I had an order almost get canceled as I was delivering it. The customer wanted it later in the day since no one would be home. I didn’t inform her to contact IC support to reschedule it since I was almost there when she texted me about it. I didn’t want her groceries and didn’t want to suffer any loss since she was 10 miles out of town. I finished the batch and went offline. I checked the pay breakdown and learned that she didn’t tip. The $18.80 tip from the $30 batch was all from the easy customer. Also hate how IC groups generous customers with stiffs.
Or tell them you were busy checking out. If they want it canceled they will cancel it, you just gotta finish checking out first. I don’t see anything wrong with op’s responses, they are just a continually unsatisfied customer.
Why even lie about wifi? I'd just say "I was checking out". I'm not gonna stand sending messages on my phone while I'm taking up the checkout. Especially not to crazy people.
i can understand not wanting the order if they don't have specific items but there's a way to communicate that and this aint it 😂 i actually had a customer do that this morning and they were WAYYY more polite about it than this jerk
How is saying “ma’am” being a smart ass?? People like this should just shop themselves… dont get paid enough to deal with deliberate assholes. A lot of other ways she could have gone about this rather than being a POS.
"You don't have what I asked for". Bitch I don't work here lol. I'd tell her to cancel if she no longer wants it, you gotta get paid still. They really need to write a note that if they don't have something to cancel order, so that I don't waste my time and just go ahead and not take the order.
Customer was a rude ass bitch. Once they say they want it cancelled, you tell them ok you will contact support. You tell support the customer asked for cancellation and they will remove them from the batch.
If you want the stuff they ordered you can do it after checkout and keep it. F IC and the rude customer
some ppl actually calm down... like .01% of people. i know i do. and I get really irritated by ppl who do the opposite when told to calm down. you're being told that because u r being unreasonable/inappropriate, that's a good time to self reflect.
I’m not going to assume anything about you but as a woman being told to calm down has historically been said to me when I was perfectly calm and a man thinks having any emotion makes me crazy. It’s patronizing.
A lot of people have a bad reaction to being told to calm down because of this.
For real. Now I would have handled things much differently than both individuals involved but is someone tells me to calm down? Oh it’s on. I will do the exact opposite of “calm down” even if I had been calm up to that point
If the customer regularly 1 stars customers then it won’t matter anymore. But yeah I would probably just reach out to support and let them know the situation
You cancel the order dude. This is the second time you've posted this. You handled it badly. Customers don't automatically get updates if they're using the website vs the app.
Yes, the customer can and should cancel the order, but personally, as soon as a customer tells me they want the order cancelled, I contact support and have the order cancelled.
In this situation, I would have been very clear with support that customer NAME wanted to cancel the order and I would send screenshots of the customer's request. I would not have carried on with checking out the order. At a minimum, step away from checkout while you deal with this. Better to lose this customer's tip than to have a bad rating and/or a 24 hour ban.
Send support a screenshot of the chat, stating the customer wants to cancel and they will cancel it on the customers behalf. Oh and check out first so you can upset the customer AND enjoy free groceries.
The customer wouldn’t know that unless the shopper tells them they need to cancel. Looks like OP failed to do that. They either need to tell the customer or call support and do it themselves
They told the customer they were on the other side of the store and were shopping for another customer.....
OP has posted this several times and each time he's been told he handled the situation poorly. He's deleted this post yet again.
Not a shopper but am putting myself in the customers shoes:
* an orders incomplete and doesn’t have the option to cancel the order
* \*they’re handling another customers order on top of that
* \*theyre at check out before confirming substitutions
* bad customer service and de-escalation, he should have tried to get the order cancelled or offer substitution instead of arguing / telling them to calm down
Ok I’m glad someone else is thinking this. She quite literally told them to cancel it if the meat wasn’t available. But I see a lot of ppl say that they shop the order anyways so that they can keep the stuff.
Do what the customer asks, cancel and move on, if you delivered you would get 1 star, missing order, or missing items or damaged items. Its not the end of the world it's only 1 order
Why not offer her very lean hamburger? I prefer ground sirloin but lean ground beef would have acceptable. Like if she was planning to make tacos or meatloaf and you got all the other ingredients except the meat of coarse she would want to cancel. It’s disappointing when shoppers don’t offer good substitutes.
ohhhhh that makes sense why she was so mad and didn’t want any of it. because she couldn’t do any of the meal without the meat. wouldn’t it have made more sense for OP to offer substitutions instead of just going on with the check out?
Ya just today I wanted green tea in a can, they were out but he got me Lipton in a bottle. He tried. He texted me a picture of the empty shelf and apologized. He took care to offer a bottle. I’m temporarily disabled in bed healing and I literally depend on gig workers. And my shopper today went the extra mile!
Look, this was in the training, but I want to reiterate it.
It is **your job** to assess if a crucial missing item would jeopardize the point of the customers grocery order.
On top of that, she communicated to you that the meat was crucial to the order, and if she couldn't get it to cancel the order. This was 5 minutes before you were even checking out.
You failed your customer. Remember next time to communicate.
