Finding 3.1 / Where the order goes wrong

The shopper is told about the swap. They cannot say no in time.

46% of grocers tell the shopper a substitution may happen and how the rule works. Only 25% let the shopper accept or refuse it online before the order leaves. 41% allow a refusal only at pickup, and 34% give no say at all.

25%

of the 200 grocers let the shopper accept or refuse a substitution online before the order leaves.

Base 200, All banners. See the readout ↗

The substitution is the most delicate judgment in grocery, and it is handed to the person with the least context. A picker who has never met the household decides, under time pressure, whether a different brand, a different size or nothing at all is the right answer. Nearly half of grocers have written the rule down and shown it to the shopper. Far fewer give the shopper the moment that matters: a yes or a no while the pick is still happening.

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