Driver Tutorial Video - Substitutions
You can see more about substitutions by watching the video below.
When a customer places an order they are asked whether they would like a substitute item if the original item is not in stock.
The customer has the option to select that they are happy with a substitution for some products but not others.
This is often the case with products like tobacco, where the customer likes a particular brand and doesn’t want an alternative.
If after checking with the shop staff to see whether the item is in stock, you still cannot find the exact brand, weight or size of the item, you should tap the ‘no stock - substitution’ button on the app.
The app will then guide you through what to do, depending on different factors.
If the customer has selected to allow a substitution for an item, you will be informed of this and you should find an alternative item of a similar size, weight and quality to what the customer originally ordered.
For example, if the customer ordered a 10 pack of Birdseye fishfingers but you are only able to find a 10 pack of Young's fishfingers, this would be a suitable substitution, as the item is of a similar size and quality than that of the original order.
If you are unsure whether the alternative item you have found is a suitable substitution, you should always call the customer to check whether they are happy with the substituted item.
If you cannot find the item and there are no appropriate alternative items, you may have to visit another shop to source the item. Remember, heading to a large supermarket first, is the most efficient way to source the items.
If you absolutely cannot find the item anywhere, you should mark the item as ‘out of stock’. Be aware that this can affect your driver pay and rating if we deem that the item could have been easily found with a little more effort.
How to Enter a Substitution on the App
The images below demonstrate how entering a substitute on the app will look.
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 / multi-pack, 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.