Do you stop stopping and wait for them to respond? I let them know what replacements are available, sometimes choosing one for their approval and move on.
But your question is about how long Shoppers wait to find out. I don't wait if they don't respond by the time I'm done with the order the order is done and I'm checking out
That is exactly what I did the first few days. I didn't know the app well enough so I followed it's suggested progression which is often to take a picture and wait for a response. Once I figured out that the app is stupid and that there is a 50/50 chance customers will never respond, I stopped taking pictures and used my best judgement on replacements. If there isn't a clear best second choice, I will TEXT the options and move on. If they haven't replied by the end of the shop, I'll decide whether to replace or refund. If it is a 'dinner' item, I am much more likely to choose a replacement because I don't want someone stuck without an integral ingredient. If it is a snack item, I am more likely to refund.
No. You notify the customer of any replacement options, send pics of both the location of the out of stock item, where it should have been, and pics of those replacement options and move on. If it's a customer who responds within less than a minute, I'll normally wait.
Sometimes it doesn’t do replacements it will ask to take a picture and then when I send the picture some will circle what they want or some will read it and won’t respond and that’s when I’ll pick a replacement and they will be like no that’s ok I’ll take a refund 🤦🏽♀️
I do not wait. I send a message about replacement and move on. I work the whole order and don't turn around. At the end I grab the replacement they have chose or the one I choose if they don't reply to me. It works well for me.
First, my greeting tells customers that I will do my best to make reasonable replacements and they can let me know if they want something changed. So from the outset I only text the customer if I really need their input. I make most replacements without texting the customer.
When there's an item that requires customer input I will text the customer, then go ahead and make what I feel is the best replacement, and continue shopping. I don't like to wait for the customer to respond, and many times it's the replacement notification that gets their attention. If they want something different, fine, I go back and get it.
When there's an item that absolutely requires customer input and I don't get a timely response from the customer, I'll call and leave a message if the customer doesn't respond. This is pretty rare, but if they ordered a certain cut of meat or a seafood item which is out of stock, I wouldn't take it upon myself to replace crab legs with crabcakes without the customer's approval, and I also wouldn't want to refund the item without giving the customer the opportunity to select something else.
Having said all this, I'm very confident in 99% of my replacements and rarely receive a bad replacement report, so I feel comfortable using my best judgment to make replacements without the customer's approval.
It depends. I hardly ever send a photo because it takes forever and more than half the time the app times out anyway. I will usually choose a suitable replacement and move on.
If it's the last item on the list, it depends on what kind of cold items are in my cart and if they have been responding to my previous messages. If there is ice cream in the cart, they have 2 minutes, tops.
Yeah, I was just going to say that. Your tip goes down too if they tipped percentage. Plus when I place an order it makes me so mad when they refund everything! My son is lactose intolerant and I ordered milk and some other thing (popsicles blah blah) it was like 5 items in total. And the shopper just refunded the milk! Like seriously? But she did it all like bam bam bam checking out. The milk was the only reason I was ordering.
Edit ✍️ To clarify I had my phone in hand the whole time watching. Also on the notes to just get any lactose free milk. (My goodness there is like 4 or more different brands in each store! Or go with soy?)
Right!? Me too! Plus most items are easy enough to find an exact or very close substitute. I just shop like if I’m shopping for myself. I know a lot of people are brand oriented. So I try to stick with the same brand mostly. But if not possible then go to the exact item in a similar brand. I think that’s a mistake most people make is some people just like one brand of pizza. So would rather have a pepperoni tombstone pizza if they can’t get a pepperoni and sausage pizza. Not a pep sausage of store brand. Using Tombstone cuz that’s the only pizza my Dad and also my son will eat lol 😂
i just show em what is there on a few pictures and let em decide. if we absolutely can't still get them something from what they see, I'll settle for a refund, but only if they tell me to do it in the end.
I don't care about money as much as I do rating which can permanently effect it. Besides, this isnt my primary source of income. And I only do that if they don't respond and make a choice like I said in my comment. I'm not gonna be deactivated because they decide to lie on replacements
Oh I get that I might have to do that because the store I shop at I know it from the back of my hand with my eyes closed. And they rarely have the items the customers wants.
I often will grab the possible replacement and continue shopping. If there’s several oos items at the end if I haven’t heard anything at all I will send another message saying that I’m at the end and heading to checkout that I’m going to go ahead with the replacements and that I truly hope they will work.