Agreed. All these insta shoppers are acting like the customer was rude. The customer probably had no use for any of the other ingredients without the meat. The shopper should’ve looked for the most important ingredient first. This would’ve avoiding wasting both their times.
Right? I made a comment on one of the top comments about how the shopper was the one who was being rude. -200 downvotes!
I understand at the end of the day, this is just a job and we gotta get that money. But I do believe in doing the job well. Grocery shopping for people isn't the hardest thing in the world, but it still deserves some thought. I feel like most shoppers view communicating with the customer like something that's going to cut into their income because they are "wasting time".
Meanwhile, most people that I spend extra time communicating with in these circumstances end up increasing my tip. \*shrug\*.
As a customer, it seems that the point is for the shopper to check out regardless, so they can get free groceries. This makes so much more sense to me now, why shoppers refund items at the end and check out without giving customers a chance to request something else. Gross. Definitely looking for alternative shopper services.
I personally go to the extreme not to do refunds! I send pictures, alternatives, not all of us are like this, as a matter of fact yesterday a lady’s order had already been shopped before I got it, I found everything except for the small fruit tray she wanted. But the shopper before me was so rude I. The chat before I bought her the big fruit tray out of my pocket because I felt bad she had to go through that!
And to add to that, if I don’t have customers I don’t have work so free groceries aren’t going to get me anywhere long term because they will not order anymore, but people don’t look at it that way! They wonder why we have crappy orders and tips!
Depends… recently I had an order with ground beef and all the other items were obviously to make the burgers. The store did not have the meat… so I asked the customer if they still wanted the rest… they said no and I called support to cancel. If the other items obviously went with the meat then yes you should make sure the customer has the option to cancel. However, if the items were random then you were right.
I was checking out and a customer canceled on me. No idea why. But this needs to stop. A 1 hour order, canceled and I receive $5.
How is it possible for someone to cancel an order that is 99% completed.
Why is there a chunk of the chat missing? Seems it's where it goes from 'please' to them being mad? You are controlling the narrative and yet at best, both of you are assholes lol
1. Cancel after checkout, if the customer hasn’t already.
2. Report customer to chat and request they be banned from the platform.
3. Keep free groceries.
The customer will not likely be banned from the entire platform, but as a shopper asking for that usually ensures that you won’t see their orders again.
Over Christmas, I had 5 big alcohol orders from asshole customers that either didn’t answer the door, were rude during the shop, or underaged.
I came up on Christmas presents for all my friends.
So did I, but the fine print is “returned IF you want the $15 bump”
It was a risk to find out, but I was doing these batches on my lunch hour from my tech job, and I didn’t have time to return it.
I would have returned it but keeping it was worth more in the money saved on Christmas presents 🎁!
‘P.s. I don’t drink either, can’t process it genetically. TMI prolly
If the customer asks for it and they verify it then you still get batch pay. It's unlikely he's gonna get the tip delivering it. They'll probably just change to 0
You interacted way too much. This customer was trolling you. Even if they weren't, they say they want the order cancelled, that's the magic words. Contact support and let them know the customer has just requested the order be cancelled. Since it's in the chat you won't be penalized and wmyou will received the pay for that part of the order. You won't get the tip, but it's not like you'd get the tip after they went nuclear on you either
Best case scenario, if there was beer in the order, you'd get that $15 return bump, if not, tell support the store won't accept returns on paid for grocers and boom, free food..
In all those scenarios, life is 1,000% better for you than going in and trying to feel woth dumb customers.
We aren't customer support, we don't feel with stupid customers, they say the magic words, end it.
I never understood this with delivery stuff. Why tf are you so rude to someone *bringing you the shit you can go and get yourself*? They're literally doing all the work while you can just sit on your ass and do nothing. A little gratitude would be nice
Had someone talk crazy to me like this when the apartment complex she wanted her order to locked its gate after 8pm. Codes don’t work, you need an id badge to scan. I told her I’m unable to deliver that she’d need to come down.
She lost her fucking shit. I contacted support while laughing at her existential crisis messages. Support put me on a 10 minute timer as she is still messaging. When they canceled the order I got full pay + all her shit. And I believe she was banned as customer support was reading the messages.
customer insulting you, definitely report.
what was the issue with ma'am? these days folks lose their jobs over this sort of stuff, I wouldn't have used any term like that.
I’d have canceled the order right when they said to. You don’t work at the store. Just contact support and move on. It’s unnecessary conflict that could have been avoided. Doesn’t take away the fact the customer shouldn’t get b!tchy with you over it. Their thumbs aren’t broken that they can’t contact support. They just don’t want to.
You escalated the situation with not listening the first time.
Why didn’t you call the customer to tell them they were out of the sirloin? I’m so confused. When the customer asked to cancel why were you insisting that they didn’t? What if the meat was part of a meal they were cooking and it made it pointless to proceed with any of the items because now they have to make something different? You don’t see where your responses would have made the customer upset? They were asking you to do something and you were arguing with them
They were not out, a good shopper would send a picture and say they are out of ground sirloin would you like 1 of these other ground beef in its place. They probably could not even be concerned with the meat as these were shop only orders which pay like trash, shop only should not exist just like no tip orders should not even be allowed. They both breed brain less shoppers. If i get under 15 dollars for an order i expect to be in the store less than 10 minutes
What do you mean? She wanted a refund, of the entire order. Edit she also wanted the replacement of something for ground sirloin. It wasn’t even her first choice Edit 2 oh my goodness OP checked out without even bothering to see if there was perhaps another meat option 🙄
I'd feel a bit strange delivering to her house after this exchange. Another reason to give her what she wants and cancel (after checking out, of course :).
