• Payments
  • How do I change my service amount?
  • What is the Service Amount?
  • What types of payment do you accept?
  • Can I get an invoice instead of paying at checkout?
  • Why am I getting charged a different amount than what was shown when I originally checked out?
  • Where can I see my refund?
  • When will I receive my refund?
  • How do I change the credit card I use for payment?
  • How can I move order charges to a different credit card?
  • How do I redeem a promo code on my account?
  • How do I check if I have a credit or promo on my account for a future order?
  • How do I see if a promo or credit was applied to my order?
  • How do coupons, credits, promo codes, and gift cards work with orders containing alcohol?
  • How do I use an Instacart gift card?
  • How do I change my Instacart Express credit card information and auto-renew settings?
  • Can you help identify an unknown charge?
  • Why am I seeing recurring charges?
  • How do I change my service amount?

    Though the service amount defaults to 10% of your order total, you are able to remove the amount entirely before you finish placing your order.

    To update your service amount before you checkout, please click change on the right hand size of the checkout screen, below the green Place Order button.

    A window, allowing you to remove or re-add the service amount will pop up. Please click on the drop down menu to adjust the amount.

  • What is the Service Amount?

    What is the service amount?
    Instacart uses the service amount to provide high guaranteed commissions to shoppers on the platform. This payment is not a tip and won’t go directly to the shopper delivering your order.

     

    Why does Instacart use a service amount?
    Instacart is different than other delivery services because multiple shoppers may be involved in a single order. Some shoppers work in stores, for example, while others are involved in driving to deliver an order.

    The service amount is used to pay this entire set of shoppers. Furthermore, it helps to ensure that all shoppers are compensated fairly and competitively, and that shoppers are working collectively toward the common goal of providing an excellent experience for all customers throughout the entire order process.

     

    Should I still tip the shopper delivering my order?
    Additional tipping is optional. The entire amount you select goes directly to the shopper delivering your order.

     

    Why is there as service amount and a tip?
    The service amount is distinct from a tip. Instacart uses the service amount to provide higher guaranteed commissions to all shoppers on the platform. This will help us ensure that shoppers no longer rely on unpredictable tips for the majority of their compensation. Leaving a service amount is optional, and you may set the service amount to $0 in the checkout flow before you place your order.

    If you wish to include an additional tip for exceptional service performed specifically by the shopper who delivered your order, you may do so on our online platform, or in cash.

  • What types of payment do you accept?

    We currently accept all major US credit and debit cards, Android Pay and Apple Pay.

    We're sorry for the inconvenience as we're currently not optimized for prepaid credit cards, store gift cards, EBT cards, international payments, and other forms of payment not listed as accepted above.

  • Can I get an invoice instead of paying at checkout?

    At this time we don’t have an invoicing option. We do provide itemized receipts, though. To access your receipt:

    On a computer or mobile website:

    1. Log in to the website
    2. Click Account at the top right
    3. Click Your Orders
    4. Click the order you got a refund on
    5. Click View Receipt
  • Why am I getting charged a different amount than what was shown when I originally checked out?

    There are several reasons you may be charged more or less than what you saw in your original cart. They are:

    Authorization charge: This is only temporary. Like restaurants or hotels, we put an authorization charge on your order in case your bill turns out to be higher for any of the reasons listed below. For example, perhaps your charge when you checked out was $57.40. With the authorization you may see $65.00 on your bank statement instead of $57.40. However, this charge will change back to $57.40 after your order is complete, unless your order ended up costing more.

    Special requests: Special requests are requests you can make if an item isn’t found on our website. If you have any special requests in your order, you'll be charged for them after the order is complete since we don't know the cost of special request items until your shopper finds the item in the store.

    Added items: After you place an order, you can add items to it. You will not see a charge for any items added to your order until after the order is complete.

    Replacement items: You can choose to have items replaced or not if something is out of stock. If an item is replaced, you will be charged the amount of the difference in price. If the replacement is more expensive than the item you ordered, you will be charged more. If the replacement is less expensive, you will be charged less.

