What do I do if an item’s out-of-stock?

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 the app instructs you to take a photo of nearby items, then the consumer wants you to contact them for a replacement or suggestion. The consumer might not choose an alternate item and cancel the order. If the consumer wants you to cancel the order, you can cancel the order after marking it as ‘unavailable’. This will not affect your cancellation rate.
  • If the app says “You can remove this item”: Then the consumer wants you to remove the item. You don’t need to contact the consumer or support if they want you to remove the item. You can mark the item as ‘unavailable’, then, select ‘Remove the item’ to move on to the next item. If you’re done shopping, you can check out. The consumer will not be charged for the item you removed.

How can I suggest replacements when an item is out-of-stock?

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:

  • Brand
  • Description
  • Quantity
  • Price

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.

What if the customer doesn’t respond to my suggestion OR there are pending items?

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.