Find your Instamart POC
Enter a vendor code, supplier ID or company name above to see the primary POC and full escalation chain for every city you supply.
Courier Inbound SOP
Follow this when sending stock by courier. Most courier rejections at the warehouse come from breaking rule 1 or 2.
Packaging: one box = one SKU
Do not mix SKUs in a box. Segregation is the supplier's responsibility, not the warehouse's.
Scenario 1 — no inner boxes. Each box holds a single SKU.
| SKU | Qty | Boxes |
|---|---|---|
| A | 200 | 2 |
| B | 100 | 1 |
| C | 300 | 3 |
| D | 150 | 1 |
| SKU | Qty | Boxes |
|---|---|---|
| A | 200 | 2 |
| B | 100 | |
| C | 300 | 3 |
| D | 100 |
Two SKUs sharing a box count.
Scenario 2 — inner boxes, e.g. cosmetics or headphones. Each inner box is one SKU; inner boxes of different SKUs may share a master box.
| SKU | Qty | Inner | Master |
|---|---|---|---|
| A | 200 | 2 | 1 |
| B | 100 | 1 | |
| C | 300 | 2 | 1 |
| D | 150 | 3 |
| SKU | Qty | Inner | Master |
|---|---|---|---|
| A | 200 | 3 | 1 |
| B | 100 | ||
| C | 300 | 4 | |
| D | 150 |
SKUs mixed inside an inner box.
Packing slip on every box
All fields are mandatory. A missing slip is a rejection.
Each SKU box
| Field | Format |
|---|---|
| PO number | SB******* |
| Invoice number | INV****** (your format) |
| EAN barcode | ############ |
| SKU code | 12516 |
| SKU name | DEV SNACKS MASALA PEANUT 150.00 G |
| SKU qty | 120 |
Each master box — only if you use inner + outer boxes
| Field | Format |
|---|---|
| PO number | SB******* |
| Invoice number | INV****** (your format) |
| Count of inner boxes | 6 |
| Count of SKUs | 3 |
| Total qty | 600 |
Mark and partition the vehicle
Load so Instamart stock cannot mix with another company's.
- Segregating before unloading is not in the warehouse's scope.
- Warehouses unload strictly on the markings on the boxes.
- Staff will not handle other clients' stock or re-segregate inside the vehicle. If a box is visibly Instamart's, it is unloaded — otherwise it is not.
No CCTV for courier rejections
For courier inbound, CCTV footage is not provided for a PR rejected by the warehouse. The discrepancy note is the final authorised document.
Collect rejects within 21 days
PR rejects (damage, expiry and so on) must be picked up within 21 days of the discrepancy note being raised. After that the stock is liquidated at our end with no physical return, and a debit is raised to the vendor.
PO status — what you may dispatch
Delivering against a cancelled or expired PO is the most common cause of rejection at the warehouse.
| Released | Open for delivery. Book an appointment, then dispatch. |
| Partially Received | Partial GRN done. The balance quantity is still open for delivery. |
| Cancelled / Expired | Do not deliver. It will be rejected at the warehouse. |
| Short Closed | Closed after a partial delivery. No further dispatch. |
PO extension & appointment booking
- Book an appointment before dispatching — Booking Portal. Stock arriving without an appointment may be turned away.
- No portal access yet? Request access here.
- PO extension — email im.cop@scootsy.com. Released POs only; an expired PO cannot be extended, it has to be reissued.
- Courier shipments — follow the Courier Inbound SOP above.
Reading your Open PO report
Columns in the Excel attached to the report, shared every Wednesday and Friday.
POCODE | The PO the GRN will happen against. This is the one that matters. |
EXTERNPOCODE | Internal use only. |
MAIN_PO_NO_FORINTERNAL_PO | An internal PO linked to the main PO — do not dispatch against it. |
Not getting a response? Escalate in this order
Work down the ladder. Give each level a fair chance before moving on, and always quote your PO number.
-
1
Primary POC for that city — the first contact on your POC Lookup page. Call and email. Quote the PO code, city and SKU.
-
2
Escalation L1 for the same city. Copy the primary POC so they stay in the loop.
-
3
Escalation L2 for the same city.
-
4
Brand SCM — SCM Lead, then SCM Manager, then Final Escalation. Shown on your page only where your company is mapped to a Brand SCM owner. Use this for appointment and booking problems.
-
5
Tell us it is not working — press Feedback next to any contact. Pick No response or Number/email not reachable and add what you tried. It reaches the Instamart procurement team directly and is not shown to the POC.
Rejections, returns and RTV
What happens when stock is rejected at the warehouse.
| Proof of rejection | The discrepancy note is the final authorised document. For courier inbound, CCTV footage is not provided. |
| Collection window | 21 days from the discrepancy note being raised. |
| If not collected | Stock is liquidated at our end with no physical return, and a debit is raised to the vendor. |
| No response on an RTV | Escalate using the ladder above, and log Issue still unresolved via Feedback so it is tracked. |
Common questions
The things vendors ask us most often, and where each one goes.
| My PO is about to expire | Email im.cop@scootsy.com with the PO codes, before it expires. Released POs only. An expired PO cannot be extended, it has to be reissued. |
| I cannot get an appointment slot | Book on the Booking Portal first. If no slot is available, raise it with your Brand SCM chain, which owns booking escalation, and quote the PO codes and city. |
| No portal access | Request access here. |
| My stock was rejected | See Rejections, returns and RTV. Collect within 21 days. |
| The POC listed for me is wrong or missing | Use Feedback, or the Tell us who your POC is button shown when no primary POC is mapped for your city. |
| Which PO do I dispatch against? | The POCODE. Never MAIN_PO_NO_FORINTERNAL_PO. See Reading your Open PO report. |
| Sending by courier | Follow the Courier Inbound SOP. One box, one SKU, and a packing slip on every box. |