Order substitutions

Overview

When a product is out of stock, wholesalers commonly substitute a similar line rather than short the order. The problem is when the customer first finds out at the point of delivery: rejected items, credit notes, and an unhappy phone call.

The order substitution message tells the customer about the change ahead of the delivery, with a clear apology and a direct route to your team if the substitute does not work for them.

What the customer receives

When your system reports a substitution on an order, the customer's opted-in contacts receive a WhatsApp message like this:

The message includes:

• The order number, so the customer knows exactly which order is affected
• The product that was unavailable and the product it has been replaced with
• A clear apology for the change
• A Call us button so the customer can ask questions or object to the substitution before the delivery

How it works

1. Your ERP or back-office system triggers the order substitution event through the ProConnect API, passing the order reference, the customer reference, and the products affected — the original and the substitute.
2. ProConnect matches the customer reference to the customer and sends the pre-approved template to their opted-in contacts.
3. If the substitute does not work for the customer, they tap Call us and your team can put it right before the delivery goes out.

Benefits

• No surprises at the door. The customer knows about the change before the delivery arrives.
• Fewer rejected deliveries and credit notes. Problems are raised while they are still cheap and easy to fix.
• The customer gets a say. They can query or object to the substitution in advance, rather than being stuck with it.
• Trust is maintained. A prompt, honest apology with a named replacement reads far better than an unexplained swap on the delivery note.