When a consumer places their order, they’re asked to provide instructions for what to do if an item is out-of-stock or unavailable.
If the item is unavaliable, select the item and tap “Unavailable” under the item screen in your app to see what the consumer wants you to do.
If an item is out-of-stock and the customer wants you to contact them, you’ll be asked to take a photo of a replacement item in the same aisle of the store or of a specific item.
Customers say it’s helpful to offer more than one suggestion because it gives them more options to choose from. We suggest replacements that are similar in:
Please note that you can only replace it with an item of lower price or within 30% or $3 of price discrepancy.
After your suggestion is sent, you’ll see a message at the top of the screen that says “Suggestion sent to customer for review”. You can find this item in “Pending” on top of the shopping list.
If your customer doesn’t respond until you finish shopping, you can check out with pending items. Pending items will be removed from the order and the customer won’t be charged for the removed item.