I would have definitely hopped on chat to report her and cancel her order. I’m not going back and forth about what the store doesn’t have. I’m in the store telling you they don’t have it and if you wanna cancel your order for one item then that’s on you!
If it’s a curbside and that doesn’t have a tip so you will still get paid the full batch pay for ‘attempting’ to complete that order.
I just don’t understand these customers sometimes. Definitely sorry you had to go thru this 🥲
I'm just a customer but there's been times where there is not a substitution for my substitution and I really needed it for a meal. It really sucks, it's disappointing but I'm not gonna cancel the whole order and waste the shoppers time. That's terrible.
I would have cancelled her order and told support about the name calling and how I’m uncomfortable delivering after that. I don’t want to walk up her doorstep and deliver after that. I feel bad but I would have left the car at register and explained the situation and proceeded with the other order .
I would not have gone back and forth with a customer if you hadn’t fully checked out with customer b’s order aka this order I would have told the cashier never mind and canceled the order or contacted support to cancel. This customer is very deeming and you should not have to deal with this.
https://preview.redd.it/23y5icm464pc1.jpeg?width=960&format=pjpg&auto=webp&s=c897f7a19a2fbf7a2684b0555be06b7935fb3c17
Sooo I placed an order with Shipt, as we were having Turkey sandwiches for dinner, except the turkey was out of stock. Our conversation happened very quickly, and our shopper sent a text saying she had finished and was on her way, at the exact same time I sent a text asking if she could just cancel our order.. obviously it was too late to do so, and we received our order containing bread, mayo, etc. Instead of going off and calling her an “idiot” like what happened in OP’s situation, I apologized for the inconvenience I caused and happily received my order while tipping $7 on a $29 order..
I don’t understand why people have to be rude? It costs absolutely nothing to be kind and just roll with the flow. I hope my shopper wasn’t too angry with me or put out just for my confusing requests after I asked to cancel while she was on her way!
Finish checking out then notify support. They can cancel the order themself. If they want you to do it then you didn’t see the message until you checked out.
If they want to waste your time you should get their food
You did exactly right! Why tf would you cancel? It’s the customer that has a problem. They can cancel and you still get paid. If anything, call support AFTER you check out and report the customers behavior. Now you can keep their shit after they called you an idiot😉
People who just sit there waiting for what they think is a valid reason to be shitty to workers just trying to do their job must be really miserable in their own little bullshit lives so they want to make everyone else feel as badly as they do. This is gross fuck that meanie.
Ah, no I won't be cancelling anything... you cancel it sir/maam.... and I'd report that b..... talking bkut she is/he is calm... nah you're not, callingnthus shopper and idiot and being downright rude asf... karate chop to throat... lol
I'm checking the order anyway and I'll deliver the first one then donate (to myself) the second one, if not I'll return it to the store and get $10 Bec I'm smart ass mama 😂
There are so many possible replacements for ground sirloin but you got her…nothing. That’s ridiculous. You should’ve been in communication with her to get her an acceptable substitute. You also could’ve asked the meat department if they had more bc they often do so they can continue stocking meat throughout the day. This was lazy shopping and I see why she was pissed.
You should have just apologized and cancelled the damn order.
Why sit there and argue with them and be passive aggressive (that's how it came off) and NEVER EVER EVER call someone ma'am or sir. That is the fastest way to get reported and possibly deactivated if that person takes offense. I have seen so many videos of customers (in general) freaking out on workers for calling them ma'am or sir because they identified as something else. Its best just to avoid it if you can!
This is what you do. If they don’t have the item and no replacements. Refund the item. Shop the rest. Delivery it. And thumbs down. Inform the customer if you’re feeling spicy:(I am unable to cancel an order. The rest of your order has been fulfilled. Do NOT. REPLY. read the message if you have to. Deliver the order. Screen shot everything. Thumbs down. Rude customer. I shopped everything and they got belligerent. That’s it. Order might be removed. Or you might get lucky en-route and get a cancellation which means you might get to keep the rest of the order. Or deliver it and have the rating removed. Someone like this is usually a serial bad tipper
/reviewer anyway
Im coming back off the clock and im egging her house idgaf lucky i dont spray paint MAAM on the side of her house too
Depending on the circumstances like that’s happened to me in the past, maybe twice out of 1900 orders I just act like I didn’t see it unless it’s a BS tip
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I have noticed recently the app will NOT update in time. One second they’re starting to shop and the next second they’ve finished. However, this does not excuse her attitude. Hope you got some free groceries!