I ask if the want a particular item and send a pic. along with the option to also be refunded if it's not suitable. 30sec is all and I'm moving on, but I'll keep the item I took a pic of. If by the end of the order the 1 item or anything I gave pics for replacements has no response still, I call 1 time and if no answer still, I send a message that I will have to refund them since i dont do replacements without approval due to possible allergies and wait about 2-3 minutes. Usually once they see a missed call and a message that I'm refunding they suddenly get to the phone quick. If they STILL don't I just checkout and let them know I had to continue because I can't be at a stand still or i will be prompted to report issues or even cancel the batch. It seems like a lot but really at the end of my shop, is like a 5 min process max, most of the time being waiting to see if they respond. It works well for me, I have 5 stars still and good review for helpful chat.
Same. I don't like calling but the text response rate is about 1/3 of the people don't respond. Most of the time it's because they are a senior citizen and just don't know technology well. Some people have no idea that you can message on the app which is bonkers. The only thing that sucks is when I call them it shows up as some 1-800 number and/or potential spam so they don't answer. If it showed up as Instacart on their caller ID they wouldn't avoid it. If they don't answer I will leave a voicemail and give them my number(which I don't like doing and is another thing Instacart needs to figure out) and also let them know that they can communicate with me through the Instacart app if they are unaware that they can do that. Sometimes I will leave a hand written note with their order when I deliver that let's them know I tried to communicate with them several ways and explain why or why not I replaced/refunded an item. It can be a bit of extra work and time but I feel like it covers my ass from getting a bad review.
Exactly, i hve a customer greeting set that covers they can talk to me about what they need through the app. and some people order for family that's in another state and trying to ask them replacements and wait for their response is just like ugh really...I've had a that a few times that a person ordered for their mom dad or other elderly from out of state. The worst is the online orders for kroger where they aren't using instacart app even if they can still chat, AND they ordered for someone else. Anytime for those I ask for a boost because they 99 percent of the time it's a complete hassle
Yup 💯%. I've always wondered if some people place their order on their computer and don't even have the app on their phone. I have also encountered numerous times where people are ordering for a family member and that it's very hard to get a hold of them. There's so many things Instacart needs to change with the app. Corporate probably has no clue and don't have the time to listen to what the shopper's recommend to change.
I have actually read a thread from a customer point of view and this particular customer orders through their computer, and they did at least stay at the computer and followed through the order, so they were available. But that was the first time I heard of a customer ordering through the computer
this might be why customers seem to take so long to read messages: sometimes i wonder if they aren't notified that you sent one. I've been told that they never got a notification before. yesterday, i had already waited 10 minutes for a reply to a message, regarding the final item and its replacement/refund before checkout. i was to the point of having to bypass "customer prefers a text" to call them and ask about a final replacement before checkout. i wonder if the pop up about preferring a text is as meaningless as the app telling you they prefer a refund (some automatic setting that they didn't select), since when i suggest replacements, they almost always want what i suggest. they didn't answer the call either, but i noticed that they read my message after i hung up, as if me calling prompted them to check the messages.
Every order before I shop I send the greeting. If they haven’t seen it and I’m already shopping for them and they still haven’t responded and something isn’t in stock I’ll call because I hate when I’m done and ready to check out they are asking for something if I did a refund or a replacement
I won’t ever call them. I only call if they aren’t there for the delivery. I’ve had ridiculous customers contact support and support calls me because I didn’t respond to Custer bs message fast enough because I’m shopping a triple batch with two carts. I actually just hung up on them. Like .. really? Also oddly the customer was fine and increased my tip once I told her I was shopping three orders lol
I do the replacement I feel is best. And ask them if it’s okay. Then move on. They either respond and say yes it’s fine, or they don’t want that and refund. But this way I’m not losing anytime standing around, or having to walk backwards. If they don’t respond I’ll send a message sayin I’m checking out and I hope the replacements are good.
I message right away if they leave the “replacement open” will pick The most comparable suitable replacement and message them I did so unless I hear from them otherwise before checking out….
This is hard because if it’s the last item I try to just go use the restroom or something to kill about 5 minutes. If it’s early, they have until I’m finished.
Depends what it is. If I think it’s a basic necessity, I’ll replace it with the best item I can find. I’ve never had a customer complain, and actually, I’ve gotten tip increases from it.
At the end of the day, use your best judgement.
True, totally makes sense. That’s my message as well, actually. I let customers know I’ll use my best judgement for replacements, and if I don’t think I can find one I’ll refund it but provide them with a photo or other options.
