Sometimes add-on products become unavailable after customers have placed their orders. In Ooooby, you can either deactivate the product, provide a replacement, or, if no replacement is possible, remove it from closed orders.
Deactivating an add-on product
If an add-on is no longer available:
Go to All Products.
Find the product and untick the Active box.
You’ll be prompted to enter a replacement product (if available).
➡️ This will automatically swap the unavailable product for the replacement across all affected orders.
Replacing with another product
If you have a suitable substitute:
Select the replacement item in the dropdown when deactivating.
Customers will receive the replacement in their order.
💡 Tip: Send an email to let affected customers know about the change. Go to Active Orders > View Details > Orders > Email Customers.
Removing an item from closed orders
If no replacement is available and orders have already closed, you can delete the unavailable product from all affected orders in one action:
Go to Active Orders > View Details > Orders.
Find the product you want to remove in the product list.
Click Actions next to that product.
Select Delete From All Orders.
A confirmation message will appear (see screenshot below).
Tick the box to load affected customers into the email tool if you want to notify them.
Click Delete to remove the item from all orders.
Screenshot of delete confirmation popup showing product removal warning and option to load customers into the email tool
Key tips
Use replacements where possible – it avoids disappointment.
Always communicate – a quick email or note builds trust.
Credit promptly – never leave customers out of pocket.