Choose a substitute, handle a refund request, and check the customer’s answer before you reach the register.
Read the instruction on that item
Open the missing item in the Shopper app and check the customer’s preference. If they requested a refund, follow that instruction. If they picked a specific backup, check the flavor, package size, and quantity against the shelf label. A similar-looking box can contain half as much food.
Give the customer a choice they can use
If there’s no specific backup, the app lets you scan up to three available alternatives. It can recommend one of them or suggest a refund. Compare the details that matter for this order. For unsweetened oat milk, look for another unsweetened oat milk before offering vanilla. If the price or size changes substantially, give the customer enough information to decide.
For example, a short message could say, “The 64-ounce carton is sold out. The same brand has 32 ounces for $3.49. Would you like one, two, or a refund?” Use the prices and sizes available on your shelf.
Check again before checkout
Instacart sends the customer updates about scanned options, replacements, and refunds. Keep shopping, then reopen the list before checkout. If the customer changed their selection, match the carton in your cart to the updated item and quantity.
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