This new substitution feature reduces the need for refunds

Substitutions for unavailable items

Now there’s a solution for out of stock items. The new substitution feature on your Just Eat Orderpad allows you to avoid the need to provide a refund when an item is out of stock, if your customers have opted to accept an alternative item. 

When an item is unavailable, your store picker can now search for alternative, similar items within the search bar and select a substitution for that unavailable item.

Of course, any substitute items must be selected carefully. They should be:

• Cheaper or the same price as the item the customer ordered
• Larger or the same size
• From the same dietary category
• Same brand or flavour
• Same / very similar raw product
• Same quality
• Mindful of ethical, religious, dietary and health related products

If you have no suitable alternative items in stock, then the picker can select ‘refund customer’.

When customers get to the basket section of their order, they will have options if items are unavailable. They can choose from:

• Substitutes for unavailable items
• Refund on  all items that are unavailable
• Preference on each item (the option to have a substitute chosen by you for specific items in their basket, and refund for others).

This new feature will provide a huge benefit to your business and to your customers. You’ll be able to fully complete more orders more of the time and reduce the need for refunds and missing item claims. 

Customers can order from you safe in the knowledge that they’ll receive exactly what they have ordered, or the very next best thing. And that’s a good thing for your business.