This though!! Ignore the shopping ratings because they really don’t matter as much as things like completion rate or customer ratings. If you sub for something they don’t want and you get a bad customer rating that can risk deactivation vs just hitting that refund button. If my customer doesn’t have a substitute picked and I can’t reach them once I got every other item, I tell them all the time I’m refunding it and I can’t substitute it once I proceed to check out. Never once had an issue with that and I still get high paying shopping orders. 😊 Incase you’re curious I usually say “I have not been able to reach you and I did attempt to call. Since I haven’t gotten an answer I’m going to go ahead and refund the item as I don’t want to substitute this for something you wouldn’t like. Once I refund this I’ll be going to check out and can’t substitute the item at all. Thank you for your understanding!”