Delivery & fulfilment
Product substitution policy for out-of-stock items
When a picker marks an item out of stock, the app offers recommended, related or full-catalogue substitutes and pushes the choice to the customer for approval before the order continues — so nothing is swapped without consent, and the substitution is recorded on the order.
Approve substitute?
Greek yoghurt 4-packOut of stock
→ Greek yoghurt 2-packSuggested- Accept
How it works
How it works
- 1
Item goes out of stock
The picker marks it during picking rather than after the customer is charged.
- 2
Suggest a substitute
Choose from recommended, related or all-products tabs inside the picker app.
- 3
Customer approves
A push notification asks the shopper to accept, swap again or drop the item.
- 4
Order continues
The substitution is recorded on the order item and picking resumes.
Configuration
What you can configure
| Setting | What it does |
|---|---|
| Substitute sources | Recommended, related or all-products tabs inside the picking screen. |
| Customer approval loop | A push notification the shopper can accept or reject before the swap is final. |
| Recorded on the order | Every substitution is stored against the original order item for the audit trail. |
| Price-change gate | Permission-gated separately from adding a brand-new product to the order. |
FAQ
Frequently asked questions
Does the customer always have to approve a substitution?
Where do substitute suggestions come from?
Is the substitution kept on record after the order is delivered?
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