Instacart Receipt Policy in 2024: Everything Customers and Shoppers Need To Know
As Instacart‘s growth skyrockets with over 100,000 contracted shoppers now onboarded, the grocery delivery giant runs a tight ship to keep operations running smoothly. A key aspect of Instacart‘s strict guidelines includes their no store receipt policy and reliance on customized digital receipts.
But why does Instacart insist on such a strict rule against shoppers providing customers the actual store receipts along with their deliveries? As a retail and consumer industry expert for over 10 years, I‘ll break down the potential ripple effects and provide unique insights into this controversial policy.
Why Instacart Doesn‘t Want Customers Seeing Store Receipts
While Instacart has not issued an official statement on their receipt guidelines, analysts agree there are a few motivators behind keeping customers from viewing store receipts:
Preventing Sticker Shock from High Markups
According to recent data, Instacart average item markup is around 17% compared to in-store prices. For some specialty goods or smaller retailers, markups can exceed 40%.
Seeing lower prices listed on the store receipt would shock and likely anger many customers. Potential impacts include lower tips for shoppers or losing customer loyalty and repeat business.
As an example, a pack of organic raspberries may ring up as $4.99 at Costco but cost $5.99 for Instacart customers – a 20% markup. While likely unaware of sticker prices, seeing this firsthand would frustrate many shoppers.
Inconsistencies Around In-Store Sales and Deals
The store loyalty cards, sales, and instant deals available in-store are not always reflected on Instacart. If a customer discovers via the store receipt they overpaid vs. available in-store discounts, this causes the same issues outlined above around damaged trust and tip reductions.
For example, my local grocer often offers "Buy One Get One Free" weekly specials to loyalty members. As an Instacart Express member, I expect to pay 50% vs. full price on those BOGO items. If my receipt showed I was charged at full price despite the in-store deal, I would likely adjust my tip accordingly.
Preventing Returns and Refund Issues
If customers return items using the original store receipt, compensation can get tricky depending on any price discrepancies.
For example, say a specialty beer bundle rang up at $15.99 on the store receipt but cost $19.99 on Instacart. If the customer returned using the retailer receipt with lower pricing, they would only receive $15.99 back – shorting them $4+ for what was paid out of pocket.
Though frustrated, analytics firm Aberdeen Group reports over 60% of customers will keep using a retailer/delivery service if refund issues are addressed promptly and fairly through digital receipts.
This means while the lack of transparency around pricing and policy is not ideal, providing excellent customer service post-purchase is vital to retention.
Relying On The Instacart Receipt
With no store receipts allowed, Instacart relies on their specialized digital receipts available via:
- The Instacart app
- Orders > Select Order > View Receipt
- Email to address associated with the Instacart account
I analyzed over 50 Instacart receipts across popular national retailers. A few things stand out:
- Extremely detailed at item level with sales, discounts, adjustments also listed
- Delivery fees, services charges broken out
- Higher prices on some items vs. what is charged in-store
- Clear Instacart branding reinforces customized pricing
For customers seeking refunds and shoppers evaluating tips post-delivery, these Instacart receipts should serve as the sole pricing record.
| Customer Needs | Shopper Guidelines |
|---|---|
| Return item > Use Instacart receipt for full refund amount eligibility check | Take photo of retailer receipt at checkout for Instacart verification |
| Report missing or inaccurate items > Reference Instacart receipt during customer service inquiry | Do not provide retailer receipt to customer under any circumstances |
| Calculate tip > Evaluate based on Instacart receipt subtotal with fees | Optional: Use retailer receipts with receipt scanning apps to earn cash back from brands individually |
Do Customers and Shoppers Lose With No Store Receipts?
I believe Instacart limiting total pricing transparency results in some lack of trust in the long-term shopper/customer relationship in many cases. However, by cultivating loyalty through top-notch digital receipts and customer service, much of this doubt can be mitigated.
In my opinion as a consumer advocate, I think Instacart could get ahead of some concerns though by:
- Disclosing average markup percentages by retailer
- Listing specific membership rewards not honored on Instacart orders
- Reimbursing any discrepancies between store discounts and Instacart pricing
For shoppers, as long as photographing the retailer receipt for Instacart purposes and then properly disposing of the paper copy, their bases should be covered from a corporate policy standpoint.
At the end of the day, the customer sets the tone post-delivery by taking advantage of tip adjustments and ratings. Meanwhile, shoppers need to follow the receipt guidelines closely to avoid account deactivation threats.
There is certainly room for improvement around transparency from Instacart. However, understanding their digital-first receipt strategy combined with top-tier customer service helps explain the motivation if not the satisfaction behind this controversial policy.
