In short. The merchant handles fulfillment and is the first contact for shipping and order questions after an Instant Buy purchase.
Definition: After a Perplexity Instant Buy purchase, the merchant that receives the order handles processing, delivery and order support. Perplexity's help page sends the order and payment directly to the merchant for fulfillment, while its Terms of Service direct customers to contact the merchant first about order issues, cancellations, returns, refunds, missing orders and damaged or defective items.
Key facts
- Perplexity describes Instant Buy as a way for U.S. users to buy products from merchants directly within Perplexity, with the order sent to the merchant for processing and delivery. Perplexity Help Center
- The Instant Buy workflow sends the order and payment directly to the merchant for fulfillment and gives the customer a purchase confirmation. Perplexity Help Center
- Perplexity's Terms of Service say purchases made through ProShop are from the merchant directly, and that the merchant's additional terms apply. Perplexity Terms of Service
- The Terms of Service identify delivery issues among matters for which Perplexity has no responsibility or liability for products bought from merchants. Perplexity Terms of Service
- Perplexity states that Instant Buy is available to users in the United States and does not apply to Enterprise Pro or Enterprise Max plans. Perplexity Help Center
How does merchant fulfillment work?
The Instant Buy help page describes a direct merchant transaction. It says the order is sent to the merchant for processing and delivery using the saved checkout details. In the documented workflow, the customer selects a product card, clicks “Instant Buy,” enters checkout details, and receives a confirmation after the order and payment are sent directly to the merchant for fulfillment.
The documented merchant role is fulfillment, processing and delivery. Perplexity's help page assigns those stages to the merchant that receives the order.
Who answers shipping and delivery questions?
The merchant is the first support contact. Perplexity's Terms of Service say that a customer with an order issue, cancellation request, return request or refund request should contact the merchant directly first. The same section says the merchant follows its own policy for returns, refunds, cancellations, missing orders and damaged or defective items.
That rule covers shipping questions because the help page assigns processing and delivery to the merchant, while the Terms specifically include delivery issues and missing orders in the merchant transaction.
Perplexity's Terms also say that the company is not a party to ProShop transactions and has no responsibility or liability for delivery issues connected with products purchased from merchants. The terms leave Perplexity discretion to become involved in a dispute, but they place the initial support route with the merchant.
What should a merchant make available?
Perplexity's Terms say that additional merchant terms apply to purchases and that customers are responsible for reviewing them. Those terms are the merchant's stated framework for order, delivery, cancellation, return and refund questions.
The support boundary is also useful when an order needs a refund. The Terms say that, when the merchant confirms refund eligibility, the refund goes to the payment method originally used for the purchase. The merchant's own policy remains the policy named for returns, refunds, cancellations, missing orders and damaged or defective items.
Related terms
- Why do only some Perplexity product cards offer Instant Buy?
- Perplexity shopping
- How can a merchant join Perplexity's shopping program?
FAQ
Does Perplexity ship an Instant Buy order?
No. Perplexity's Instant Buy help page says the order is sent to the merchant for processing and delivery, and that the order and payment go directly to the merchant for fulfillment.
Who should you contact about a missing order or refund?
Contact the merchant directly first. Perplexity's Terms of Service say the merchant handles its own policies for missing orders and refunds, and that an eligible refund is returned to the original payment method.
Can Perplexity support resolve a delivery dispute?
The Terms of Service say Perplexity has no obligation or responsibility to become involved in a merchant dispute, although it may choose to do so. The merchant remains the initial support contact for the order.
Sources
- Perplexity Help Center, "What is Instant Buy?", 29 August 2026
- Perplexity, "Terms of Service", undated
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