A general preference for substitutions indicates if communication has been requested by the member and how you should proceed if an item is out of stock. Following the member's preference is key to providing a good experience!
You can locate the member's general preference under the Substitutions section on the Order Details screen. The app will also display the general preference after marking an item as not found while shopping.
There are three types of general preferences for members:
- Contact member
- Choose sub
- Do not sub
Below are the recommended steps you can take for ultimate success with each general preference.
Contact member
If a substitution must be made, the member wants you to send them a text message with a recommendation.
- Ask a store associate to check for extra stock in the storage room.
- If the item is out of stock, text substitute options to the member. You may also consider sending a photo of the available items with the out of stock message.
- If the member asks for the price of a substitution item, you can search the member app for the price — in-store prices are not always the same as the prices in the app.
- If you do not receive a reply to your text, you may try calling the member.
- If they do not answer your call, you may leave a voicemail.
- If the member hasn't responded after 10-15 minutes, you may use your best judgment to substitute or not based on what is available in the store.
Choose sub
If a substitution must be made, the member does not want you to contact them with a recommendation.
- Ask a store associate to check for extra stock in the storage room.
- If the item is out of stock, look for a good substitute.
- Keep in mind, the success of your business depends on delivering items consistent with what a member ordered.
- If there is a good substitute available, you may substitute the item.
- If there is not a good substitute available, do not substitute the item.
- A best practice for this preference is to provide a summary of the unavailable items at the end of the shopping process or at delivery.
Do not sub
If the store does not have an item, the member does not want you to make a substitution and no contact is needed.
- Ask a store associate to check for extra stock in the storage room
- If the item is out of stock, do not substitute it and continue to shop for the order.
- A best practice for this preference is to provide a summary of the unavailable items at the end of the shopping process or at delivery.
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