{"id":"instacart","page":"https://escalate.alexgaoth.com/#/c/instacart","html":"https://escalate.alexgaoth.com/c/instacart/","generated":"2026-10-15","company":{"id":"instacart","name":"Instacart","aliases":["instacart","instacart+","instacart plus","maplebear"],"sector":"gig_delivery","website":"https://www.instacart.com","official_domains":["instacart.com"],"regulators":["ftc"],"notes":"Grocery delivery and pickup, operated by Maplebear Inc. (d/b/a Instacart). Terms last updated May 7, 2026. For orders placed through a retailer's own app or website (for example Kroger), Instacart says to contact that retailer. Problems must be reported within 3 days of pickup or delivery.","channels":[{"id":"support-phone","type":"phone","label":"Instacart customer support","value":"+1-888-246-7822","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"},{"id":"report-problem","type":"app","label":"Report a problem with an order (app Get help, or website Report a problem)","value":"App: select the order > Get help. Website: select the order > Report a problem","purposes":["refund_request","lost_package","damaged_item"],"access":"login","source":"https://www.instacart.com/help/section/3252458959/3279632311","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Instacart Help Center (Connect with Instacart)","value":"https://www.instacart.com/help","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"},{"id":"instacart-plus-manage","type":"app","label":"Cancel Instacart+ (Your Instacart+ membership > Cancel membership)","value":"App: Account > Your Instacart+ membership > Cancel membership. Web: menu > Your Instacart+ membership > Cancel membership","purposes":["cancel_service"],"access":"login","source":"https://www.instacart.com/help/section/107169420/423178048","last_verified":"2026-10-12"},{"id":"safety-report","type":"app","label":"Report a safety issue on an order","value":"Select the order > Get help > Other issues > Report safety issue","purposes":["poor_service"],"access":"login","notes":"In an emergency, call 911.","source":"https://www.instacart.com/help/section/3252458959/117065158","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Notice of dispute (Legal Department)","value":"Instacart, ATTN: Legal Department, 50 Beale Street, Suite 600, San Francisco, CA 94105","notes":"Must include contact details, a description of the claim, the remedy and amount sought, and your personal signature. Allow 60 days before arbitration.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out","value":"arbitration-opt-out@instacart.com","notes":"Within 30 days of first accepting the Terms. Include first and last name, account email and a clear statement that you opt out.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"report-problem"},{"rung":"frontline","channel":"support-phone"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Signed written notice, then at least 60 days to resolve it before arbitration."}],"playbooks":[{"issue":"refund_request","summary":"Report missing, damaged or wrong items in the app or website within 3 days; ask within 24 hours for a same-day refund.","evidence":["order details","photos of damaged or wrong items","list of missing items"],"steps":[{"do":"Open the order and choose Get help (app) or Report a problem (website). Do it within 3 days of pickup or delivery, and within 24 hours for a same-day refund.","channel":"report-problem"},{"do":"Choose a refund to the payment method or a credit toward a future order."},{"do":"If self-report does not work, contact Instacart support.","channel":"support-phone"},{"do":"If Instacart does not refund an item you paid for and did not get, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Instacart accepts problem reports within 3 days of pickup or delivery (not for restaurant orders). For a same-day refund, request it within 24 hours of receiving the order.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/3252458959/420247006","last_verified":"2026-10-12"},{"kind":"policy","claim":"For missing or damaged items, Instacart gives a refund or a credit toward a future order, up to what you paid for the item. Refunds are processed immediately, but the bank may take longer to show them.","issues":["refund_request"],"source":"https://www.instacart.com/help/section/3252458959/420247006","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Check for authorization holds and Instacart+ renewals first; if the charge still does not fit, contact Instacart, then the bank.","evidence":["statement with the charge","order history"],"steps":[{"do":"Compare the charge with your orders. Authorization holds can be higher than the order total and are released by the bank later; a recurring charge is an Instacart+ renewal."},{"do":"If it still does not match, contact Instacart.","channel":"help-center"},{"do":"If Instacart does not reverse it, dispute it with your bank or card issuer."}],"facts":[{"kind":"policy","claim":"Instacart's Terms say multiple pending authorizations are not duplicate charges, and you are charged once for the final order total.","issues":["unauthorized_charge","billing_error"],"source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel Instacart+ under Your Instacart+ membership. Annual members get a refund only within the first 5 days and only if they placed no orders with it.","evidence":["cancellation confirmation email","date of cancellation","any later charge"],"steps":[{"do":"App: Account > Your Instacart+ membership > Cancel membership > Continue > Confirm cancellation. Website: menu > Your Instacart+ membership > Cancel membership.","channel":"instacart-plus-manage"},{"do":"Keep the confirmation email. If charged after cancelling, contact support.","channel":"support-phone"},{"do":"If Instacart does not refund a charge made after cancellation, dispute it with your card issuer."}],"facts":[{"kind":"policy","claim":"Annual Instacart+ members can cancel within the first 5 calendar days of the paid membership for a refund only if no orders used the membership; other cancellations get no refund, and benefits continue to the end of the billing period. Charges may apply up to 6 hours before renewal.","issues":["cancel_service","refund_request"],"source":"https://www.instacart.com/help/section/107169420/423178048","last_verified":"2026-10-12"}]}],"known_blockers":["Order problem reports and Instacart+ cancellation need the customer signed in.","Orders placed through a retailer's own app or website are handled by that retailer, not Instacart."]},"playbooks":{"refund_request":{"company":{"id":"instacart","name":"Instacart","sector":"gig_delivery","website":"https://www.instacart.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Report missing, damaged or wrong items in the app or website within 3 days; ask within 24 hours for a same-day refund.","evidence":["order details","photos of damaged or wrong items","list of missing items"],"steps":[{"do":"Open the order and choose Get help (app) or Report a problem (website). 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Website: select the order > Report a problem","purposes":["refund_request","lost_package","damaged_item"],"access":"login","source":"https://www.instacart.com/help/section/3252458959/3279632311","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Instacart Help Center (Connect with Instacart)","value":"https://www.instacart.com/help","purposes":["refund_request","billing_error","unauthorized_charge","poor_service"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Notice of dispute (Legal Department)","value":"Instacart, ATTN: Legal Department, 50 Beale Street, Suite 600, San Francisco, CA 94105","notes":"Must include contact details, a description of the claim, the remedy and amount sought, and your personal signature. Allow 60 days before arbitration.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-email","type":"email","label":"Arbitration opt-out","value":"arbitration-opt-out@instacart.com","notes":"Within 30 days of first accepting the Terms. Include first and last name, account email and a clear statement that you opt out.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Instacart accepts problem reports within 3 days of pickup or delivery (not for restaurant orders). For a same-day refund, request it within 24 hours of receiving the order.","issues":["refund_request","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/3252458959/420247006","last_verified":"2026-10-12"},{"kind":"policy","claim":"For missing or damaged items, Instacart gives a refund or a credit toward a future order, up to what you paid for the item. Refunds are processed immediately, but the bank may take longer to show them.","issues":["refund_request"],"source":"https://www.instacart.com/help/section/3252458959/420247006","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"report-problem","type":"app","label":"Report a problem with an order (app Get help, or website Report a problem)","value":"App: select the order > Get help. Website: select the order > Report a problem","purposes":["refund_request","lost_package","damaged_item"],"access":"login","source":"https://www.instacart.com/help/section/3252458959/3279632311","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Instacart customer support","value":"+1-888-246-7822","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Signed written notice, then at least 60 days to resolve it before arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of dispute (Legal Department)","value":"Instacart, ATTN: Legal Department, 50 Beale Street, Suite 600, San Francisco, CA 94105","notes":"Must include contact details, a description of the claim, the remedy and amount sought, and your personal signature. Allow 60 days before arbitration.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}}],"known_blockers":["Order problem reports and Instacart+ cancellation need the customer signed in.","Orders placed through a retailer's own app or website are handled by that retailer, not Instacart."],"security":{"official_domains":["instacart.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Grocery delivery and pickup, operated by Maplebear Inc. 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An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"report-problem","type":"app","label":"Report a problem with an order (app Get help, or website Report a problem)","value":"App: select the order > Get help. 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Allow 60 days before arbitration.