Product introduction
You order milk, bread and fruit for a weekend breakfast. The list looks complete when you place the order, but the shopper discovers that one item is unavailable. If the conversation about replacements only starts now, a simple breakfast can involve several last-minute exchanges.
Instacart connects an online shopping list with the actual shopping trip. This article focuses on handling unavailable items: customers state their replacement preferences first, then review changes during shopping. Here, “shopper” means the person shopping in the store on your behalf, rather than the customer placing the order.
The official replacement guide describes three choices: let the shopper choose a suitable replacement, specify a replacement item, or request a refund. They express what you want when availability is uncertain; they do not guarantee that a specific replacement is in stock. The steps below assume your account and chosen store already support ordering through Instacart. If you ordered through a retailer’s own app, return to that retailer’s service to make changes.
Core workflow
1. Set replacement preferences in the cart
Suppose you would accept a similar milk product, but only want the original bread. In the app, open Add Instructions → Choose replacement on the item. On the website, use the item’s Choose replacement entry.
For the milk, choose Replace with specific item and find an alternative you would accept. For the bread, choose Refund this item. If you want the shopper to decide, select Replace with best match. When you do not choose, best match is the default, shown in the cart. Replacement preferences also carry over to future orders, so it is worth reviewing them when you buy an item again. Entry points and default behavior
2. Make changes through the current order
If your needs change, open the current order at the bottom of the app, or select it under Your orders on the website. Find Edit replacement beneath the item. If shopping has already started, you can ask the shopper for help through chat. Order Ahead items, such as custom cakes, have restrictions on editing after ordering. Order-change limits
3. Review actual changes and respond to suggestions
With order notifications enabled, watch for replacement or refund alerts. Open See Shopped Items in the current order. Choose Approve to accept a change, or Other options to look for another choice; contact the shopper if you cannot find what you want. Even a refund preference may still lead to a replacement suggestion that you can approve or decline. Price differences for replacement items are charged or refunded. Suggestions and price differences
After shopping is complete, review the final items and changes in Item Summary. A preference describes what you want; the final summary shows what was actually purchased this time. Final item summary
Design lessons
Separate “I did not choose” from “I do not want a replacement”
Best match as a default lets people place an order without configuring every item. A refund expresses a different, deliberate choice. If both appeared as “not set,” the shopper would have difficulty understanding the customer’s intent. Defaults can reduce preparation, but they need to be visible and must not override an explicit choice.
Give intentions and outcomes their own moments
Before ordering, customers know what they would accept but not what remains on the shelf. During shopping, the shopper knows the situation in the store. Preferences first and suggestions later let each person contribute when they have the relevant information. The tradeoff is that customers may still need to respond to notifications; a preference cannot eliminate every conversation.
Remember preferences while allowing people to reconsider
Carrying preferences forward avoids asking customers to repeat the same instructions. Yet a replacement accepted last time may not suit today’s needs. Showing the current preference beside the item, with a way to change it in the order, supports both remembering a person’s wishes and letting them change their mind.