DG Delivery
I have been working for the same store for 2 years and yesterday was the first time I have had a DG Delivery order. The ones that are prepaid and you scan a barcode before scanning the product.
Of course it did not go smoothly at all.
There were two substitutions that needed to be made. On my computer I could not figure out how to substitute the product.
Specifically:
6pk Baja blast needed to be replaced with regular Mt dew.
12 can fanta orange replaced with strawberry
I called my SM and ASM who both told me there's nothing we can do and the customer needed to cancel that order and start over with the substitutions.
On one hand it makes sense because they already paid for baja blast technically, but it doesn't seem right that we can't substitute on the register? I understand why doordash can't make the exchange, but I don't understand why I couldn't.
I tried to talk to the customer through dashers. I gave them the store number and asked them to call me so I could explain from my end what was going on but they refused. 7 dashers came in trying to pick up that order and there was nothing I could do but turn them away.
Later in the day I saw my DM who came through shopping and I casually asked her about it and of course she has no clue. She told me to ask someone who uses it.
TLDR:
First time checking out a DG Delivery order but could not figure out how to make substitutions. Managers advised me to have the customer make a new order and cancel the old order.
Is anyone more knowledgeable on this topic? How do I handle this in the future, because this didn't seem right at all.