General advice on substituting items

Always look on the page where you enter prices. This tells you what to do if you can't find an item. It sometimes tells you to call the customer, and other times, it will say that you don't need to call the customer and can instead just replace an item with any other similar item.

Sometimes, you might only be able to buy a multi-pack which is higher priced than we allow you to enter in the APP. If that is the case, please put it through as a substitute as shown below.
First, if you can't find the exact product in the correct quantity, click on "NO STOCK / SUBSTITUTION". 

Click on "YES" unless you can't find a substitute, in that case click "NO" and the customer won't be charged for the item.

If you pressed "YES" the next thing to do is give a description of the item you bought as a substitute. If you just bought a larger amount / multipack, type the amount in.

Make sure you get the correct amount or at least as much as the customer ordered.

Then simply enter the price of one or all of the substitution products you bought, depending on whether you chose to enter the price of one or all.