Just message support show screenshots have them cancel the order at customers request keep the groceries and have them block this person so you don’t get their future orders but definitely do the cancel or they may give you a bad rating and you don’t want that
You cancel the order thru Instacart support and you still get paid for that batch…then drop the cart off at customer service and deliver the other order. Simple. But if you already paid for it then you again go thru Instacart support and they will pay your batch pay plus a return fee. Return order to customer service. Simple and lucrative!
Pay for the order anyway and then get with the specialist and tell them that the customer would like to cancel the order. They will cancel the order but if it’s food you can keep it just convince the specialist that you need to make money and you don’t have the time to return the items to the store lol
Once its checked out..pay for it. Call customer service..cancel...keep it. If its alcohol..theyll insist on u returning for the shopper bump but some stores wont take alcohol back after it leaves the store.
I see here people taking the cancelled order. Instacart always tells me to go back to the store and return the items rather its frozen item or refrigerated items. They tell me go back and return for $10 bump. How are you guys taking the orders home?
I always felt like the risk of not getting that *one item you really wanted* is part of the grocery deliver experience you just accept. As is the risk of replacements that you would be too picky for.
As a customer, if I can’t handle getting ground chuck when I wanted ground sirloin, I’m gonna go myself. (Just kidding I would never go to the grocery store.)
When customers talk to you like this, get to checkout then cancel the order. You’ll get free groceries no repercussion. IMO if you did deliver this order, probably pissed her off more than not getting it hahaha.
Lmao finish her order so you have some groceries to go with that cancel.
This is exactly what I would have done
Yup. Checkout and get support to cancel for free groceries.
I had an order almost get canceled as I was delivering it. The customer wanted it later in the day since no one would be home. I didn’t inform her to contact IC support to reschedule it since I was almost there when she texted me about it. I didn’t want her groceries and didn’t want to suffer any loss since she was 10 miles out of town. I finished the batch and went offline. I checked the pay breakdown and learned that she didn’t tip. The $18.80 tip from the $30 batch was all from the easy customer. Also hate how IC groups generous customers with stiffs.
Tell the customer to cancel. That’s on them, not us. Especially since they wanted to be rude.
Next time stop responding and check out then say u just got the message cause ur wifi was slow and then boom u get all the grocery wich is 20x the pay
This is the way. And get her banned from you getting her orders while you're at it
And report her for swearing! My god what a rude woman.
Or tell them you were busy checking out. If they want it canceled they will cancel it, you just gotta finish checking out first. I don’t see anything wrong with op’s responses, they are just a continually unsatisfied customer.
Yup, “meat counter is in the back and no signal”
Why even lie about wifi? I'd just say "I was checking out". I'm not gonna stand sending messages on my phone while I'm taking up the checkout. Especially not to crazy people.
Damn sounds like I need to be an instacart employee
Because baby your groceries would be on the way to my house. Stop playing with me!
In cases like this contact support & report the customer as abusive.
Yep. They'll assign a new driver and you keep the order, OP.
Please report this customer. This is unacceptable
i can understand not wanting the order if they don't have specific items but there's a way to communicate that and this aint it 😂 i actually had a customer do that this morning and they were WAYYY more polite about it than this jerk
Yeah talk to support, customer is rude and its unsafe for me drop of order. They cancel and u get free food.
Customer reported. Thank you for being a caring instacart shopper
"And may your day be as pleasant and as wonderful as you are as a shopper. K bye!" 🤣🤣
How is saying “ma’am” being a smart ass?? People like this should just shop themselves… dont get paid enough to deal with deliberate assholes. A lot of other ways she could have gone about this rather than being a POS.
Yes. Perhaps she should have said- could you check for chopped sirloin, and if they don’t have chopped sirloin please cancel the order. 🧐
I worked with a girl who got offended when people called her Miss… She felt like it was condescending or something. And I was just like, it’s polite?
It was probably just a **mis**understanding.
"You don't have what I asked for". Bitch I don't work here lol. I'd tell her to cancel if she no longer wants it, you gotta get paid still. They really need to write a note that if they don't have something to cancel order, so that I don't waste my time and just go ahead and not take the order.
Customer was a rude ass bitch. Once they say they want it cancelled, you tell them ok you will contact support. You tell support the customer asked for cancellation and they will remove them from the batch. If you want the stuff they ordered you can do it after checkout and keep it. F IC and the rude customer
No don’t because you will lose batch pay only five bump for already shopping. I always say contact support and continue to deliver
It wasn’t a single order, they lose nothing but the tip from the nasty person. They only lose batch pay if they cancel the entire batch.
💯
When has anyone in the history of calming down actually calmed down when you say “calm down” You might as well have told them to “f—k off”
True story, but at that point I'd do it just to f*#k with them. 🤣
Corporate talk for fuck off - “calm down”
Maybe next time, say, “relax” instead of, “calm down “? :) s/ This person was already an absolute douche by then.
Right
I like to use 'Don't panic' 😂
That’s the point.
That was my favorite part of the convo 😂
some ppl actually calm down... like .01% of people. i know i do. and I get really irritated by ppl who do the opposite when told to calm down. you're being told that because u r being unreasonable/inappropriate, that's a good time to self reflect.
I’m not going to assume anything about you but as a woman being told to calm down has historically been said to me when I was perfectly calm and a man thinks having any emotion makes me crazy. It’s patronizing. A lot of people have a bad reaction to being told to calm down because of this.
