Skip to main content
If a product is unavailable after an order has been placed, users can substitute it with a similar product. These substitutes are pre-configured at the product level, and then either performed automatically, or manually selected by an Order Admin or Fulfiller user. This allows users to fulfill the order for the original sale price (if applicable), improve customer experience by delivering products similar to the desired product, and supports business models that may frequently use substitutes such as groceries. If a product is unavailable after an order has been placed, users can substitute it with a similar product. These substitutes are pre-configured at the product level and then either performed automatically or manually selected by an order admin or fulfill our user. This allows users to fulfill the order for the original sale price if applicable. Improve customer experience by delivering products, similar to the desired product, and supports business models that may frequently use substitutes such as groceries. In this video, I’m going to demonstrate how to create and manage Product Substitutions in the KIBO product catalog, as well as how to manage them during the ordering and fulfillment process.The first thing we’ll do is check some General Settings for Product Substitutions. To do that, we’ll navigate to the General Settings menu. In this video, I’m going to demonstrate how to create and manage Product Substitutions in the KIBO product catalog, as well as how to manage them during the ordering and fulfillment process. The first thing we’ll do is check some General Settings for Product Substitutions. To do that, we’ll navigate to the General Settings menu. In the left-hand menu, click on the “SYSTEM” tab, then click “Settings”, then click “General”. In the left-hand menu, click on the “SYSTEM” tab, then click “Settings”, then click “General”. This is the General Settings menu. This is the General Settings menu. General Settings are configured at the Parent Catalog and Site level. Each Site will have it’s own configurable settings. General Settings are configured at the Parent Catalog and Site level. Each Site will have it’s own configurable settings. For this demonstration, we’ll configure the Product Substitution settings for the “Mystic Sports” Site. For this demonstration, we’ll configure the Product Substitution settings for the “Mystic Sports” Site. On the navigation bar underneath the “General” section, we’ll click “Site” On the navigation bar underneath the “General” section, we’ll click “Site” Scroll down to Fulfillment Settings. Here, we want to designate whether we want the system to update the product pricing if a substitution occurs. Leaving this off will keep the original products pricing. Scroll down to Fulfillment Settings. Here, we want to designate whether we want the system to update the product pricing if a substitution occurs. Leaving this off will keep the original products pricing. Repricing on substitutions is optional. Payment may or may not be affected, depending on the difference between the substitute item and original item’s pricing: If the substitute item’s price is lower than the original item, then the difference will be credited to the customer. If the substitute item’s price is higher than the original item, all shipments on the order will be blocked from fulfillment until an additional payment for the difference is authorized. An email notification can be sent to the shopper informing them of any further required action. If the substitute item’s price is the same as the original item, there will be no impact to payment. Shoppers are always empowered to accept or decline product substitutions when placing orders. They can also request final approval for any substitutions that could be made. Repricing on substitutions is optional payment. May or may not be affected depending on the difference between the substitute item and original items pricing. If the substitute items price is lower than the original item. Then the difference will be credited to the customer if the substitute items, price is higher than the original item. All shipments on the order will be blocked from fulfillment and tell an additional payment for the difference is authorized. An email notification can be sent to the Shopper informing them of any further required action. If the substitute items price is the same as the original item. There will be no impact to payment. Shoppers are always empowered to accept or decline products substitutions when placing orders. They can also request final approval for any substitution that could be made. To configure the email for substitution payment notification, click “Email” in the navigation bar. To configure the email for substitution payment notification, click “Email” in the navigation bar. In the “Shipment Emails” section, we can enable the “Substitution - payment required” email if we’ve toggled on the “Reprice on substitutions” feature. In the “Shipment Emails” section, we can enable the “Substitution - payment required” email if we’ve toggled on the “Reprice on substitutions” feature. Once we’ve configured the Substitution settings, we’ll click “Save”. Once we’ve configured the Substitution settings, we’ll click “Save”. Next, we want to verify that the Substitution Product Attributes have been created. For that, on the “SYSTEM” tab, we’ll click on “Schema”, and then “Product Attributes”. Next, we want to verify that the Substitution Product Attributes have been created. For that, on the “SYSTEM” tab, we’ll click on “Schema”, and then “Product Attributes”. In the “Search bar at the top of the “Product Attributes” menu, we’ll type in “Substitut” to search for the Substitution Product Attributes. If Substitutes have been enabled on the tenant, the system will automatically create these attributes, with no further attribute configuration required of the user. If these attributes do not appear automatically, contact KIBO support for further assistance. In the “Search bar at the top of the “Product Attributes” menu, we’ll type in “Substitut” to search for the Substitution Product Attributes. If Substitutes have been enabled on the tenant, the system will automatically create these attributes, with no further attribute configuration required of the user. If these