Before placing the order, customers can provide alternative item options if their original item becomes sold out or unavailable. See below for more information on the different options customers can choose from:

Customer requests specific item replacement

• Customers can choose a Specific item as a replacement option for a sold out or unavailable item, without any price restrictions.
• If this option is selected, please respect the customer’s specific alternative. If that alternative item is also unavailable, you can present another suitable option for the customer.
• For example, if a customer orders “bread flour” but “bread flour” becomes sold out or is unavailable, the customer could list “all-purpose flour” as a replacement.
  
• To view the customer’s specific replacement item:

1. If an item from the basket is out of stock select Replace item.
2. After selecting the Replace item, the specific item requested by the customer will be shown.

• If the specific item is in-stock, select Substitute found.
• If the item is not in stock select Item Unavailable. This will redirect you to the best match flow, where you can offer an alternative suggestion.

1. To look for an alternative suggestion, select More options.

Customer requests best matching item replacement

• Customers can let merchants choose the best matching replacement for an unavailable item. NOTE: Choosing the best matching replacement item is up to the merchant’s discretion, but to offer a good customer experience, try to prioritize a replacement of similar quality to the original item. Consider factors such as size, quantity, variant, brand, and price. NOTE: While you can replace with higher-priced items, it is not mandatory to suggest an item that is priced higher.
• For example, a customer could choose a specific brand of chips as their original item. If those specific chips are sold out or unavailable, the merchant can replace them with a similar item.
  
• To replace a customer’s sold out or unavailable item:

1. If an item from the basket is out of stock select Replace item.
2. After selecting the Replace item, a best-match replacement option will be suggested. If the suggested item is of similar quality and is in stock, select Substitute found.
3. To look for an alternative suggestion, select More options.

All replacements proposed by you are sent to the customer for their review. However, the customer may not respond to your suggestion(s). In these situations, you are encouraged to continue replacing the missing item by revisiting the In Review tab, and selecting Substitute found within each item that is pending approval.

Customer requests removing item from order

• Customers can request to remove the item from their order if the item becomes sold out or is unavailable.
  
• For example, if a customer orders “onions” but “onions” are sold out, the customer’s order card will let merchants know it’s OK to remove the item from the order if the item is unavailable. In this case, remove the out-of-stock item from the order so that a refund is processed for the customer.

Completing shopping:

Once picking is completed, be sure not to leave anything in the To-Do tab and verify that all items have been cleared from the final review page before finishing an order.