message and thank you for shopping and keep checking on order progress so I can stay up to date with the shopper. I have ordered a number of times and I think I have had 2 of them send the initial message and 1 of them send an almost done message. One of the shoppers I forgot to add an item and tried to communicate with them and they had already left the chart(5 mins) into the shopping trip. I had 2 drivers deliver to the wrong address as well ( a description of the house with picture of front door and garage was sent to the shopper, with instructions to ring bell) . The 1st driver who delivered to the wrong address we had no idea where she delivered it too tried calling her wouldn’t answer. Instacart called her and she wouldn’t come back to deliver it to the correct address ( someone got free food) . Instacart had to redo my entire order and the girl who came to deliver it was a gem she found great replacements that the first person couldn’t / didn’t even look for. I Gave her an additional tip in cash and she wasn’t told it was a do over or anything and wanted to make sure instacart gave the original tip in appt and not to give it to the original driver. 2nd one I happened to hear car and see car pulling away from street so had an idea where was delivered ( next door) also problem with delivering to wrong address someone could think you are trying to steal off a porch ( you never know now a days- luckily my next door neighbor now now I do grocery delivery so has no problem with me coming to get the groceries if it gets delivered to their house) .I also had a shopper who did what you said force it to be the product had to email instacart and take picture of product to show not the product at all ( a variety pack of yogurt and he just put 2 of a flavor in and then charged me for 2 variety packs- very annoying on so many levels) wish I could have you as a shopper😀, you do a great job. ( I live in Oregon - a bit far from your delivery zip code- lol😃)now I have a a few really amazing awesome shoppers and I need to give them credit and mention the amazing experience I’ve had with them as they did a great customer service experience and overall great job shopping and others would be great to have them as a shopper and receive the same amazing and excellent service as I had. My favorite shopper was the very first shopper she went above and beyond to find a no salt peanut butter for me ( for my dog who can’t have salt- heart condition) she went to 3 different places in the store to find a match or replacement that would be okay snd as she found one as she thought may work she sent pics of the front and back of label .then she found one that said no salt took picture of it front and back with ingredients and it was perfect. ( the type I asked for the store was out of - she went above to find a replacement for me - it was the first time my dog had to have a no salt peanut butter so I didn’t have any other reference to help her out with. and ensured any other replacements were approved and okay.. If they do a good job I always give an extra tip in cash for the effort and hard work. As well as I tip in the app and if they do a good job I tip additional tip in cash when they do a good job and communicate and follow instructions. I now always keep an eye out and go outside/ standing on porch to ensure they are at right house or peek out( if my mask isn’t on quite yet) Not all shoppers are horrible , and I know they are trying to get through and make money. Just frustrating when they’d don’t make any effort to communicate with the customer ( initial introduction , keep customer up to date on order status, send an almost done message, ) force items, and deliver to the wrong address.thank you for putting out videos like these as it can help the shopper and customers have a better service, better experience and / tip in future . Thanks again glad to see you back again. Love watching your videos. Thanks again
Thanks for your support and thank you for sharing your experience as a customer. I think it's good for other shoppers to have an example of what the customer experiences. I really wish IC would allow you to request repeat shoppers.
Steph On The Pedal that would be great if IC would allow customers to ask for repeat shoppers. I know if there’s big issues IC will block specific shopper from your order ( customer has to contact IC directly and ask for them not to be allowed to deliver to you. That would be amazing to ask for specific IC shoppers.) thanks again for sharing all the info you have.
She's back and still a cutie
Haha... thanks.
Hi, do customers see messages after batch completion?
Thank you for all of what you do on UA-cam. Questions I could not find have been answered by you:)
Do you have a Facebook group for Shipt, too?
Damned if you do, damned if you don't
What do you mean?
TBF to shoppers, the app isn't very user friendly. Of course you gotta learn it, but they put things in weird places.
Hey, we would love to partner with you on some videos. We will pay per video. I am sending you a message to the email listed on your about page. - J
Watch instacart videos he’s got the most knowledge about instacart. Everyone can learn about him. You should piggyback off his videos
You’re so cute to me. Not sure why 😏
*Gracias gracias CUSORSPY just made ma happy..I can now get batches and feed my family*-
wanna order lots of groceries every week twice a week with big tips. Which city do you live? If you're in Toronto and see a batch request name( Oswaldo) that's me n please accept it ❤️🌹 nice eyes n sharp mouth 👍❤️🌹