Providing a more straightforward replacements experience

We’re always seeking ways to improve your experience and to better support you to deliver shopping excellence. We’ve heard from shoppers that making carefully considered replacements that customers appreciate takes a lot of thought and effort, and it’s not always a simple choice. Today we’re announcing a new experience that helps simplify how you make replacements–with helpful guidance and less guesswork so you can more easily deliver excellence with confidence.

Improved in-app experience

The app will now help you walk through the steps to choose the best replacement or make a refund when an item is sold out.

Improved recommendations you can count on

When the customer’s original item is sold out, we’ll provide replacement recommendations or suggest a refund based on your customer’s preferences to help you confidently make your decision. When you follow the replacement recommendations, you can positively impact your shopping quality score. A recommended replacement or customer pre-approved replacement counts as a replaced item towards your shopping quality score. If a customer requests a refund, refunding the original item counts as a requested refund towards your score. You’ll also enjoy rating protection, which means any customer rating below 5 stars will be removed if the customer reports a recommended or pre-approved replacement.

Less guesswork when comparing replacement options

Scan up to three available replacement options that you think your customer would like. We’ll suggest which one to choose, or if you should refund based on your customer’s preferences. Replacing with the recommended in-stock replacement option means you’ll enjoy rating protection and can positively impact your shopping quality score. We’ll send all scanned options to your customer so they know what else is available in case they’d prefer something else. 

Seamless Updates for Effortless Communication

Say goodbye to juggling between chat, notifications, and responses. You can now focus on shopping and your customers always stay up-to-date without the additional effort of back-and-forth messaging. Customers are notified automatically about replacements, refunds, and the other available options you scanned so you don’t need to follow up in chat. With a simple tap, customers can easily approve the replacement or refund you made when their item was sold out or request a different replacement from the scanned options you sent. If a customer requests any changes, we’ll automatically update your shopping list. Of course, chat is still available for anything that may need a personal touch.

More resources to support delivering excellence

Learn more about the new replacements experience and access additional resources on our website and Carrot Academy in the Shopper app. 

What to expect

The updated replacement experience will be available to all shoppers over the next two weeks.