# Instacart Out-of-Stock Items: When to Replace vs. Refund (and How Refunds Shrink Percentage Tips) | Gig Earnings Guide

> Offer a close replacement first unless the customer said refund only; never replace allergy, diet or baby items without approval. How refunds shrink percentage tips, with examples.

Source: https://gigearningsguide.com/guides/instacart-out-of-stock-replacements.html
Language: en
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[Guides](https://gigearningsguide.com/guides/) · Updated October 24, 2026 · 7 min read

# 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

1. Check the shelf, nearby endcaps and ask an associate about the back room. Found rate counts toward shopping quality.
2. 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?"*
3. 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](https://gigearningsguide.com/#pricing) or [read chapters 1–2 free](https://gigearningsguide.com/reader.html).

## Related guides

- [What should Instacart shoppers message customers?](https://gigearningsguide.com/guides/instacart-customer-message-templates.html)
- [What can Instacart shoppers do about tip baiting?](https://gigearningsguide.com/guides/instacart-tip-baiting.html)
- [Which Instacart stores have the highest tips?](https://gigearningsguide.com/guides/instacart-high-tip-stores.html)

## Sources

- Instacart Shopper app: replacement and refund flow (in app)

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.