What to do with out-of-stock Items

If items are out of stock on an order, you will be able to replace or remove them. This provides an easier experience for both you and the customer. Follow the steps below when you’re shopping, and an item is out of stock:

1. Tap on the item in your app

2. Select Unavailable to see the customer’s preferred action. You’ll either be prompted to substitute the item or remove it.

3. Depending on the customer’s preferred action, chose a best-match or a specific substitute item, or choose to refund the item. See below for how to handle each:

    * **Best match**: The customer is open to suggested substitutes. Pick an item from the recommended list or find a similar item in the store.
    *  **Specific item**: If the app directs you to a specific substitute, and it's available, include that item in the order. If not, the item should be removed from the list.
   

   • Refund Item: When the app allows, mark the item as Unavailable and choose Delete item. The customer won’t be charged for any item removed.

4. Finish your shopping trip once all items are complete. Remember, customers aren’t charged for items that are removed from the list.

If all items are out of stock

If the all the item a customer ordered are out of stock and have no replacements, you can follow the in-app instruction to cancel the order by marking all the items as not found. The customer will receive a full refund. In case of any doubt, message the customer through the app.

If only one item is found

You should attempt to deliver the order even if only one item is found, unless the customer cancels directly.

How to suggest and replace items

When you need to suggest replacements for out-of-stock items, consider similar brand, comparable quality, and matching quantity. Always suggest alternatives that are equal in price or cheaper than the original item. Once you find an item, follow the below steps:

1. Go to the shopping list
2. Find the item you found a replacement for, and tap Select a different item
3. Follow the in-app instructions to send the replacement item to the customer for approval.
4. Wait for them to approve or reject the suggestion. If the customer accepts the replacement, follow in-app instructions to mark the item as found. If the customer rejects the item, remove it from the order.

Note: if a customer doesn’t respond to the suggested replacement, and they’ve opted for “Best match” you can mark the item as found if it’s a close/best. Otherwise, remove the item from the order and finish your shopping trip as usual.

How to remove items

1. Go to the shopping list
2. Click on the item you need to remove
3. Follow the in-app instructions to remove the item from the order. You can always reverse this action by going to the item and adding it back again. Remember, the customer isn’t charged for items that are removed from the list.

If you need further help

If you’re still having difficulties with finding items, or need further assistance, please contact Uber Support by using the contact option in the app. You can also use *Trip support” under Help and support in the main trip screen for assistance on a live trip issue.