1) What is the ‘Item Substitutions’ feature?
The ‘Item Substitutions’ feature will give you the ability to mark an item as out of stock in an accepted order, directly from the tablet. Customers will receive a notification about the unavailable items and have the opportunity to either add a new substitute item(s) to their basket or checkout again with their previous order, excluding the unavailable item(s). This will mean you are no longer required to engage in time-consuming and costly processes, such as contacting Deliveroo support or reaching out to customers via phone for approval on substitutions.
This feature will enhance the customer experience, streamline operations, and boost overall order accuracy by introducing the ability for a customer to substitute an item and checkout again without the unavailable items.
2) How do I use the ‘Item Substitutions’ feature?
In the unfortunate event that you are unable to mark a menu item as out of stock in time, this is how you can mark the item as out of stock within the tablet, allowing the customer to checkout with a new item, or without the item:
Go to the ‘Manage Order’ button.
Select ‘Mark item out of stock.’
Select the unavailable items.
This will get sent directly to the customer in the app and the basket is pre-filled with the available items.
The customer can either choose to reorder without the unavailable items or add more items to their basket before checking out.
Once the customer has checked out, the customer or you will not be charged for the first order.
See how to use the Item Subs button HERE
See what a customer will see when you use the Item Subs button HERE
3) Where can I find the ‘Item Substitutions’ feature?
Under the ‘Manage Your Order’ button in the live order screen on your tablet.
4) What happens if a customer chooses not to re-order with a substituted item?
If a customer chooses not to proceed with an order containing the substituted item(s), you will be charged for the cancellation. Please view the cancellation policy HERE for more information.
5) If a customer chooses to reorder with a substituted item, who will be charged for the first cancelled order?
Once the customer has checked out with the substituted item(s) in the second order, both you and the customer will NOT be charged for the first cancelled order.