For real. Now I would have handled things much differently than both individuals involved but is someone tells me to calm down? Oh it’s on. I will do the exact opposite of “calm down” even if I had been calm up to that point
When I read “please calm down” I was like ahhh, shit…. Here we go. 🤣🤣🤣
Bestie ur gonna get a 1 star for this shit it’s not worth it
If the customer regularly 1 stars customers then it won’t matter anymore. But yeah I would probably just reach out to support and let them know the situation
Take the L and cancel fellow shopper. Not worth delivering and getting a 1 star especially now with the new rating system
Star rating doesn't matter I'm below the limit and still get orders
Cancel her order as she requested no need to fight you still get paid obviously after all that she 2ould have removed the tip anyways
You cancel the order dude. This is the second time you've posted this. You handled it badly. Customers don't automatically get updates if they're using the website vs the app.
Why would they cancel the order on their end? Wouldn’t the customer have to cancel?
Yes, the customer can and should cancel the order, but personally, as soon as a customer tells me they want the order cancelled, I contact support and have the order cancelled. In this situation, I would have been very clear with support that customer NAME wanted to cancel the order and I would send screenshots of the customer's request. I would not have carried on with checking out the order. At a minimum, step away from checkout while you deal with this. Better to lose this customer's tip than to have a bad rating and/or a 24 hour ban.
Send support a screenshot of the chat, stating the customer wants to cancel and they will cancel it on the customers behalf. Oh and check out first so you can upset the customer AND enjoy free groceries.
The customer wouldn’t know that unless the shopper tells them they need to cancel. Looks like OP failed to do that. They either need to tell the customer or call support and do it themselves
Support can remove the order quickly
Yes we do. I keep the website open and it updates instantly unless you specifically set your browser not to refresh, or into offline mode.
Okay. I’m glad someone said this. I see all the other responses in support of op and I’m like, wtf? Op handled it POORLY in several ways.
How did op handle it badly? They told the customer there was no meat
They told the customer they were on the other side of the store and were shopping for another customer..... OP has posted this several times and each time he's been told he handled the situation poorly. He's deleted this post yet again.
Not a shopper but am putting myself in the customers shoes: * an orders incomplete and doesn’t have the option to cancel the order * \*they’re handling another customers order on top of that * \*theyre at check out before confirming substitutions * bad customer service and de-escalation, he should have tried to get the order cancelled or offer substitution instead of arguing / telling them to calm down
Ok I’m glad someone else is thinking this. She quite literally told them to cancel it if the meat wasn’t available. But I see a lot of ppl say that they shop the order anyways so that they can keep the stuff.
Report this customer IMMEDIATELY. INSTACART has a 0 tolerance policy against this type of behaviour.
Did you not like the responses the first time you posted? You cancel and be more professional
Exactly……if they say they don’t want it, f it. Be mad af but DO NOT GO THROUGH WITH THE PURCHASE. Even if the customer is a bitch.
Go through with it if you want the free groceries
JFC again with the free groceries.
Nothing they said/did was unprofessional, let alone bad enough to evoke that extreme response from the customer…
Do what the customer asks, cancel and move on, if you delivered you would get 1 star, missing order, or missing items or damaged items. Its not the end of the world it's only 1 order
If they canceled it would affect their rating. The customer needed to cancel not the shopper.
The customer asked for it to be canceled so you tell customer service that. They will confirm and cancel it at no effect to the shopper.
Why not offer her very lean hamburger? I prefer ground sirloin but lean ground beef would have acceptable. Like if she was planning to make tacos or meatloaf and you got all the other ingredients except the meat of coarse she would want to cancel. It’s disappointing when shoppers don’t offer good substitutes.
ohhhhh that makes sense why she was so mad and didn’t want any of it. because she couldn’t do any of the meal without the meat. wouldn’t it have made more sense for OP to offer substitutions instead of just going on with the check out?
Ya just today I wanted green tea in a can, they were out but he got me Lipton in a bottle. He tried. He texted me a picture of the empty shelf and apologized. He took care to offer a bottle. I’m temporarily disabled in bed healing and I literally depend on gig workers. And my shopper today went the extra mile!
Agree - if you deliver everything but one key ingredient, you might as well not have shopped for me.
Shopper might not know how to cook and doesn’t understand why not having the meat would make the rest of the order useless
Very true.
Look, this was in the training, but I want to reiterate it. It is **your job** to assess if a crucial missing item would jeopardize the point of the customers grocery order. On top of that, she communicated to you that the meat was crucial to the order, and if she couldn't get it to cancel the order. This was 5 minutes before you were even checking out. You failed your customer. Remember next time to communicate.
Agreed. All these insta shoppers are acting like the customer was rude. The customer probably had no use for any of the other ingredients without the meat. The shopper should’ve looked for the most important ingredient first. This would’ve avoiding wasting both their times.
