What to Do if the Item the Customer Purchased is Out of Stock

What to Do if the Item the Customer Purchased is Out of Stock

Occasionally, an item a customer orders might be out of stock. Don’t worry—PortalPuff has a recommended process to handle this situation and ensure the customer still has a great experience. Here’s what to do if this happens.

Step 1: Wait for the Driver to Arrive

For delivery orders, we recommend waiting until the delivery driver arrives at your store. Once they’re there:

• Ask the Driver to Call the Customer

  • The driver can contact the customer directly to ask about a replacement item or flavor.

  • When the driver calls, the customer’s caller ID will display the company name (e.g., DoorDash), which increases the chances of the customer answering the call.

Step 2: Contact the Customer Yourself (Optional)

If you prefer, your store can contact the customer directly:

• Call the Customer: Use the phone number provided in the order details to call and inform them of the stock issue.

• Text the Customer: If you’re unable to reach them by phone, send a polite text explaining the situation and requesting their preference for a replacement.

Tip: Clear communication goes a long way in maintaining customer satisfaction.

Step 3: Offer Replacement Options

When speaking with the customer (via the driver or directly), be prepared to:

• Suggest similar items or flavors that are in stock.

• Confirm with the customer before finalizing the replacement.

Step 4: Update the Order

Once the customer has selected a replacement, make the necessary adjustments to the order:

• Prepare the replacement item for delivery or pickup.

Preventing Stock Issues in the Future

To reduce the likelihood of stock-related issues, we recommend:

• Keeping Your Online Menu Updated

  • Regularly review and update your inventory on the PortalPuff platform to reflect what’s in stock.

  • Remove or mark unavailable items to avoid customer confusion.

• Train Your Team

  • Ensure employees are familiar with the process for managing out-of-stock items and contacting customers.

Need Assistance?

If you have questions about managing out-of-stock items or updating your menu, our support team is here to help:

• Email: support@portalpuff.com