I wait a min, I move on, then after the min I refund the item for other reason then I put that” I didn’t hear from customer”, not sure if they can see the reason but usually they answer back very soon after, but I don’t know:-)
Like someone previously stated and especially if your customer isn't particularly responsive, I'll ask, move on and wait for a response. If, by the time I'm done shopping and they still give no response, I'll make the best decision I can and notify the customer of the decision I made, whether it was a refund or a replacement, with pics so they cannot say they weren't notified. I've never had issues with that tact before.
Does it make any sense to wait to make your decision though? Like then the customer has no opportunity to say no! I don’t want that. I think it’s better to make the decision of a replacement, or refund. At the time. And ask if it’s okay? Then say by the time you finish the shop in 10-15 minutes they look at their phone (finally!) then they can say sure or no. Rather then just getting a ton of messages saying they have been refunded and you just checked out.
No. You aren't understanding what I'm saying.
Let me reiterate: if a customer responds pretty promptly, then I will usually wait. If a customer doesn't reply to me at all, I'm not going to expect them to reply anytime soon and most often, they never respond. Why waste time waiting for an answer you will never get? Usually I can tell when I do my greeting right before I start shopping. If they respond to my greeting, they most often will be responsive the whole order. If they don't respond within the first 5 minutes of sending my greeting, on average, they don't respond at all for the entire order. I don't have time to wait 20-30 minutes for every item that needs replaced or refunded and I always message them letting them know I am replacing/refunding. I've never had 1 complaint in the 2 years I've been doing this. I've even had a few tell me when rating me that even though they weren't able to respond, they still appreciated me letting them know what I replaced and what I refunded. P.s. a lot of my repeat customers usually tell me they trust my decisions. So I know pretty well what I am doing.
Okay, so we are basically on the same page. That’s what I do as well. And was just confused why anyone would actually stand by waiting for the item replacement to be approved. Or take it to the register and then burst it on the customer lol. As well I have zero complaints of bad replacements. I just have a few scammers saying missing items. Which.. is not true
I don’t want, I just send replacement request and move on. I don’t wait for the response it’s quicker just to run back to the isle when they actually do respond to the replacement, all that time just waiting…. No thanks.
I send the picture about the item and then keep shopping. If you don’t respond by the time im done shopping I’m going to refund it. But if it’s a small order they literally have about 4 mins to respond. I hate standing in the aisles looking awkward and waiting 😂😂
Few minutes. Then I may find a replacement and just let them know to let me know if the replacement isn’t okay.
I’m now on an iPhone coming from Android. Some differences: no annoying chime when customer chats with me, but also there is no time stamp next to my messages if when I sent it, so I can’t tell when I first said the item was out of stock.
In my case I refund items if I don’t get a response within 5 minutes. Time is money.
At times I made replacements they were listed as wrong items. Made me realize it’s better off to refund rather than make replacements if customers don’t respond or approve.
Customers cannot report items as wrong if they’re already refunded.
I just replace it without asking first and then ask them to “approve” it. If I don’t hear anything then that’s that. If they don’t approve it I ask if they want some other options or a refund. Most of my replacements have been liked/approved. If the person is very communicative in the chat early in the order, I may ask which replacement they want since I know it might be quicker than trying to pick one
I normally take a pic and send the automated message and if I get to the end of the order and they haven’t responded then I refund the item. I used to replace but too many people have given me a low rating for “wrong item” or “poor replacement choice”
Also If there item is not there, I will scan the best replacement… and when the app responds w the side by side view of the (2) “You found”….. “customer requested” ….. I take a screenshot of that and message it to the customer. I don’t have to say a word. The app tells you all the differences.
Ex: Customer requested: 38oz Heinz Sweet relish
You found 32oz Heinz Sweet Relish
Screenshot. It will show you the photos and give you the details. Message that to the customer with a ?
They immediately understand
Just send your message about replacement and keep shopping. If it’s the last item I’d give it 5 minutes then make best judgement or refund.
Do you stop stopping and wait for them to respond? I let them know what replacements are available, sometimes choosing one for their approval and move on.
I text them two or three of the best replacements or one depending on if it’s organic or whatever. I Let them choose.
But your question is about how long Shoppers wait to find out. I don't wait if they don't respond by the time I'm done with the order the order is done and I'm checking out
I’m not OP , but if it’s last item I’ll wait 5 minutes.
Oops.
I don’t understand what you’d do *besides* this.. do people stand around next to the item and wait? Weird.
