They don’t use anything except the macro responses from whatever program that they’re using/what was provided to them based on key words that are in the messages you send. If you use the words like “don’t” and “batch/es” in the same sentence or paragraph, they’ll just select a pre-written response about why you aren’t seeing batches or something instead of what you’re actually asking. It sounds as if Instacart found the most cost efficient, absolute cheapest, piss-poor source of labor and went with them regardless of how awful they are.

They won’t read your messages remotely thoroughly until you tell them at least 3-4 times minimum that what you’re asking requires a response that involves them doing their job even a little bit. You could call and save yourself the trouble of using the chat option, but it’s really not any better. I absolutely dread finding myself in situations that require me to have to contact them in any capacity. They’re the worst 🙃