Replacing an unavailable item with a suitable alternative in an order is an effective strategy to safeguard profits and prevent order cancellations.
Substituting an order item
1. Begin editing an order
First, access the order editing mode by clicking 'Edit order' at the bottom of your screen. This action opens the order editing window.
2. Engage with the customer
You must call the customer to inform them about unavailable items and discuss possible substitutions. It's crucial to engage directly to understand their preferences for alternative products.
However, if the customer has already indicated a preferred substitution in their order or item notes, a phone call might not be necessary.
Note: When a PIN is displayed, you must input that number to complete the call to the customer.
Important: For DoorDash orders, calls must be made from the phone number associated with your store account. Ensure your store's contact information is updated and accessible for these calls.
3. Start the Substitution
Begin substitution by selecting the substitution icon.
4. Search for a substitution
After agreeing with the customer on a replacement, locate the item by searching via name or UPC. Note: The substitute item should be of equal or lesser value than the original.
Substitution rules
Cost: The substitute item should be of equal or lesser value than the original.
Example: If you have 6 candy bars costing $1 each (total $6), you can replace them with any item costing up to $6, like a $6 bag of chips.
Availability: Only substitute with items that are currently available in stock.
5. Select item
Once the customer has agreed on a substitution, finalize your choice and confirm by tapping 'Substitute item'.
6. Finalize & Save Changes
Review your changes and save them by selecting 'Save edit'. Be mindful that edits are irreversible, and substituted items cannot be altered again.
Note: You CANNOT edit or re-substitute, substituted items
Important: Once saved, all edits are final
What Happens Next?
Once the substitution is finalized the order will be updated. Sometimes, the customer will be informed, communication methods may vary across different partners.
For a detailed customer view post-substitution, learn more here.
Please contact us if you have any questions.
Email: [email protected]