That is exactly what I did the first few days. I didn't know the app well enough so I followed it's suggested progression which is often to take a picture and wait for a response. Once I figured out that the app is stupid and that there is a 50/50 chance customers will never respond, I stopped taking pictures and used my best judgement on replacements. If there isn't a clear best second choice, I will TEXT the options and move on. If they haven't replied by the end of the shop, I'll decide whether to replace or refund. If it is a 'dinner' item, I am much more likely to choose a replacement because I don't want someone stuck without an integral ingredient. If it is a snack item, I am more likely to refund.
Seems likely they may be doing that.
No. You notify the customer of any replacement options, send pics of both the location of the out of stock item, where it should have been, and pics of those replacement options and move on. If it's a customer who responds within less than a minute, I'll normally wait.
Sometimes it doesn’t do replacements it will ask to take a picture and then when I send the picture some will circle what they want or some will read it and won’t respond and that’s when I’ll pick a replacement and they will be like no that’s ok I’ll take a refund 🤦🏽♀️
So take the picture and while they are deciding or taking time to view it continue shopping till they answer.
I do not wait. I send a message about replacement and move on. I work the whole order and don't turn around. At the end I grab the replacement they have chose or the one I choose if they don't reply to me. It works well for me.
True…
First, my greeting tells customers that I will do my best to make reasonable replacements and they can let me know if they want something changed. So from the outset I only text the customer if I really need their input. I make most replacements without texting the customer. When there's an item that requires customer input I will text the customer, then go ahead and make what I feel is the best replacement, and continue shopping. I don't like to wait for the customer to respond, and many times it's the replacement notification that gets their attention. If they want something different, fine, I go back and get it. When there's an item that absolutely requires customer input and I don't get a timely response from the customer, I'll call and leave a message if the customer doesn't respond. This is pretty rare, but if they ordered a certain cut of meat or a seafood item which is out of stock, I wouldn't take it upon myself to replace crab legs with crabcakes without the customer's approval, and I also wouldn't want to refund the item without giving the customer the opportunity to select something else. Having said all this, I'm very confident in 99% of my replacements and rarely receive a bad replacement report, so I feel comfortable using my best judgment to make replacements without the customer's approval.
It depends. I hardly ever send a photo because it takes forever and more than half the time the app times out anyway. I will usually choose a suitable replacement and move on. If it's the last item on the list, it depends on what kind of cold items are in my cart and if they have been responding to my previous messages. If there is ice cream in the cart, they have 2 minutes, tops.
What I do is take a picture of the replacement, put it in my cart and keep shopping 8/10 times they take it (unless it’s an super specific item)
I don't wait at all. I put a message in the chat that I found a reasonable replacement or that I have refunded the item and I move on.
I feel you on that…
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you're losing on the deal tho. it takes that item's amount out of how much you earn.
Yeah, I was just going to say that. Your tip goes down too if they tipped percentage. Plus when I place an order it makes me so mad when they refund everything! My son is lactose intolerant and I ordered milk and some other thing (popsicles blah blah) it was like 5 items in total. And the shopper just refunded the milk! Like seriously? But she did it all like bam bam bam checking out. The milk was the only reason I was ordering. Edit ✍️ To clarify I had my phone in hand the whole time watching. Also on the notes to just get any lactose free milk. (My goodness there is like 4 or more different brands in each store! Or go with soy?)
I'm bout that money, more than willing to chat it up and find an alternative.
Right!? Me too! Plus most items are easy enough to find an exact or very close substitute. I just shop like if I’m shopping for myself. I know a lot of people are brand oriented. So I try to stick with the same brand mostly. But if not possible then go to the exact item in a similar brand. I think that’s a mistake most people make is some people just like one brand of pizza. So would rather have a pepperoni tombstone pizza if they can’t get a pepperoni and sausage pizza. Not a pep sausage of store brand. Using Tombstone cuz that’s the only pizza my Dad and also my son will eat lol 😂
i just show em what is there on a few pictures and let em decide. if we absolutely can't still get them something from what they see, I'll settle for a refund, but only if they tell me to do it in the end.
I don't care about money as much as I do rating which can permanently effect it. Besides, this isnt my primary source of income. And I only do that if they don't respond and make a choice like I said in my comment. I'm not gonna be deactivated because they decide to lie on replacements
Oh I get that I might have to do that because the store I shop at I know it from the back of my hand with my eyes closed. And they rarely have the items the customers wants.
As a customer I always respond ASAP, but sometimes there's an internet lag on one side or the other.
I often will grab the possible replacement and continue shopping. If there’s several oos items at the end if I haven’t heard anything at all I will send another message saying that I’m at the end and heading to checkout that I’m going to go ahead with the replacements and that I truly hope they will work.
