Should you replace or refund out-of-stock Instacart items?
Offer a close replacement first, with a photo, unless the customer has said "refund only". Never replace allergy-sensitive, special-diet (gluten-free, kosher, keto, vegan) or infant formula items without explicit approval; refund those if the customer does not answer. On percentage tips, each refunded item lowers the basket and therefore the tip: refunding a $40 item on a 20% tip costs you $8.
How refunds shrink a percentage tip
Many customers tip a percentage of the basket. Shoppers commonly report that refunds lower the final basket and the tip with it:
| Basket | Tip rate | Refund | Tip before | Tip after |
|---|---|---|---|---|
| $250 | 20% | $40 ribeye | $50.00 | $42.00 |
| $420 | 15% | $45 lamb chops | $63.00 | $56.25 |
An odd tip amount (for example $58.42) is a strong sign it is a percentage.
Safe replacements
- Same brand, different size: two 8 oz instead of one 16 oz.
- Same product, comparable brand or store brand of equal quality.
- Packaging difference: bagged instead of loose tomatoes.
Never replace without approval
- Allergen-free and special-diet items.
- Infant formula and baby food.
- Flavours: peach yogurt is not a substitute for strawberry.
A simple out-of-stock routine
- Check the shelf, nearby endcaps and ask an associate about the back room. Found rate counts toward shopping quality.
- Photograph two options and send: "The [item] is out of stock. I found [A] or [B] (see photo). Would either work, or would you prefer a refund?"
- No answer by checkout? Refund sensitive items, replace basic groceries with the closest match, and send a short note explaining what you did.
The yellow-star "customer's choice"
The app may mark a replacement as chosen by the customer. Many shoppers report customers do not remember choosing it, perhaps because an automatic best-match setting was on. If it looks unexpected, a one-line confirmation message prevents a low rating.
Frequently asked questions
Do refunds lower Instacart tips?
Shoppers commonly report that when a customer tipped a percentage, refunded items lower the basket total and the tip. A $40 refund on a 20% tip reduces it by $8.
What should I do if the customer does not reply about replacements?
Refund allergy, diet and baby items. Replace everyday groceries with the closest match, and tell the customer what you did before checkout.
Can I replace gluten-free items with regular ones?
No. Never replace allergy-sensitive or special-diet items without the customer's explicit approval; refund them instead.
What does the yellow star on Instacart replacements mean?
It marks a replacement shown as the customer's choice. Customers sometimes do not remember choosing it, so confirm unexpected ones by message.
Go deeper. Chapter 5 of the guide covers replacements and customer chat in full, with ready-made English messages you can save as phone shortcuts. Get the full guide or read chapters 1–2 free.
Related guides
- What should Instacart shoppers message customers?
- What can Instacart shoppers do about tip baiting?
- Which Instacart stores have the highest tips?
Sources
- Instacart Shopper app: replacement and refund flow (in app)