Got some questions on getting started with shopping for SNAP products on Rosie? You're in the right place. If you have any further questions, please reach out to support@rosieapp.com.
SNAP Fees:
Does SNAP work with delivery orders?
SNAP does work with delivery orders, but you cannot pay delivery fees with your SNAP card.
Can I use manufacturer’s coupons on SNAP items?
Yes, Supplemental Nutrition Assistance Program (SNAP) clients may use cents-off coupons issued by a manufacturer or store. In some states where the sale of food items is taxed, sales tax may need to be charged on the amount paid with the cents-off coupon (not the cost of the food itself). If this happens, SNAP clients may NOT pay the tax with their SNAP benefits; it must be paid with credit/debit or some other form of non-SNAP tender.
Can I use manufacturer’s coupons on SNAP items?
Yes, Supplemental Nutrition Assistance Program (SNAP) clients may use cents-off coupons issued by a manufacturer or store. In some states where the sale of food items is taxed, sales tax may need to be charged on the amount paid with the cents-off coupon (not the cost of the food itself). If this happens, SNAP clients may NOT pay the tax with their SNAP benefits; it must be paid with credit/debit or some other form of non-SNAP tender.
Will SNAP funds cover bag fees?
Per FNS rules and regulations, you cannot use SNAP funds to pay for bag fees.
SNAP Security:
Is it safe to make SNAP purchases on Rosie?
Yes! Rosie is 100% compliant with Food and Nutrition Services privacy and safety standards.
Did Rosie lock my SNAP card after I entered my PIN incorrectly too many times?
Rosie does not receive or validate your SNAP PIN. When you enter your PIN, you are connecting with your state’s SNAP agency, and in the event that you have any lockout issues, you should contact them.
I’ve been locked out for entering my PIN incorrectly too many times. How can I fix this?
Please reach out to your state SNAP agency for concerns or inquiries about your SNAP card or PIN.
A fraudulent transaction was made using my SNAP card. How can I resolve this?
Please contact your state’s SNAP agency to report any fraudulent activity with your SNAP card.
Can you place an order on my behalf using my SNAP card and PIN?
No—Rosie does not have and will not ask for your SNAP information. You should keep this information completely private.
SNAP Products:
I see an item that should be eligible for SNAP but isn’t—what gives?
Retailers are responsible for ensuring that their products are configured correctly. Please reach out to your store to report any product issues. Rosie will work with retailers to correct any issues.
What happens if the store needs to substitute one of my SNAP items?
Stores can substitute SNAP items only for other SNAP items of equal or lesser value. The remainder of any price difference will be refunded to your SNAP balance.
With SNAP orders that are fulfilled by an Instacart Shopper, if the Shopper substitutes one or more of your SNAP items for a more expensive item, or a weighted item is heavier than estimated, the difference will be charged to your credit/debit card. You'll be able to approve substitutions, see what has been picked by the Shopper, and chat with the Shopper via SMS or message the Shopper by following the "View order status page" found in your "My Orders" page.
Will SNAP pay for items added to my order via the Can’t Find It button?
Items added to your order via the Can’t Find It button cannot be paid for with SNAP funds.
SNAP Orders:
Can I have both SNAP-paid and credit/debit-paid items in one order?
Yes, Rosie supports split tender payments. Put simply, you'll just enter both your SNAP card and your credit/debit card during checkout. We will process the payment for both of those orders simultaneously. The SNAP funds will be pulled from your card immediately, while a hold for the credit/debit-paid items will be placed on your card. Once the store completes the order, your credit/debit card will be charged.
How do I get refunded for SNAP items on my order?
Like any other refund request, please reach out to the store you received your items from in order to arrange a refund. All funds from SNAP-paid items will be returned to your SNAP card.
How do I cancel my SNAP order and what should I expect?
You can cancel your order by taking the following steps:
- Go to shop.rosieapp.com.
- Hover over your name in the top corner and click on My orders.
- Click on View all next to the order you’d like to cancel.
- Click the Cancel button and confirm.
If you are unable to cancel your order, it may be past the cutoff time. In that case, please call the store working on your order and ask for a cancellation.
I got an error message during checkout. What does this error message mean?
Please see our list of error messages and their meanings here.
Can I have my SNAP items refunded to my credit/debit card?
SNAP items cannot be refunded in cash, credit, or debit funds, or in any other form of compensation other than SNAP funds. Neither Rosie nor any of its retailers can or will override this policy. Such action would be illegal and would constitute financial fraud.
What happens if a substituted / weighed item is less than what I originally paid?
After your order has been picked and all of your items selected, weighed, and/or substituted, any differences in the final balance for SNAP-paid items will be credited back to your SNAP balance.
Can the store charge more money on my SNAP card than I initially paid?
No—the store cannot charge your SNAP card for more than you indicate in the checkout process.
Misc SNAP Questions:
Does Rosie support eWIC or SNAP Cash?
Rosie does not currently support eWIC or SNAP Cash.
Can I use my SNAP/EBT card out of my home state?
Yes, you may use your SNAP/EBT card outside of your home state.
I can see that Rosie offers SNAP at some locations, but not at my store. Why?
While Rosie has the technology to offer online SNAP payments, not all retailers/stores have chosen to or completed the process to get online with SNAP. Note that stores are not legally obligated to offer online SNAP payments. Please contact your grocer to let them know you're interested in them offering online SNAP payments.
Contact our Support Team at 1-855-767-4366 or support@rosieapp.com.