“I just want to start this off by saying: If you see something, say something,” Jessica Higgs begins. She’s emotional; her voice is shaky, and her eyes are red-rimmed with tears. When she posted the video, she was an Instacart grocery delivery driver, and had just experienced a customer interaction that left her rocked over the results.

Customer orders Instacart for her aging dad

Higgs explains that the day prior, a customer placed an order for their father, who was at home. “I do the order, I’m going the extra mile for this customer, like I always do.” But, she says, for “whatever reason,” she found herself going even further, double-checking her work.

The customer told her to leave the Instacart order on the front porch. These days, of course, that’s totally routine. When Higgs went to do that, though, something made her pause. The customer’s dad ended up coming out to the porch to receive the order. “I get there, and something was telling me, ‘No, you gotta help this man out,’” she recounts.

“You’re just supposed to take a picture and leave, and I could not just leave.”

Higgs wasn’t supposed to go inside the customer’s home. This is against Instacart rules. “But I used my judgment.” She brought the groceries inside and put them down wherever the dad told her.

Since, technically, the order was complete at that point, “You’re just supposed to take a picture and leave,” she explains, “And I could not just leave.”

Higgs says that despite being mobile, the man looked in dire need of medical attention. If she completed the order right then and there, she wouldn’t be able to send messages to the original customer.

So, she apologized to her customer for being “unprofressional,” but sent the message that she was really worried about the man…and she had an inkling about the problem.

There was a propane tank inside. Higgs says she was in the home for a matter of minutes and had already gotten dizzy. “There’s gotta be a leak,” she told the customer through the Instacart app.

The customer changed the Instacart tip from $14 to $100

Higgs says she’s grateful for the tip, but she’s crying while telling the story because her message actually saved at least two lives.

The customer reviewed the driver the next morning and commented:

“Thank you so much, once my son went to check on my dad it turned out it definitely was leaking, you definitely saved my dad and my younger son’s life!!!”

“It’s just an Instacart order, but if you see something, say something,” Higgs urges viewers. By the way, it’s earned 4.3 million likes on TikTok.