# Instacart Customer Message Templates: 8 Copy-Ready Shopper Messages (Start, Replacements, Delivery) | Gig Earnings Guide

> Copy-ready Instacart shopper messages for starting the order, out-of-stock items, checkout, running late and delivery, plus how to save them as one-tap phone shortcuts.

Source: https://gigearningsguide.com/guides/instacart-customer-message-templates.html
Language: en
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[Guides](https://gigearningsguide.com/guides/) · Updated October 24, 2026 · 6 min read

# 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](https://gigearningsguide.com/#pricing) or [read chapters 1–2 free](https://gigearningsguide.com/reader.html).

## Related guides

- [Should you replace or refund out-of-stock Instacart items?](https://gigearningsguide.com/guides/instacart-out-of-stock-replacements.html)
- [What Instacart rating do shoppers need?](https://gigearningsguide.com/guides/instacart-ratings.html)
- [How do you complete your first Instacart batch?](https://gigearningsguide.com/guides/instacart-first-batch.html)

## Sources

- [Apple Support: Use text replacements on iPhone](https://support.apple.com/guide/iphone/use-text-replacements-iph6d01d862/ios)

By the Gig Earnings Guide Editorial Team. Independent publication; not affiliated with, endorsed by or sponsored by Maplebear Inc. (Instacart). Rates and rules change; check the official sources above.