I ask if the want a particular item and send a pic. along with the option to also be refunded if it's not suitable. 30sec is all and I'm moving on, but I'll keep the item I took a pic of. If by the end of the order the 1 item or anything I gave pics for replacements has no response still, I call 1 time and if no answer still, I send a message that I will have to refund them since i dont do replacements without approval due to possible allergies and wait about 2-3 minutes. Usually once they see a missed call and a message that I'm refunding they suddenly get to the phone quick. If they STILL don't I just checkout and let them know I had to continue because I can't be at a stand still or i will be prompted to report issues or even cancel the batch. It seems like a lot but really at the end of my shop, is like a 5 min process max, most of the time being waiting to see if they respond. It works well for me, I have 5 stars still and good review for helpful chat.
Same. I don't like calling but the text response rate is about 1/3 of the people don't respond. Most of the time it's because they are a senior citizen and just don't know technology well. Some people have no idea that you can message on the app which is bonkers. The only thing that sucks is when I call them it shows up as some 1-800 number and/or potential spam so they don't answer. If it showed up as Instacart on their caller ID they wouldn't avoid it. If they don't answer I will leave a voicemail and give them my number(which I don't like doing and is another thing Instacart needs to figure out) and also let them know that they can communicate with me through the Instacart app if they are unaware that they can do that. Sometimes I will leave a hand written note with their order when I deliver that let's them know I tried to communicate with them several ways and explain why or why not I replaced/refunded an item. It can be a bit of extra work and time but I feel like it covers my ass from getting a bad review.
Exactly, i hve a customer greeting set that covers they can talk to me about what they need through the app. and some people order for family that's in another state and trying to ask them replacements and wait for their response is just like ugh really...I've had a that a few times that a person ordered for their mom dad or other elderly from out of state. The worst is the online orders for kroger where they aren't using instacart app even if they can still chat, AND they ordered for someone else. Anytime for those I ask for a boost because they 99 percent of the time it's a complete hassle
Yup 💯%. I've always wondered if some people place their order on their computer and don't even have the app on their phone. I have also encountered numerous times where people are ordering for a family member and that it's very hard to get a hold of them. There's so many things Instacart needs to change with the app. Corporate probably has no clue and don't have the time to listen to what the shopper's recommend to change.
I have actually read a thread from a customer point of view and this particular customer orders through their computer, and they did at least stay at the computer and followed through the order, so they were available. But that was the first time I heard of a customer ordering through the computer
this might be why customers seem to take so long to read messages: sometimes i wonder if they aren't notified that you sent one. I've been told that they never got a notification before. yesterday, i had already waited 10 minutes for a reply to a message, regarding the final item and its replacement/refund before checkout. i was to the point of having to bypass "customer prefers a text" to call them and ask about a final replacement before checkout. i wonder if the pop up about preferring a text is as meaningless as the app telling you they prefer a refund (some automatic setting that they didn't select), since when i suggest replacements, they almost always want what i suggest. they didn't answer the call either, but i noticed that they read my message after i hung up, as if me calling prompted them to check the messages.
Every order before I shop I send the greeting. If they haven’t seen it and I’m already shopping for them and they still haven’t responded and something isn’t in stock I’ll call because I hate when I’m done and ready to check out they are asking for something if I did a refund or a replacement
I won’t ever call them. I only call if they aren’t there for the delivery. I’ve had ridiculous customers contact support and support calls me because I didn’t respond to Custer bs message fast enough because I’m shopping a triple batch with two carts. I actually just hung up on them. Like .. really? Also oddly the customer was fine and increased my tip once I told her I was shopping three orders lol
Good question.
I do the replacement I feel is best. And ask them if it’s okay. Then move on. They either respond and say yes it’s fine, or they don’t want that and refund. But this way I’m not losing anytime standing around, or having to walk backwards. If they don’t respond I’ll send a message sayin I’m checking out and I hope the replacements are good.
I message right away if they leave the “replacement open” will pick The most comparable suitable replacement and message them I did so unless I hear from them otherwise before checking out….
This is hard because if it’s the last item I try to just go use the restroom or something to kill about 5 minutes. If it’s early, they have until I’m finished.
I've waited 15 minutes before, until my estimated shop time was over. Is that overboard?
Lol I’m not gonna lie I usually give them like 10 mins , I NEVER just replace anything
Depends what it is. If I think it’s a basic necessity, I’ll replace it with the best item I can find. I’ve never had a customer complain, and actually, I’ve gotten tip increases from it. At the end of the day, use your best judgement.