    Out of stock items: If an item is out of stock, we will refund the price of that item to you. This will reduce the amount of your order.

    Weight adjustments: Our shoppers will try to get the exact weight of the items you requested, but it is likely the weight could be more or less than what you requested. If you receive more or less than what you requested, we will charge you to reflect that. For example, if you ordered 2 lbs of bananas, but we sent you 1.9 lbs, you will be charged for 1.9 lbs.

    If the charge you are seeing doesn’t fall under any of the categories mentioned here or if you notice a charge from us that you can’t associate with an order, please feel free to contact us at 888-246-7822.

  • Where can I see my refund?

    If you were refunded for a specific item on an order, or for a whole order, you can see this in your order history:

     

    On a computer

    1. Log in to the Instacart website
    2. Click Account at the top right
    3. Click Your Orders
    4. Click the order you got a refund on
    5. Click View Receipt at the top right

    On the iPhone or iPad app

    1. Touch the account icon at the top left (it looks like three white horizontal lines)
    2. Touch Order History
    3. Touch the order you’d like to see a receipt for
    4. Touch Receipt at the top right

    On the Android phone or tablet app

    1. Touch the list icon at the top left (it looks like three white horizontal lines)
    2. Touch Order History
    3. Touch the order you’d like to see a receipt for
    4. Touch RECEIPT at the top right

     

    Please keep in mind that refunds typically take between 3 to 5 business days to process, depending on your bank or credit card company.

    If you don't see the refund reflect within that time frame, please contact your financial institution directly regarding their policies on refunds as in some cases, it may take up to 2-3 weeks.

    If you need any further assistance, please feel free to contact us at 888-246-7822. 

  • When will I receive my refund?

    Refunds typically take between 3 to 5 business days to process, depending on your bank or credit card company.

    If you don't see the refund reflect within that time frame, please contact your financial institution directly regarding their policies on refunds as in some cases, it may take up to 2-3 weeks.

    If you need any further assistance, please feel free to contact us at 888-246-7822. 

  • How do I change the credit card I use for payment?

    On a computer

    To add a card:

    1. At the top right, click Account
    2. Click Your Account
    3. Click Payment Methods on the left
    4. Click New card
    5. Enter the card information and click Save Changes

    To remove a card:

    1. At the top right, click Account
    2. Click Your Account
    3. Click Payment Methods on the left
    4. Click the card you want to remove
    5. Click Delete card
  • How can I move order charges to a different credit card?

    You can only change a payment on an order once it's been delivered. Please follow the steps below (on a computer only).

    First, make sure the card you would like the charges moved to is already on your account. If it’s not, please follow the steps to add a card to your account in this article

    Next, contact Instacart Customer Happiness at help@instacart.com and let them know the last four digits of the card you’d like the charges moved to.

    Please be aware that once we issue a change on the original charge, you must wait 3-5 business days for the refund to appear on one card and the new charge to appear on the new card. If you do not see the refund within that window of time, you may want to contact your bank directly.

  • How do I redeem a promo code on my account?

    If you got a promo code, you should follow these steps.

    Note: If you were given a credit by someone in Customer Happiness, the credit will be automatically applied to your account, and you don't need to follow the steps below.

    On a computer

    You can do this under Account Information:

    1. Go to the website (make sure you’re logged in)
    2. At the top right, click Account
    3. Click Your Account
    4. Click Promo Codes on the left
    5. Click Redeem Promo Code
    6. Enter the code and click Redeem

    Also, when you’re checking out, there is an option to enter a promo code:

    1. Click Checkout at the bottom of your shopping cart
    2. Select your address and delivery time and click Next
    3. Click Add Promo Code
    4. Enter the code and click Redeem

    On a mobile device     

    1. Tap your profile icon on the top left corner
    2. Tap Add Promo
    3. Tap Redeem 
    4. Enter the code and tap Redeem 

    Note: We reserve the right to discontinue a promo at any time and some promos have expiration dates.

  • How do I check if I have a credit or promo on my account for a future order?

