How do Grocery order replacements work?

Before placing the order, customers may select replacement preferences in case their original item is out of stock or unavailable. The replacement options include:

I‘ll choose replacements

With this option, the customer chooses up to five specific replacement items. Follow these steps if the original item is out of stock:

1. Select Can’t find item
2. Find and scan the customer-selected replacement item displayed on the screen
3. Continue shopping for the rest of the order. No additional customer approval is required.

*Note: If the replacement item is out of stock, select Can’t find item. This will redirect you to the “Require my approval to replace” flow, where you can offer an alternative suggestion.*

Require my approval to replace

If the customer selects “Require my approval to replace,” you can suggest replacements in-app if the original item is out of stock. Follow these steps:

1. Select Can’t find item
2. The app will display recommended suggestions. Select one to send to the customer to approve. If no in-app recommendations are available, you can suggest a similar item you see in-store.
3. The item is sent to the “Pending” tab until the consumer approves or rejects it.
4. Once the customer responds, finalize the pending item by scanning the item or removing it.
   • Note that “Pending” items not finalized before shopping completion will be automatically removed and refunded.

*Customer not responding? Continue shopping for the rest of the order while you wait for the customer to respond.*

Replace with any similar item

In this case, the app will recommend a replacement for the out-of-stock item.

1. Select Can’t find item
2. Scan the item and continue shopping. No customer review is required.

*Note: If the recommended replacement items are not in stock, select Can’t find these. This will redirect you to the “Require my approval to replace” flow, where you can offer an alternative suggestion.*

Don’t replace; refund

Customers can request to remove the item from their order if the item is out of stock. In this case, select Can’t find item to remove it from the order and continue shopping.

Completing shopping:

Once shopping 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.