Via iStockphoto / @mjn1982 TikTok
An Instacart driver says a customer signed off on an expensive order, then pulled their tip and marked the order missing.
An Instacart driver has questions after delivering an expensive order and having the customer sign for it, only for the delivery to be marked as missing—and for his tip to disappear.
While Instacart is known primarily for grocery delivery, Instacart actually allows customers to order a wide variety of goods from different stores. On the app, one can order everything from food to Bluetooth headphones to condoms and often have them delivered in less than an hour.
Typically, these orders are completed without issue. However, problems can sometimes emerge—either due to the driver causing issues or the customer attempting to scam the system. When the latter happens, the driver can suffer, as this Instacart driver recently learned.
What Went Wrong With This Instacart Order?
In a video with over 8,000 views, TikTok user and Instacart driver Matthew (@mjn1982) recounts an Instacart delivery experience gone awry.
According to Matthew, he received a delivery request for a one-item order from Best Buy. He recalls that the order was for about three miles, from which he would earn around $22. And so, he decided to take the order—a Samsung Galaxy tablet with a cover for a total of around $170.
The shopping process went through without issue. On the way, however, he informed the customer that he would require a signature in order to deliver the item.
“I get there and a husband answers the door and he’s like, ‘Baby, did you order delivery?’ And I was like, ‘I’ve got a Best Buy delivery and I need her to sign for it in her app,’” Matthew recalls.
Eventually, the wife awoke and signed for the item in her app. Once this was complete, Matthew handed over the order and went on his way.
Something Odd Happens
An hour later, however, he noticed something strange. The $17 tip the customer left was “completely removed”—and Instacart’s tip protection, which protects a driver’s tip up to $10 if customers lower their tips to zero after an issue-free delivery, did not kick in.
“So I wrote in the chat, and [Instacart was] like, ‘Well, the customer reported the entire order is missing, so this isn’t eligible for tip protection,’” Matthew states.
“I’m sorry, what?” he continues. “They reported the entire delivery as missing. It was a one-item delivery, and they literally had to sign for it on their app.”
Matthew notes that the customer had to sign for it on their own app, making it impossible for him to have forged their signature. Despite this, his ratings were lowered, and he only received the base pay from Instacart. He later received an email warning him about the missing delivery.
“I’m sorry, what? You as Instacart required a signature from the customer’s end because it was a high-value dollar order—and then you’re gonna accept them saying that they didn’t get it? Be so for real,” he says. “And I can’t get anywhere with them. They’re basically like, ‘Yeah, sorry. Don’t let it happen again.’”
How Is This Possible?
It’s unclear how such a thing is possible. In this case, it would appear Matthew was given what’s called a “Certified Delivery.” Per the Instacart website, “Certified deliveries require you to either sign for the delivery or have your ID scanned to certify that you have received the order.” By signing, it would seem that the customer “certified” the order.
Despite this, drivers have repeatedly alleged that they have been accused of—and punished for—deliveries that were marked “missing,” even though there is evidence that the orders were handed over to a customer.
Drivers say customers have attempted to claim orders as missing, even after they had their ID scanned as part of the order. Missing deliveries can result in punishments for drivers. Some say they were deactivated as a result of fraudulent missing item claims.
What Can A Driver Do In This Situation?
In Matthew’s case, Instacart appears to have seen his video. While Matthew’s initial attempts to reach out to Instacart via direct message failed, it appears they have now responded to him. That said, there is no update about his situation.
In cases like Matthew’s, one should immediately file an appeal with Instacart. They can also block and report the customer.
Even with these options, many report frustration with the app.
“I started doing IC when covid hit and I loved it. Then the customers started figuring out they could lie and get free groceries and ruined it,” a commenter wrote.
“So what Insta cart is saying is that customers can just rip them off any time and they will believe them,” another offered. “Sounds like perfect business to me.”
“They have to do better about protecting the delivery person. They need to start charging the person for theft if they sign for it or give us a code,” declared a third. “It only hurts the driver with tips, rating, time wasted.”
@mjn1982 This is the protection that @Instacart gives to their shoppers. Accuse them of theft when there’s a paper trail and zero ways to dispute it. They just tell you “oh well, your fault. Don’t do it again”. instacart shopper customertheft blametheshopper
BroBible reached out to Instacart via email and Matthew via TikTok direct message and comment.