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}}],"known_blockers":["Order problem reports and Instacart+ cancellation need the customer signed in.","Orders placed through a retailer's own app or website are handled by that retailer, not Instacart."],"security":{"official_domains":["instacart.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Grocery delivery and pickup, operated by Maplebear Inc. (d/b/a Instacart). Terms last updated May 7, 2026. For orders placed through a retailer's own app or website (for example Kroger), Instacart says to contact that retailer. Problems must be reported within 3 days of pickup or delivery.","warnings":[]},"cancel_service":{"company":{"id":"instacart","name":"Instacart","sector":"gig_delivery","website":"https://www.instacart.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel Instacart+ under Your Instacart+ membership. Annual members get a refund only within the first 5 days and only if they placed no orders with it.","evidence":["cancellation confirmation email","date of cancellation","any later charge"],"steps":[{"do":"App: Account > Your Instacart+ membership > Cancel membership > Continue > Confirm cancellation. 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If charged after cancelling, contact support.","channel":{"id":"support-phone","type":"phone","label":"Instacart customer support","value":"+1-888-246-7822","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"}},{"do":"If Instacart does not refund a charge made after cancellation, dispute it with your card issuer."}],"channels":[{"id":"support-phone","type":"phone","label":"Instacart customer support","value":"+1-888-246-7822","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"},{"id":"instacart-plus-manage","type":"app","label":"Cancel Instacart+ (Your Instacart+ membership > Cancel membership)","value":"App: Account > Your Instacart+ membership > Cancel membership. 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Charges may apply up to 6 hours before renewal.","issues":["cancel_service","refund_request"],"source":"https://www.instacart.com/help/section/107169420/423178048","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"report-problem","type":"app","label":"Report a problem with an order (app Get help, or website Report a problem)","value":"App: select the order > Get help. Website: select the order > Report a problem","purposes":["refund_request","lost_package","damaged_item"],"access":"login","source":"https://www.instacart.com/help/section/3252458959/3279632311","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Instacart customer support","value":"+1-888-246-7822","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Signed written notice, then at least 60 days to resolve it before arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of dispute (Legal Department)","value":"Instacart, ATTN: Legal Department, 50 Beale Street, Suite 600, San Francisco, CA 94105","notes":"Must include contact details, a description of the claim, the remedy and amount sought, and your personal signature. Allow 60 days before arbitration.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}}],"known_blockers":["Order problem reports and Instacart+ cancellation need the customer signed in.","Orders placed through a retailer's own app or website are handled by that retailer, not Instacart."],"security":{"official_domains":["instacart.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Grocery delivery and pickup, operated by Maplebear Inc. (d/b/a Instacart). Terms last updated May 7, 2026. For orders placed through a retailer's own app or website (for example Kroger), Instacart says to contact that retailer. Problems must be reported within 3 days of pickup or delivery.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"report-problem","type":"app","label":"Report a problem with an order (app Get help, or website Report a problem)","value":"App: select the order > Get help. Website: select the order > Report a problem","purposes":["refund_request","lost_package","damaged_item"],"access":"login","source":"https://www.instacart.com/help/section/3252458959/3279632311","last_verified":"2026-10-12"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Instacart customer support","value":"+1-888-246-7822","purposes":["refund_request","billing_error","unauthorized_charge","cancel_service","poor_service","lost_package","damaged_item"],"source":"https://www.instacart.com/help/section/809794019/1992925010","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Signed written notice, then at least 60 days to resolve it before arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of dispute (Legal Department)","value":"Instacart, ATTN: Legal Department, 50 Beale Street, Suite 600, San Francisco, CA 94105","notes":"Must include contact details, a description of the claim, the remedy and amount sought, and your personal signature. Allow 60 days before arbitration.","source":"https://www.instacart.com/terms","last_verified":"2026-10-12"}}],"security":{"official_domains":["instacart.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"gig_delivery","title":"Rideshare and delivery apps — how complaints work","last_verified":"2026-10-12","file":"guides/gig_delivery.md","page":"https://escalate.alexgaoth.com/#/guides/gig_delivery"}}