Order Substitution Workflow

Order Substitution Workflow

When an item is out of stock or needs to be replaced, staff can use the substitution workflow to update the order with a different product.

When to use substitutions

• A product is out of stock after the order was placed.
• A customer requests a different variant or size.
• Compliance or quality reasons require a replacement.

Creating a substitution

1. Open the order from the Order Board.
2. Click Substitute on the item that needs to be replaced.
3. Select a replacement product from inventory.
4. Enter the quantity and reason for the substitution.
5. Save the substitution.

Customer communication

• The customer is notified that a substitution has been proposed.
• The customer can approve or reject the substitute from the order details page.
• The order continues only after the substitution is approved, or after staff confirm the substitution policy allows proceeding without approval.

Fulfillment

• Once approved, the substitute item is shown on the order card and fulfillment manifests.
• Inventory is adjusted to reflect the substituted item.
• The original item is removed from the order.

Auditing

• Substitutions are recorded in the order history with the original item, replacement item, reason, and staff member.
• This supports compliance review and customer service inquiries.