attributes do not appear automatically, contact KIBO support for further assistance. Once we’ve verified the Product Attributes, we need to add them to the Product Types where we want Product Substitutions to occur. Remember, all Products are created with a Product Type, which we configure with all of the specific Product Attributes required for those Products. Once we’ve verified the Product Attributes, we need to add them to the Product Types where we want Product Substitutions to occur. Remember, all Products are created with a Product Type, which we configure with all of the specific Product Attributes required for those Products. On the “Product Types” menu, we’ll search for the “New Product Type” we created previously. Then we’ll click on it to edit. Alternatively, we could create a new Product Type by clicking the “Create New Product Type” button on the upper right. On the “Product Types” menu, we’ll search for the “New Product Type” we created previously. Then we’ll click on it to edit. Alternatively, we could create a new Product Type by clicking the “Create New Product Type” button on the upper right. Under the “Properties” section, we want to add the Product Substitution Attributes by clicking “Add” on the top right and scrolling to these selections. Under the “Properties” section, we want to add the Product Substitution Attributes by clicking “Add” on the top right and scrolling to these selections. “Allow Auto Substitutions” is an optional attribute that, when enabled, allows the system to automatically substitute out-of-stock items with a pre-selected list of replacements. When disabled, all substitutions will be initiated manually. Allow Auto substitutions as an optional attribute that when enabled allows the system to automatically substitute out of stock items, with a pre-selected list of Replacements, when disabled, all substitutions will be initiated manually. “Substitute Products” is the attribute where we’ll define the products that are acceptable substitutions. Alternatively, if a user needs to define substitutions for a configurable product with options, there is a “Substitute Variants” attribute that needs to be added to the “Variant Properties” section, which will discuss shortly. Depending on the Product Usage, one of these is required to enable Product Substitutions. Substitute products is the attribute where we’ll Define the products that are acceptable substitutions. Alternatively, if a user needs to Define substitutions for a configurable product with options, there is a substitute variance attribute that needs to be added to the variant property section, which we’ll discuss shortly the pending on the product usage. One of these is required to enable product substitutions. If more than one product will be required as a substitution, make sure that the “Allow Multi select” checkbox is checked. If more than one product will be required as a substitution, make sure that the “Allow Multi select” checkbox is checked. The optional “Hide Product” attribute can be configured if a user has products that will only used for substitutions, and therefore should not be displayed on the storefront for purchase. The optional “Hide Product” attribute can be configured if a user has products that will only used for substitutions, and therefore should not be displayed on the storefront for purchase. As mentioned earlier, the “Substitute Variants” attribute can be added under the “Variant Properties” section to configure for products that have options. Each product variant can have it’s own set of substitute products. Again, depending on the Product Usage, either “Substitute Variants” or “Substitute Products” is required to enable Product Substitutions. As mentioned earlier, the “Substitute Variants” attribute can be added under the “Variant Properties” section to configure for products that have options. Each product variant can have it’s own set of substitute products. Again, depending on the Product Usage, either “Substitute Variants” or “Substitute Products” is required to enable Product Substitutions. When all necessary attributes have been added, click “Save”. When all necessary attributes have been added, click “Save”. Next, let’s configure the “Substitute” Product Attributes that we just added to our “New Product Type” on a product in the catalog. In the menu, on the “MAIN” tab, click “Catalog”, then click “Products”. Next, let’s configure the “Substitute” Product Attributes that we just added to our “New Product Type” on a product in the catalog. In the menu, on the “MAIN” tab, click “Catalog”, then click “Products”. On the “Products” menu page, using the “Search” bar at the top, we’ll search for and click on our “New Product - Standard”. This will demonstrate how to configure Substitution attributes on a Standard product. We’ll demonstrate how it works on Configurable Products with Options shortly. On the products menu page, using the search bar at the top will search for and click on our new product standard. This will demonstrate how to configure substitution attributes on a standard product. We’ll demonstrate how it works on configurable products with options shortly. On the product page, we’ll click “Properties” on the navigation bar underneath the Catalogs, which will take us directly to the Product Property Attributes section. On the product page, we’ll click “Properties” on the navigation bar underneath the Catalogs, which will take us directly to the Product Property Attributes section. If applicable for this product, click “Allow Auto Substitutions”. Again, this allows the system to automatically select from a pre-determined list of product substitutes. If disabled, all substitutions will be initiated manually. If applicable for this product, click “Allow Auto Substitutions”. Again, this allows the system to automatically select from a pre-determined list of product substitutes. If disabled, all substitutions will be initiated manually. To select substitute products, click the dropdown on the right, or type to search, then click each desired product to add it to the list. To select substitute products, click the dropdown on the right, or type to search, then click each desired product to add it to the list. Keep adding products as needed. The system allows for up to 10 substitute products to be identified. Keep