What should Instacart shoppers message customers?
Send a short first message as soon as you start shopping: your name, whether the customer prefers replacements or refunds, and an invitation to add items. Then message only when it helps the customer: out-of-stock choices with a photo, a heads-up before checkout, an "on my way" note, and a delivery confirmation with the door location. Saving these as text-replacement shortcuts on your phone makes each one a two-second tap.
1. Starting the order
"Hi [Name]! My name is [Your name] and I just started shopping your order. If you'd like to add anything, message me here. If an item is out of stock, do you prefer replacements or a refund? Thanks for having me shop for you today!"
2. Large order with delivery preference
"Hi [Name], this is [Your name], your shopper today. Two quick questions: out-of-stock items, replacements or refunds? And at delivery, front door, garage, or should I hand them to you? Thank you!"
3. Out of stock
"Hi [Name]! The [item] is out of stock. I found [A] or [B] (see photo). Would either work, or would you prefer a refund?"
4. Heading to checkout with no reply
"I'm heading to the registers now. Since I didn't hear back, I refunded the dietary items and chose the closest match for the rest so you don't go without essentials. Let me know if you need any changes!"
5. On the way
"I've checked out and I'm heading your way. GPS says about [X] minutes. See you soon!"
6. Running late
"Hi [Name], I'm on the way with your order, but there's a major traffic delay. Your cold items are in insulated bags. I expect to be about [X] minutes later than planned. Thank you for your patience!"
7. Missing gate code
"Hi [Name]! I'm on my way with your groceries. Could you share the gate code so I can get into the complex? Thank you!"
8. Delivered
"Your groceries are at door #[unit]. It was a pleasure shopping for you today. Have a great day!"
Save them as phone shortcuts
- iPhone: Settings → General → Keyboard → Text Replacement → +. Paste the phrase and give it a shortcut such as
!ic. - Android (Gboard): Settings → System → Languages & input → Personal dictionary → your language → +. Add the phrase and a shortcut.
Type the shortcut in the Instacart chat and the full message appears.
Messages to avoid
- Asking for a tip or a tip increase directly.
- Asking customers to message you outside the app or sharing your personal number.
- Long walls of text: customers read on a lock screen.
Frequently asked questions
What is the best first message for Instacart customers?
A short greeting with your name, a question about replacements or refunds for out-of-stock items, and an invitation to add anything they forgot.
Should Instacart shoppers message customers at all?
Yes, briefly. Shoppers widely report that a first message and photo replacements reduce complaints and protect ratings and tips.
How do I save Instacart messages as shortcuts?
On iPhone use Settings > General > Keyboard > Text Replacement. On Android with Gboard use the Personal dictionary. Typing the shortcut inserts the full message.
Can I ask Instacart customers for a tip?
Avoid it. Focus on service and clear communication instead; asking directly can lead to complaints.
Go deeper. Chapter 5 of the guide includes the full message kit, and the bilingual English/Spanish customer message pack comes with the download. Get the full guide or read chapters 1–2 free.
Related guides
- Should you replace or refund out-of-stock Instacart items?
- What Instacart rating do shoppers need?
- How do you complete your first Instacart batch?