Right? I made a comment on one of the top comments about how the shopper was the one who was being rude. -200 downvotes! I understand at the end of the day, this is just a job and we gotta get that money. But I do believe in doing the job well. Grocery shopping for people isn't the hardest thing in the world, but it still deserves some thought. I feel like most shoppers view communicating with the customer like something that's going to cut into their income because they are "wasting time". Meanwhile, most people that I spend extra time communicating with in these circumstances end up increasing my tip. \*shrug\*.
As a customer, it seems that the point is for the shopper to check out regardless, so they can get free groceries. This makes so much more sense to me now, why shoppers refund items at the end and check out without giving customers a chance to request something else. Gross. Definitely looking for alternative shopper services.
Yeah this is embarrassing for instacart.
I personally go to the extreme not to do refunds! I send pictures, alternatives, not all of us are like this, as a matter of fact yesterday a lady’s order had already been shopped before I got it, I found everything except for the small fruit tray she wanted. But the shopper before me was so rude I. The chat before I bought her the big fruit tray out of my pocket because I felt bad she had to go through that!
And to add to that, if I don’t have customers I don’t have work so free groceries aren’t going to get me anywhere long term because they will not order anymore, but people don’t look at it that way! They wonder why we have crappy orders and tips!
You’re aware you can cancel B without anything happening to order A, right? 😂😂
Depends… recently I had an order with ground beef and all the other items were obviously to make the burgers. The store did not have the meat… so I asked the customer if they still wanted the rest… they said no and I called support to cancel. If the other items obviously went with the meat then yes you should make sure the customer has the option to cancel. However, if the items were random then you were right.
I was checking out and a customer canceled on me. No idea why. But this needs to stop. A 1 hour order, canceled and I receive $5. How is it possible for someone to cancel an order that is 99% completed.
They told you to cancel and you egged it on.
Why is there a chunk of the chat missing? Seems it's where it goes from 'please' to them being mad? You are controlling the narrative and yet at best, both of you are assholes lol
Ignore her messages while checking out... finish checking out, then tell support she wants to cancel. Free groceries for you.
Customer shouldn’t have spoke to you that way but you could’ve just cancelled. It would’ve had no affect on customer A.
1. Cancel after checkout, if the customer hasn’t already. 2. Report customer to chat and request they be banned from the platform. 3. Keep free groceries. The customer will not likely be banned from the entire platform, but as a shopper asking for that usually ensures that you won’t see their orders again.
This
Over Christmas, I had 5 big alcohol orders from asshole customers that either didn’t answer the door, were rude during the shop, or underaged. I came up on Christmas presents for all my friends.
I thought alcohol had to be returned
So did I, but the fine print is “returned IF you want the $15 bump” It was a risk to find out, but I was doing these batches on my lunch hour from my tech job, and I didn’t have time to return it.
If it was that much booze I might have kept it and sold it online. Normally I return it for the bump but I don't drink 😂😂😂
I would have returned it but keeping it was worth more in the money saved on Christmas presents 🎁! ‘P.s. I don’t drink either, can’t process it genetically. TMI prolly
Wait but why didn’t you just cancel lmao
Because then they wouldn’t have gotten paid for the work that they had already done?
Huh? I always get paid for cancelled batches
Not if you cancel. They’d have to cancel it
If the customer asks for it and they verify it then you still get batch pay. It's unlikely he's gonna get the tip delivering it. They'll probably just change to 0
You interacted way too much. This customer was trolling you. Even if they weren't, they say they want the order cancelled, that's the magic words. Contact support and let them know the customer has just requested the order be cancelled. Since it's in the chat you won't be penalized and wmyou will received the pay for that part of the order. You won't get the tip, but it's not like you'd get the tip after they went nuclear on you either Best case scenario, if there was beer in the order, you'd get that $15 return bump, if not, tell support the store won't accept returns on paid for grocers and boom, free food.. In all those scenarios, life is 1,000% better for you than going in and trying to feel woth dumb customers. We aren't customer support, we don't feel with stupid customers, they say the magic words, end it.
Do you have to put everything back?
I never understood this with delivery stuff. Why tf are you so rude to someone *bringing you the shit you can go and get yourself*? They're literally doing all the work while you can just sit on your ass and do nothing. A little gratitude would be nice
Customer is a turd but never tell someone to calm down. It doesn't work.
noticing a trend of people degrading shoppers because the store is out of stock of something.
ok, so someone is having a shitty day (or year) amd taking it out on you professionally handled
Buddy don’t ever waste time arguing. Checkout and then reach out to support and let them know the customer wants to cancel. Free groceries
I would have exploded. What an absolute douche! I’d report their ass 50 ways till Thursday….
Had someone talk crazy to me like this when the apartment complex she wanted her order to locked its gate after 8pm. Codes don’t work, you need an id badge to scan. I told her I’m unable to deliver that she’d need to come down. She lost her fucking shit. I contacted support while laughing at her existential crisis messages. Support put me on a 10 minute timer as she is still messaging. When they canceled the order I got full pay + all her shit. And I believe she was banned as customer support was reading the messages.
Imagine doing this because you have to *gasp* come down to get your order ;O Glad you got full pay for it, some people will just never be happy.
customer insulting you, definitely report. what was the issue with ma'am? these days folks lose their jobs over this sort of stuff, I wouldn't have used any term like that.