adding products as needed. The system allows for up to 10 sub-intervals. Again, if this product will only be used as a substitute product and should not be offered for sale on the storefront, configure the “Hide Product” attribute as “Substitute-only”. Again, if this product will only be used as a substitute product, and should not be offered for sale on the storefront configure the hide product attribute as substitute only, Once all Substitute Property Attributes have been configured as needed, click “Save”. Once all Substitute Property Attributes have been configured as needed, click “Save”. For a Configurable Product with Options, Substitution Attributes are added a little differently. On the product page, we’ll click “Options” on the navigation bar underneath the Catalogs, which will take us directly to the Product Option Attributes section. For a Configurable Product with Options, Substitution Attributes are added a little differently. On the product page, we’ll click “Options” on the navigation bar underneath the Catalogs, which will take us directly to the Product Option Attributes section. in the Options section, click the “Select Values” button to access the “Edit Variants” screen. in the Options section, click the “Select Values” button to access the “Edit Variants” screen. On the “Edit Variants” screen, under the “Variant Properties” column, click the “Active Properties” link to access each variants’ product properties attributes. On the “Edit Variants” screen, under the “Variant Properties” column, click the “Active Properties” link to access each variants’ product properties attributes. Depending on the product variants, it’s possible that not all variant attributes will apply. Click the checkbox next to the attribute or attributes required to define the product variant properties to make them active. Here, we’ll enable the “Substitute Variants” attribute. Depending on the product variants, it’s possible that not all variant attributes will apply. Click the checkbox next to the attribute or attributes required to define the product variant properties to make them active. Here, we’ll enable the “Substitute Variants” attribute. Just like we did with the Standard Product, we’ll enter up to 10 products in this attribute by clicking on the dropdown or typing to search. Just like we did with the standard product. We’ll interrupt the 10 products in this attribute by clicking on the dropdown, or typing, to search. Once all applicable substitute products have been added to this variant, we’ll click “Save”. We can repeat this process to add substitute items to any other product variants. Once all applicable substitute products have been added to this variant, we’ll click “Save”. We can repeat this process to add substitute items to any other product variants. Next, we’ll see some of the tools available to Customer Service Representatives for Product Substitution when placing an offline order. To do this, on the left menu, on the “MAIN” tab, click “Orders”, and then the “Orders” sub-menu. Next, we’ll see some of the tools available to Customer Service Representatives for Product Substitution when placing an offline order. To do this, on the left menu, on the “MAIN” tab, click “Orders”, and then the “Orders” sub-menu. This is the Orders menu screen. We’ll talk more in-depth about Orders and Order Management in a separate video. This is the orders menu screen. We’ll talk more in depth about orders and Order management and a separate video. For now, we’re going to be a CSR, assisting a shopper with an offline order. We’ll start by clicking the “Create Order” button on the top right. For now, we’re going to be a CSR, assisting a shopper with an offline order. We’ll start by clicking the “Create Order” button on the top right. Then we’ll choose the Site we’re creating the new order on. In this example, we’ll choose “Mystic Sports”. Then we’ll choose the Site we’re creating the new order on. In this example, we’ll choose “Mystic Sports”. Next, we’ll need to add a customer. We can do that by clicking the dropdown on the “Customer Search” bar, or typing to search. Alternatively, if this is a New Customer, we can click the green “Create New Customer” button and add all relevant customer details there. Next, we’ll need to add a customer. We can do that by clicking the dropdown on the “Customer Search” bar, or typing to search. Alternatively, if this is a New Customer, we can click the green “Create New Customer” button and add all relevant customer details there. Now, we need to add items to the order. To do that, in the “Order Details” section, click the “Edit Details” button. Now, we need to add items to the order. To do that, in the “Order Details” section, click the “Edit Details” button. This opens a window where we can add products to the order. In the “Product Search” section, click the dropdown or type to search for products. This opens a window where we can add products to the order. In the “Product Search” section, click the dropdown or type to search for products. Once the product has been located, click on it to add it to the order. Select the product Fulfillment Type from the Fulfillment Search dropdown. Then edit the product quantity. Shoppers can indicate whether they’re open to substitutions during the checkout process. This determines whether substitutions are allowed on their order or require fulfillers to contact them first, as well as the substitute item that is prioritized during automatic substitution. Shoppers can indicate whether they’re open to substitutions during the checkout process. This determines whether substitutions are allowed on their order or require fulfillers to contact them first, as well as the substitute item that is prioritized during automatic substitution. If the shopper is willing to accept substitutions, the list of potential substitutes for that product will be displayed. The shopper can select one as their preference, and the system will attempt to substitute with that item first when an automatic substitution is performed. If the shopper doesn’t indicate a preferred item, then the system will attempt substitution in order of priority as defined in the product settings. If the shopper is willing to accept substitutions, the list of potential substitutes for that product will be displayed. The