Handling customer exclusions and replacements is a vital aspect of personalising the delivery experience in Ooooby. Customers can manage their own ongoing exclusions ("Dislikes") up to the limit you set for your shop – see Customer-Managed Dislikes (Produce Exclusions). You can also record exclusions on a customer's behalf, and one-off exclusions and replacements are always recorded by you in admin. This guide details how to record both one-off and ongoing exclusions, as well as replacements, to ensure customer satisfaction.
Recording Customer Exclusions Before Closing the Orders
Access the Customer's Account: Navigate to the customer's account details.
Subscriptions: Click on 'Edit' in the Subscriptions box, typically found in the top right.
Manage Exclusions: Select 'Manage exclusions' to view options for adding exclusions.
Select Manage exclusions
Add Exclusions:
For ongoing exclusions, choose 'Add Ongoing Exclusion'.
For one-time exclusions, select 'Show Once-off Exclusions'.
Specify the Exclusion: Enter the first three letters of the item in the pop-up box and select the correct item from the dropdown list.
Save: Confirm the exclusion by pressing 'Save'.
Removing Exclusions: Exclusions can be removed at any time by clicking the 'Remove' button next to an item.
When Two Exclusion Sections Appear
As you approach an order date, you may notice that the exclusions page displays two separate sections:
The top section reflects the customer’s ongoing exclusions.
The bottom section applies to only the upcoming order and overrides the top section for that week.
This setup allows for temporary changes like:
“Please skip potatoes only for the next week.”
“I usually don’t want celery, but I’d like it this week.”
Important: If you see both sections, make sure to fill them both in. If you don’t update the bottom section, the system will prioritise it over the top, and no exclusions may be applied for the next order.
Two exclusion sections are shown - the top for ongoing, bottom for next order only.
Recording Customer Exclusions After Orders Are Closed
For exclusions specific to the current delivery event:
Navigate to Active Orders
Go to Active Orders > View Details for the relevant order.Edit Orders
Click ‘Edit Orders’ to access the customer’s order.Open Exclusions
Click the Exclusions button next to the customer’s name.Customise the Exclusion
Choose ‘Customise’, then type the item and select from the list.Save Changes
Add more exclusions as needed and press ‘Save’.
Note: Exclusions added post-event creation are not carried over to future events. Record ongoing exclusions as described in the previous section for permanent changes.
Recording a Replacement
After orders have closed:
Go to Active Orders
Navigate to the overview and click ‘View Details’.Scroll to Exclusion Summary
In the ‘Produce Details’ section, locate ‘Exclusion Summary’.Enter Replacement Details
Click the ‘swap’ icon and enter the replacement item, including the exact quantity (e.g., “Carrot 500g”).
Not using Product Produce? The Exclusion Summary and swap icon only appear when you've filled in the week's box contents under Product Produce, as the system needs to know what's in each box. If you don't fill this in, go to Packing > Exclusion Report to see every customer with an exclusion, their box and delivery route, and swap items by hand when packing.
Handling Unique Replacement Requests
If multiple customers have the same exclusion but request different replacements:
Go to Active Orders > View Details > Edit Orders.
Click Exclusions/Replacements next to each customer’s name.
Customise the replacement for each customer as needed.
Multiple Set Boxes on One Order
Exclusions will apply to all set boxes on a customer's order to maintain consistency in their delivery.
Box Label Appearance
Exclusions and replacements, once recorded, will be indicated on the box labels for the packing team. This ensures that all customer preferences are accurately reflected and fulfilled during packing.
Box label showing recorded exclusions and replacements for the packing team.
Conclusion
Recording customer exclusions and replacements in Ooooby is a straightforward process that significantly enhances customer satisfaction. By following these detailed steps, you can ensure that every customer's preferences are accurately captured and implemented, leading to a more personalised and appreciated delivery service.