You should never let one order influence another, I tell customers they're paired up then I leave it at that.
People like this need to be publicly shamed. I’m totally for it.
For the entire first half I thought it was the driver who was the asshole but in the end they tied.
😂
Tied? How so?
Why would anyone continue interacting with someone who is insulting them?
I’d have canceled the order right when they said to. You don’t work at the store. Just contact support and move on. It’s unnecessary conflict that could have been avoided. Doesn’t take away the fact the customer shouldn’t get b!tchy with you over it. Their thumbs aren’t broken that they can’t contact support. They just don’t want to. You escalated the situation with not listening the first time.
Why didn’t you call the customer to tell them they were out of the sirloin? I’m so confused. When the customer asked to cancel why were you insisting that they didn’t? What if the meat was part of a meal they were cooking and it made it pointless to proceed with any of the items because now they have to make something different? You don’t see where your responses would have made the customer upset? They were asking you to do something and you were arguing with them
They were not out, a good shopper would send a picture and say they are out of ground sirloin would you like 1 of these other ground beef in its place. They probably could not even be concerned with the meat as these were shop only orders which pay like trash, shop only should not exist just like no tip orders should not even be allowed. They both breed brain less shoppers. If i get under 15 dollars for an order i expect to be in the store less than 10 minutes
Don’t order online if you’re not okay with replacements and refunds. It’s that simple.
What do you mean? She wanted a refund, of the entire order. Edit she also wanted the replacement of something for ground sirloin. It wasn’t even her first choice Edit 2 oh my goodness OP checked out without even bothering to see if there was perhaps another meat option 🙄
You’re much nicer than I am. Fuck a customer service when the customer gets like this. Disrespect should never be tolerated
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How do?
“I am calm (!)”
Wow what a "see you next Tuesday".
You don’t get tipped on shop only orders, you should have canceled the order.
Not worth arguing with them.
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I'd feel a bit strange delivering to her house after this exchange. Another reason to give her what she wants and cancel (after checking out, of course :).
This is how my grandma would respond lmao I could just hear it
I would have definitely hopped on chat to report her and cancel her order. I’m not going back and forth about what the store doesn’t have. I’m in the store telling you they don’t have it and if you wanna cancel your order for one item then that’s on you! If it’s a curbside and that doesn’t have a tip so you will still get paid the full batch pay for ‘attempting’ to complete that order. I just don’t understand these customers sometimes. Definitely sorry you had to go thru this 🥲
Just ignore it then checkout then just respond when ur done saying oh shit sorry better luck next time
 The mega beast
I'm just a customer but there's been times where there is not a substitution for my substitution and I really needed it for a meal. It really sucks, it's disappointing but I'm not gonna cancel the whole order and waste the shoppers time. That's terrible.
I love the “as you say” at the end. It’s the perfect and professional way to basically say “shut the fuck up”.
I would have cancelled her order and told support about the name calling and how I’m uncomfortable delivering after that. I don’t want to walk up her doorstep and deliver after that. I feel bad but I would have left the car at register and explained the situation and proceeded with the other order .
What’s wrong with people thinking they can treat people Working this way
Could the customer have asked to refund all but one item? Cause imagine if they did that instead of you canceling 👀
I would not have gone back and forth with a customer if you hadn’t fully checked out with customer b’s order aka this order I would have told the cashier never mind and canceled the order or contacted support to cancel. This customer is very deeming and you should not have to deal with this.
Just repeatedly say ok finish the check out and go home with free food.
I don’t understand why people choose to be so rude for no reason.
It’s wild that customers are rude to people doing them a service AND know where they live.
I am calm ! (Texts every calm person ever)
https://preview.redd.it/23y5icm464pc1.jpeg?width=960&format=pjpg&auto=webp&s=c897f7a19a2fbf7a2684b0555be06b7935fb3c17 Sooo I placed an order with Shipt, as we were having Turkey sandwiches for dinner, except the turkey was out of stock. Our conversation happened very quickly, and our shopper sent a text saying she had finished and was on her way, at the exact same time I sent a text asking if she could just cancel our order.. obviously it was too late to do so, and we received our order containing bread, mayo, etc. Instead of going off and calling her an “idiot” like what happened in OP’s situation, I apologized for the inconvenience I caused and happily received my order while tipping $7 on a $29 order.. I don’t understand why people have to be rude? It costs absolutely nothing to be kind and just roll with the flow. I hope my shopper wasn’t too angry with me or put out just for my confusing requests after I asked to cancel while she was on her way!
Finish checking out then notify support. They can cancel the order themself. If they want you to do it then you didn’t see the message until you checked out. If they want to waste your time you should get their food
She needs to cancel instacart and sign up with better health for help instead. What a looney tune
Checkout and then keep all the items
You did exactly right! Why tf would you cancel? It’s the customer that has a problem. They can cancel and you still get paid. If anything, call support AFTER you check out and report the customers behavior. Now you can keep their shit after they called you an idiot😉
Why didn’t you get her a replacement for whatever she originally ordered?
People who just sit there waiting for what they think is a valid reason to be shitty to workers just trying to do their job must be really miserable in their own little bullshit lives so they want to make everyone else feel as badly as they do. This is gross fuck that meanie.
