A substitute SKU needs a customer decision
Format: Company perspective.
A similar SKU, or item code, does not give you the right to ship a substitute.
In this hypothetical order, the storage bin the customer wants is out of stock. Sales finds one that holds the same amount. But the lid has a different latch. The customer may not be able to use it on the same shelves. “Same size” does not settle that question.
Use this card before you promise to send a different item:
- Original: Which item, unit, and count did the customer request?
- Offered substitute: Which exact item, unit, and count are offered now?
- Key difference: What changed in fit, size, material, or use?
- Terms: What price and terms may sales offer? Do not assume they stay the same.
- Decision needed: Which substitute and order lines must the customer accept?
- Reply: Who can agree for the customer? Save their reply, its date, and the exact choice.
- Still open: What does the customer or product expert need to check?
Microsoft's guide says to send a sales quote, then act when the customer agrees. [S06] Make that step clear for a substitute too. Similar item names are not consent. Staff need proof of what the customer chose.
“Please proceed” is unclear if the email lists several choices. Ask which item and how many. Keep the first requested SKU in the record. Warehouse staff can then see why the item they may ship differs from the one first ordered.
Core Agentic can plan custom software to prepare this card with your sales tools. People still check fit, get consent, and approve release. This is not a live catalog connection.
To discuss a substitute review that makes the customer's decision clear, Book a Demo.
Sources
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