Replacements

Handling out-of-stock items

When an item you’re shopping for is out of stock. Follow these steps:

1. Tap on the item in your app.
2. Select Unavailable to see the customer’s preferred action.

Customer instructions

If asked to photograph alternatives: * The customer wants you to reach out for a substitute. Take a photo of similar items. * Wait for a response; the customer might suggest a replacement, ask to skip the item, or cancel. * If they want to cancel, mark the item “unavailable” and then cancel the order. This won’t affect your cancellation rate.

If Instructed to remove the Item: * Remove the item from the order without contacting the customer. * Mark the item as ‘unavailable’ and select ‘Remove the item.’ * Complete your shopping if all items are accounted for. Removed items won’t be charged to the customer.

Suggesting replacements

If a customer prefers to be contacted for replacements. Follow these steps:

1. Take a photo of a potential replacement in the same store aisle.
2. Suggest items that match the original by brand, description, and quantity.
3. Send the suggestions. A message will confirm it’s been sent to the customer.
4. The item will appear in your app’s Pending section at the top of the shopping list.

If customers don’t respond:

• Finish your shopping trip as usual.
• If there are no responses upon checkout, you can proceed to check out.
• Any pending items will be automatically removed from the order.
• The customer won’t be charged for any items not included in the final purchase.