How do I make a substitution?

A substitution is an item you get in place of another item that was originally requested on an order, and the substitution process will depend on the member's substitution preference. For example, members with a Contact Member preference should be contacted prior to making a substitution and members with a Choose Sub preference prefer for you to make a selection for them.

To substitute an item:

Tap Not found.
Tap Suggest a Substitute.
On the Choose a substitute screen, you will be able to search for an item or sub with a custom item
- To search for an item by its details, type within the search field.
- To search for an item by scanning its barcode, tap the barcode icon in the search field.
- To sub with a custom item, tap the add item icon located in the top right of the screen.
To message the product details to the customer, tap Suggest to member. You'll then be prompted to start a text or a call depending on the customer's communication preference.
Enter the requested item information, and then tap Add to Cart.
Once a substitute has been made, Prepaid customers who have selected “Contact me” as their substitution preference will automatically receive a link via text to approve or decline the substitution. For more information, click here.

For Prepaid orders:

Shoppers may take the steps above to suggest a substitution.
Once a substitute has been made, customers who have selected “Contact me” as their substitution preference will automatically receive a link via text to approve or decline the substitution.
If you substitute the originally requested item with the customer’s backup item, no message will be sent for approval.
If the sub is approved, no further action will be needed.
If the sub is declined, the item will be listed under the Declined drop-down and have a red “Substitution declined” banner next to it on the Cart tab.
From there, you can select Remove substitution to add the original item back to the Shopping list and suggest another suitable substitution, or if there isn’t one available, you can mark the item as Not found, and the customer will be notified.
Customers will not be required to approve or decline a substitution in order for you to process the order and head to delivery.

Shopper in-app experience: