I customer is able to add a complaint with zero evidence, zero communication with drivers, and without having to go through any sort of review process. On their word alone they can say whatever they like about a shopper and it posts same day to my account. The reverse process seems to be basically nonexistent. Every forum everywhere people are saying there is no communication, follow up, or reversal of complaints in spite of reporting fraud and having objective supporting evidence that a customer is wrong. Every customer service agent assures shoppers that it's being handled but nothing ever becomes of any of it. I'm honestly not sure there even is a fraud department at all. In the Instacart app chat there is documentation of the substitution, a receipt showing proof of purchase, and a picture showing it front and center by their doorway. Still days later, no communication, no reversal, and no customer service agent that will tell me anything except "it's being handled". No time frame, no follow-up, no nothing. Objective evidence that is enough to win a court case and I can't get anyone to even tell me if someone's looked at the evidence, if it's pending, or if it's been denied like all the others. On top of that, not only can a customer say whatever they want in spite of evidence, but another agent hinted that I might be charged by Instacart each time these reports come in. So no respect, communication, and potential theft taking place at Instacart.