Adjusting set box contents due to product availability is a common part of running an Ooooby shop. The key is to keep customers informed and make sure the system reflects changes correctly.
Informing customers before orders close
Go to Future Orders > View Preview > Email Details.
Enter your update in the subject and body of the email (e.g., “Carrots replaced with beetroot this week”).
Press Send to notify all customers receiving that box.
For specific products: Use the Product Filter dropdown to email only customers affected by that change.
If adding a replacement item:
Go to Future Orders > View Preview > Produce Details.
Update the box contents.
This ensures exclusions are correctly reflected on labels and manifests.
After orders are closed (before labels are printed)
Go to Active Orders > View Details > Packing > Produce Details.
Update the set box contents.
Exclusions will update automatically.
After orders are closed (after labels are printed)
If replacements are made after labels are printed:
Add a replacement slip in the box to explain the change, and/or
Send an email via Active Orders > View Details > Orders > Email Customers.
Issuing credits for missing items
If you cannot provide a replacement:
Go to Advanced Person Search and filter for customers with the affected product.
Click Bulk Credit.
Enter the amount, code, and reason.
Click Credit Customers.
Key tips
Communicate early – customers appreciate being kept in the loop.
Update promptly – always reflect changes in the system to keep labels and manifests accurate.
Handle late changes carefully – if items are missing at the last minute, use slips or emails to keep customers informed.