    You can always check if you have Instacart credit, promo or free delivery for a future order by visiting the Promo Codes section of your account:

     On a computer

    1. Go to www.instacart.com and make sure you’re logged in
    2. At the top right, click Account
    3. Click Your Account
    4. Click Promo Codes on the left
    5. You’ll see any coupons you have listed under AVAILABLE CREDIT/DISCOUNT

    Any credit you have will be automatically applied to the order total.

  • How do I see if a promo or credit was applied to my order?

    After an order is complete, you can also the receipt as it reports all credits, promos, or delivery fees applied in the order. To check your receipt:

    On a computer

    1. Go to www.instacart.com and make sure you’re logged in
    2. At the top right, click Account
    3. Click Your Orders
    4. Click the order you'd like to see credits/promos for
    5. Click View Receipt at the top right
    6. You will see credits, promos were applied under ORDER TOTALS at the bottom of the receipt 

    Note: When you get a credit, it is always applied to the next order you place. So it won’t apply to an order you have already placed.

     
  • How do coupons, credits, promo codes, and gift cards work with orders containing alcohol?

    For legal reasons, coupons, credits, promo codes, and gift cards cannot be applied to alcohol products in an order.

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  • How do I use an Instacart gift card?

    Instacart gift cards are received by email. To use a gift card, click the link in the gift card email.

    Important: you must be logged in to your account before clicking the link.

    Please check your email's “Junk" or "Spam" folder if you don't receive your gift card email - otherwise please contact us directly at help@instacart.com.



  • How do I change my Instacart Express credit card information and auto-renew settings?

    You can update your Instacart Express credit card and auto-renew settings by following these steps:

     

    On a computer

    To turn auto-renew on and off:

    1. Go to www.instacart.com and make sure you’re logged in
    2. At the top right, click Account
    3. Click Your Account
    4. Click Express on the left
    5. To turn auto-renew on, click Renew membership. To end auto-renew, click End membership*.

    To change your credit card, click Edit payment method beside the currently selected card.

     

    On the iPhone or iPad app

    To turn auto-renew on and off:

    1. At the top left of the app, tap the account icon
    2. Tap Instacart Express
    3. Tap Manage Membership
    4. To end auto-renew, tap End membership*.

    To change your credit card:

    1. At the top left of the app, tap the account icon
    2. Tap Instacart Express
    3. Tap Select a Credit Card in the Preferred Payment section.

     

    On the Android phone or tablet app

    To turn auto-renew on and off:

    1. At the top left of the app, tap the three vertical white lines
    2. Tap Instacart Express
    3. Tap your Express membership in the Membership section
    4. To end auto-renew, tap End membership*

    To change your credit card:

    1. At the top left of the app, tap the three vertical white lines
    2. Tap Instacart Express
    3. Tap Select credit card in the Credit Card section.

    *Please do keep in mind. There is a 3 day "Grace" period at account creation and adjusting settings. If any adjustments occur, Express might be cancelled.

  • Can you help identify an unknown charge?

    If you see a transaction on your card associated with Instacart and you don’t think the charge is associated with your Instacart account, or if you do not have a Instacart account, please immediately reach out to our Customer Happiness Team at help@instacart.com.

    We're happy to help investigate to see if the charges are legitimate or fraudulent. Please contact us with the following information:

    • The last four digits of your card number
    • The expiration date of your card
    • The date of the unauthorized charge(s)
    • The amount of the unauthorized charge(s)

    In order to best facilitate a refund for any unauthorized charges, we ask that you not dispute a charge through your bank or card company. If you have already made a dispute, we ask that you withdraw your dispute, as we will be able to refund any unauthorized charges that we see on our end.

    If a dispute is mistakenly filed, please be aware that your account will be placed on hold while we investigate the dispute. You will not be able to place any orders while your account is on hold. This process can take upwards of 60-70 days to resolve during which you will be unable to access your account.

  • Why am I seeing recurring charges?

    For safety reasons, our payment processor cannot store a card's CVC on file. However by placing the "recurring" flag on the initial charge we are able to to bill your card on future orders without having you input your information each time you place an order.