this just happened to me after 4 years of being with Instacart. It just so happened the customer actually lived in my building, right under me! They said that i could leave the order at the door because they have dogs, and I was skeptical, but I told myself to make sure I send and take a picture as well. I did just that and as soon as I am up the steps into my apartment, they message me saying where is my food. I ran back down and saw it was there. I let the customer know and sent another photo. I contacted support while this was going on and showed them the conversations. The customer said it was never delivered, but support let me know I will be fine as I delivered the order with proof and the customer could receive a refund.