shopper can select one as their preference, and the system will attempt to substitute with that item first when an automatic substitution is performed. If the shopper doesn’t indicate a preferred item, then the system will attempt substitution in order of priority as defined in the product settings. If the shopper requires their consent, then substitutions will not be performed automatically, and will need to happen manually after contacting the shopper. If the shopper requires their consent, then substitutions will not be performed automatically, and will need to happen manually after contacting the shopper. If the shopper is not willing to accept substitutions, then substitutions will not be performed automatically nor available during fulfillment. If the shopper is not willing to accept substitutions, then substitutions will not be performed automatically nor available during fulfillment. If the product has substitute items available, the “Replace Item” link will appear. If a CSR has determined that a product is not currently available, clicking this link opens a window that lists the substitute products. If the product has substitute items available, the “Replace Item” link will appear. If a CSR has determined that a product is not currently available, clicking this link opens a window that lists the substitute products. This is the list of substitute products identified as potential replacements. Once a preferred substitute has been identified, click the checkbox next to that item, then click the “Add replacement(s)” button. This replaces the original item on the order. Pricing will also be updated to reflect the new item as long as the “Reprice on substitution” setting was checked in the General Settings, as shown earlier. This replaces the original item on the order. Pricing will also be updated to reflect the new item as long as the “Reprice on substitution” setting was checked in the General Settings, as shown earlier. If the “Auto Add Replacement” attribute is enabled on a product, the system will automatically substitute items that do not have inventory, assuming the shopper has consented to replacements. If the “Auto Add Replacement” attribute is enabled on a product, the system will automatically substitute items that do not have inventory, assuming the shopper has consented to replacements. Lastly, let’s look at how products can be substituted during order fulfillment. On the left menu, on the “MAIN” tab, we’ll click “Fulfiller”. Lastly, let’s look at how products can be substituted during order fulfillment. On the left menu, on the “MAIN” tab, we’ll click “Fulfiller”. Product Substitutions can be enabled for Ship To Home, Pickup In Store, and Delivery shipments. In this example, we’ll scroll down and choose the “Accept Shipment” step of the “Ship to Home” workflow. Product substitutions can be enabled for ship to home. Pick up in store and delivery shipments. In this example, we’ll scroll down and choose the except shipment step of the ship to homework flow. On the “Ship to Home” list, we’ll select shipment number 5277. Clicking directly on the number will open up the Ship to Home Fulfillment workflow window. On the “Ship to Home” list, we’ll select shipment number 5277. Clicking directly on the number will open up the Ship to Home Fulfillment workflow window. On this first step of the Ship to Home Fulfillment workflow, click “Yes” to Accept the Shipment. On this first step of the Ship to Home Fulfillment workflow, click “Yes” to Accept the Shipment. On the second step, we need to Validate Items are in stock. If substitute items are available, and we change the “In Stock” value to less than the quantity that was ordered, in this case zero, a “Substitute” button will appear. On the second step, we need to Validate Items are in stock. If substitute items are available, and we change the “In Stock” value to less than the quantity that was ordered, in this case zero, a “Substitute” button will appear. Clicking the “Substitute” button will bring up the “Substitute Item(s) in stock” window. The first thing we’ll do is select the reason why this substitution is being made from a dropdown list. Clicking the “Substitute” button will bring up the “Substitute Item(s) in stock” window. The first thing we’ll do is select the reason why this substitution is being made from a dropdown list. Then we’ll adjust the “Substitute Quantity” to the amount that needs to be substituted. In this example, the value is one. Then we’ll adjust the “Substitute Quantity” to the amount that needs to be substituted. In this example, the value is one. Select if this location needs to be excluded from future assignments for the original product. This exclusion will reset the next time an inventory refresh for the original product happens at this location. Users can also choose to “Keep location excluded”, which will not reset this location availability for fulfillment on the original product, even after an inventory refresh. The exclusion will have to be reset manually in that case. Then click the “Confirm” button, and click the “Proceed to Print Packing Slip” button on the bottom left. Select if this location needs to be excluded from future assignments for the original product. This exclusion will reset the next time an inventory refresh for the original product happens at this location. Users can also choose to “Keep location excluded”, which will not reset this location availability for fulfillment on the original product, even after an inventory refresh. The exclusion will have to be reset manually in that case. Then click the “Confirm” button, and click the “Proceed to Print Packing Slip” button on the bottom left. On the third step, “Print Packing Slip”, the original product and the substituted product will be listed on the packing sheet to notify the shopper of the substitution that has been made. The product or products can now be packed and shipped to the shopper. On the third step, “Print Packing Slip”, the original product and the substituted product will be listed on the packing sheet to notify the shopper of the substitution that has been made. The product or products can now be packed and shipped to the shopper.

Want to learn more?

Configure Substitutions

Learn more about this topic

Substitute Products Overview

Learn more about this topic