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 specifically choose a replacement for a sold out or unavailable item.
- 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:
- In the customer’s order card, select the item that is sold out or unavailable to expand the item details.
- Select “Sold out”.
- Follow the onscreen prompts to view and provide the replacement item (if available).
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.
- 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:
- In the customer’s order card, select the item to expand the item details.
- Select “Sold out”.
- Follow the onscreen prompts to provide the replacement item.
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.
Customer requests canceling the entire order
- Customers can request to cancel the entire order if the item they wanted becomes unavailable.
- For example, let’s say a customer chose “rice” as their original item. If “rice” is unavailable, the customer’s order card will let you know they want to cancel the entire delivery order.