How do you protect yourself from Instacart "not delivered" complaints?
Your best protection is a clear in-app delivery photo showing both the bags and the door or unit number, taken at the right address, plus a short chat note saying where you left the order. The app records the time and location of the photo, which Support can review in a dispute. For "hand it to me" orders, never mark an order handed over if nobody answered; use the app's customer-unavailable flow and timer instead.
Get the address right first
- After tapping Navigate, compare the map address with the full address in the order: street, number, unit, direction and ZIP.
- If the map link looks wrong, copy and paste the address into your map app manually.
- At the house, trust the number on the mailbox or porch, not the blue dot.
- If something seems off, message the customer before dropping off.
The photo that wins disputes
- Use the app's own delivery photo step, not your phone camera.
- Frame both the bags and the house or unit number.
- Do not keep extra photos of the customer's door or address in your gallery.
Leave a chat note
"Your groceries have been placed at door #[unit]. Thank you for your order!"
"Meet the customer" orders
If the customer answers, you can still take a quick photo of the bags without their face: "I always take a quick photo of the bags to confirm delivery; I'll keep you out of the frame." If nobody answers, use Can't find customer and wait out the timer (shoppers report about 10 minutes; follow the app). Then do what the app allows: leave the order in a safe spot with a photo, or return it.
Gated complexes and lockers
Ask for a missing gate code by chat as you leave the store. Deliver to the unit door unless the customer's note clearly asks for a package locker.
If a complaint arrives
Ask Support to review the in-app delivery photo and location record, and explain calmly what happened. A strong record does not stop every bad-faith claim, but it makes it far easier to defend.
Frequently asked questions
What happens if an Instacart customer says the order was not delivered?
Support may review the delivery photo, time and location data and chat. Repeated unresolved reports can put an account under review, so strong proof of delivery matters.
What should an Instacart delivery photo show?
The bags and the house or unit number together, taken with the app's own photo step at the correct address.
How long do you wait for an Instacart customer who does not answer?
Use the customer-unavailable option to start the timer. Shoppers report about 10 minutes, but follow the time shown in your app.
Go deeper. Chapters 3 and 7 of the guide cover door delivery and proof of delivery in full, including the screen-door rule, GPS cross-checks and the Meet the Customer trap. Get the full guide or read chapters 1–2 free.
Related guides
- What Instacart rating do shoppers need?
- How do you appeal an Instacart deactivation?
- How do you complete your first Instacart batch?
Sources
- Instacart Shopper app: delivery photo and customer-unavailable flow (in app)