The Replace Product tool is a powerful feature designed for situations where a product is unavailable after orders have already been closed. It allows staff to swap out a specific item for an alternative across all affected orders simultaneously.
How it Works
When you trigger a replacement, the system scans all orders in the current delivery event for the original product and swaps it for the new one you select.
⚠️ Important: This action cannot be undone. Once the replacement is processed, the original product data is removed from those orders and replaced with the new item.
Step-by-Step Instructions
To begin, navigate to your product list within the closed order.
Locate the item that needs to be changed and click the Actions button to reveal the following options:
Replace in all orders: This opens the replacement window to swap the item for an alternative.
Delete from all orders: This removes the item entirely from every order in the current event.
📸 Screenshot showing the Replace in all orders option
Select Replacement in all orders: Open the dropdown menu and select the item you wish to provide instead of the original. If the list is long, type the first letter of the product to help you find it.
📸 Screenshot showing the replacement product dropdown menu
Set Multiplier: Enter the ratio needed to match the original order value or volume (default is 1).
Using the Quantity Multiplier
The Quantity Multiplier allows you to adjust the volume of the replacement product to ensure the customer receives the correct amount, especially if the new product is a different size.
Original Product | Replacement Product | Multiplier | Resulting Quantity |
1kg Rice (1 unit) | 500g Rice | 2 | Customer gets 2 x 500g packs |
100g Salad (1 unit) | 100g Spinach | 1 | Customer gets 1 x 100g pack |
Communication: Ensure the "Load affected customers into email tool" box is checked. This allows you to easily send a bulk update to all customers who had their items swapped.
Confirm: Review your selections carefully and click Replace.
Best Practices
✅ Check Stock: Ensure you have enough of the replacement product to cover the total volume of all affected orders.
📧 Email the Customer: Always use the email tool integration to explain why the swap happened (e.g., a crop failure or delivery delay) so customers aren't surprised when their order arrives.