If a menu item becomes unavailable after a Customer places an order, contact the Customer through the Shopee Partner App. Ask whether they'd like a replacement item of similar price and portion, or prefer to cancel the order.
Prevent this from happening again: Keep menu availability up to date. For more information on how to update the stock availability of a menu item, you may refer to this article.
Log in to the Shopee Partner App.
Click on Order Tab.
Under the Ready tab, select the order containing the out-of-stock item.
Click ‘Edit/Cancel Order’.
Select ‘Cancel Order’. Note: The “Proceed” button will be greyed out until you’ve contacted the Customer to inform them of the out-of-stock item.
Contact the Customer via the in-app chat function in your partner app to let them know of the out-of-stock item and their options.
Tap “Proceed”.
On the ‘Cancel Order’ page, select Item Out of Stock as the Reason for Cancellation, then tap ‘Confirm’.
A confirmation prompt will appear. Click “Yes, Cancel” to confirm.
Select the unavailable item/s, then click on ‘Confirm’. This updates your menu so the item isn't ordered again by other Customers.
Set how long the item will remain unavailable, then tap ‘Confirm’.
You order is now cancelled.
Log in to the Shopee Partner App.
Tap the Order tab.
Under the Ready tab, select the order containing the out-of-stock item.
Click ‘Edit/Cancel Order’.
Select ‘Edit Order’.The “Proceed” button will be greyed out until you’ve contacted the Customer to inform them of the out-of-stock item..
Contact the Customer via the in-app chat function in your partner app to let them know of the out-of-stock item and their options.
‘Edit/Cancel Order’.
Tap “Proceed” only after the Customer has agreed to the replacement. If the Customer doesn't agree or doesn't respond, cancel the order instead—see the guide above.
On the Edit Order page, tap ‘Edit’ next to the item you’re replacing.
Tap Change Item/Option then select ‘Change Item’.
From the list of available products, select the replacement item agreed to by the Customer.
Tap ‘Confirm Order’.
Update the availability of the item you replaced, then tap ‘Next’. This updates your menu so the item isn't ordered again by other Customers.
Set how long the item will remain unavailable, then tap ‘Confirm’.
The order will now show as Modified by Merchant.
Prepare the agreed order and hand it over to the Delivery Partner when they arrive.
The replacement may not be reflected on the order details page in your partner app but new item price will be reflected.
Do not adjust the price or collect an extra amount from the Customer for the replacement. This is why replacement items must be of similar price and portion to the original.
Always get the Customer’s agreement before replacing an item.
If the Customer does not agree to a replacement, cancel the order by following the steps above.
If an item is unavailable, decline or manage the order according to the options available in the Shopee Partner App to ensure that all accepted orders can be fulfilled.