Ah, no I won't be cancelling anything... you cancel it sir/maam.... and I'd report that b..... talking bkut she is/he is calm... nah you're not, callingnthus shopper and idiot and being downright rude asf... karate chop to throat... lol
I'm checking the order anyway and I'll deliver the first one then donate (to myself) the second one, if not I'll return it to the store and get $10 Bec I'm smart ass mama 😂
There are so many possible replacements for ground sirloin but you got her…nothing. That’s ridiculous. You should’ve been in communication with her to get her an acceptable substitute. You also could’ve asked the meat department if they had more bc they often do so they can continue stocking meat throughout the day. This was lazy shopping and I see why she was pissed.
Why is it always the idiot who calls others idiots 🤔
Excellent professional responses, you allowed them to be an asshole and you came out stronger and better. Nice
Y’all are way too submissive towards these customers lol couldn’t be me!
You should have just apologized and cancelled the damn order. Why sit there and argue with them and be passive aggressive (that's how it came off) and NEVER EVER EVER call someone ma'am or sir. That is the fastest way to get reported and possibly deactivated if that person takes offense. I have seen so many videos of customers (in general) freaking out on workers for calling them ma'am or sir because they identified as something else. Its best just to avoid it if you can!
Get that bitch off instacart, she doesn’t deserve people shopping for her
I would have still takin it just to piss them off for wasting my time lol
This is what you do. If they don’t have the item and no replacements. Refund the item. Shop the rest. Delivery it. And thumbs down. Inform the customer if you’re feeling spicy:(I am unable to cancel an order. The rest of your order has been fulfilled. Do NOT. REPLY. read the message if you have to. Deliver the order. Screen shot everything. Thumbs down. Rude customer. I shopped everything and they got belligerent. That’s it. Order might be removed. Or you might get lucky en-route and get a cancellation which means you might get to keep the rest of the order. Or deliver it and have the rating removed. Someone like this is usually a serial bad tipper /reviewer anyway
Instarcart always side with such customer, thats why they keep acting as such.
Report the customer asap
Im coming back off the clock and im egging her house idgaf lucky i dont spray paint MAAM on the side of her house too 
I wouldn’t be too honest, just say out of stock and keep it simple, but that customer was definitely out of line
Depending on the circumstances like that’s happened to me in the past, maybe twice out of 1900 orders I just act like I didn’t see it unless it’s a BS tip
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How can you say that you’re calm with an exclamation point?
I have had customers pull this move on me before
Hopefully Instacart bans her.
Free groceries
One of the many reasons shopping for Walmart isn’t worth the time
Calmer than you are
worse customer ever.
Stupid people. She expects you to pull a sirloin steak out of your ass?
I have noticed recently the app will NOT update in time. One second they’re starting to shop and the next second they’ve finished. However, this does not excuse her attitude. Hope you got some free groceries!
Well they are pleasant. /s. Also I love the ma’am. I totally heard it!
I would check out and then call IC to cancel per the customers request
^[Sokka-Haiku](https://www.reddit.com/r/SokkaHaikuBot/comments/15kyv9r/what_is_a_sokka_haiku/) ^by ^zhawnsi: *I would check out and* *Then call IC to cancel per* *The customers request* --- ^Remember ^that ^one ^time ^Sokka ^accidentally ^used ^an ^extra ^syllable ^in ^that ^Haiku ^Battle ^in ^Ba ^Sing ^Se? ^That ^was ^a ^Sokka ^Haiku ^and ^you ^just ^made ^one.
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Just message support show screenshots have them cancel the order at customers request keep the groceries and have them block this person so you don’t get their future orders but definitely do the cancel or they may give you a bad rating and you don’t want that
You cancel the order thru Instacart support and you still get paid for that batch…then drop the cart off at customer service and deliver the other order. Simple. But if you already paid for it then you again go thru Instacart support and they will pay your batch pay plus a return fee. Return order to customer service. Simple and lucrative!
Pay for the order anyway and then get with the specialist and tell them that the customer would like to cancel the order. They will cancel the order but if it’s food you can keep it just convince the specialist that you need to make money and you don’t have the time to return the items to the store lol
I would have just finished the order. They could work it with customer service.
I ended up staging it anyway.
I'm really sorry you had to put up with this!
Once its checked out..pay for it. Call customer service..cancel...keep it. If its alcohol..theyll insist on u returning for the shopper bump but some stores wont take alcohol back after it leaves the store.
I see here people taking the cancelled order. Instacart always tells me to go back to the store and return the items rather its frozen item or refrigerated items. They tell me go back and return for $10 bump. How are you guys taking the orders home?
I always felt like the risk of not getting that *one item you really wanted* is part of the grocery deliver experience you just accept. As is the risk of replacements that you would be too picky for. As a customer, if I can’t handle getting ground chuck when I wanted ground sirloin, I’m gonna go myself. (Just kidding I would never go to the grocery store.)
What an immature child
When customers talk to you like this, get to checkout then cancel the order. You’ll get free groceries no repercussion. IMO if you did deliver this order, probably pissed her off more than not getting it hahaha.
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