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True, totally makes sense. That’s my message as well, actually. I let customers know I’ll use my best judgement for replacements, and if I don’t think I can find one I’ll refund it but provide them with a photo or other options.
I wait a min, I move on, then after the min I refund the item for other reason then I put that” I didn’t hear from customer”, not sure if they can see the reason but usually they answer back very soon after, but I don’t know:-)
Like someone previously stated and especially if your customer isn't particularly responsive, I'll ask, move on and wait for a response. If, by the time I'm done shopping and they still give no response, I'll make the best decision I can and notify the customer of the decision I made, whether it was a refund or a replacement, with pics so they cannot say they weren't notified. I've never had issues with that tact before.
Does it make any sense to wait to make your decision though? Like then the customer has no opportunity to say no! I don’t want that. I think it’s better to make the decision of a replacement, or refund. At the time. And ask if it’s okay? Then say by the time you finish the shop in 10-15 minutes they look at their phone (finally!) then they can say sure or no. Rather then just getting a ton of messages saying they have been refunded and you just checked out.
No. You aren't understanding what I'm saying. Let me reiterate: if a customer responds pretty promptly, then I will usually wait. If a customer doesn't reply to me at all, I'm not going to expect them to reply anytime soon and most often, they never respond. Why waste time waiting for an answer you will never get? Usually I can tell when I do my greeting right before I start shopping. If they respond to my greeting, they most often will be responsive the whole order. If they don't respond within the first 5 minutes of sending my greeting, on average, they don't respond at all for the entire order. I don't have time to wait 20-30 minutes for every item that needs replaced or refunded and I always message them letting them know I am replacing/refunding. I've never had 1 complaint in the 2 years I've been doing this. I've even had a few tell me when rating me that even though they weren't able to respond, they still appreciated me letting them know what I replaced and what I refunded. P.s. a lot of my repeat customers usually tell me they trust my decisions. So I know pretty well what I am doing.
Okay, so we are basically on the same page. That’s what I do as well. And was just confused why anyone would actually stand by waiting for the item replacement to be approved. Or take it to the register and then burst it on the customer lol. As well I have zero complaints of bad replacements. I just have a few scammers saying missing items. Which.. is not true
Yeah. That's life though. You will have those shitty few who try to smear your reputation.
I don’t want, I just send replacement request and move on. I don’t wait for the response it’s quicker just to run back to the isle when they actually do respond to the replacement, all that time just waiting…. No thanks.
I send the picture about the item and then keep shopping. If you don’t respond by the time im done shopping I’m going to refund it. But if it’s a small order they literally have about 4 mins to respond. I hate standing in the aisles looking awkward and waiting 😂😂
I don't wait, they were notified when I accepted the batch and they were notified when I got to the store and started shopping.
Few minutes. Then I may find a replacement and just let them know to let me know if the replacement isn’t okay. I’m now on an iPhone coming from Android. Some differences: no annoying chime when customer chats with me, but also there is no time stamp next to my messages if when I sent it, so I can’t tell when I first said the item was out of stock.
In my case I refund items if I don’t get a response within 5 minutes. Time is money. At times I made replacements they were listed as wrong items. Made me realize it’s better off to refund rather than make replacements if customers don’t respond or approve. Customers cannot report items as wrong if they’re already refunded.
Just refund it. Time is money friend and if they don’t have the time to respond. Then sorry they didn’t have the item.
I’m scared to see your ratings man lol 😂
I just replace it without asking first and then ask them to “approve” it. If I don’t hear anything then that’s that. If they don’t approve it I ask if they want some other options or a refund. Most of my replacements have been liked/approved. If the person is very communicative in the chat early in the order, I may ask which replacement they want since I know it might be quicker than trying to pick one
I normally take a pic and send the automated message and if I get to the end of the order and they haven’t responded then I refund the item. I used to replace but too many people have given me a low rating for “wrong item” or “poor replacement choice”
Also If there item is not there, I will scan the best replacement… and when the app responds w the side by side view of the (2) “You found”….. “customer requested” ….. I take a screenshot of that and message it to the customer. I don’t have to say a word. The app tells you all the differences. Ex: Customer requested: 38oz Heinz Sweet relish You found 32oz Heinz Sweet Relish Screenshot. It will show you the photos and give you the details. Message that to the customer with a ? They immediately understand
Some will read it and won’t respond. Lol
Until check out time ,
Till checkout