If a customer selected an item that you just ran out of or an item was listed by mistake, don't worry! 

You can use the built-in texting feature in your Pickup Dashboard to reach out right away to talk directly to the customer about substitutions. To ensure the best experience for the customer, provide a useful suggestion for a similar product that is verified to be in stock. Always mark the item as Substituted in the Pickup Dashboard afterwards. 

EXAMPLE RESPONSE: “We’re sorry, we are currently out of (product). Would you like to substitute a similar product such as (product)?”