Explain a product substitution when stock runs out

A substitution should be presented as a new choice with its own differences, not as an identical replacement unless that equivalence is verified.

A practical procedure

1. Confirm the original variant is unavailable and identify the customer's essential requirement.

2. Compare the proposed substitute's dimensions, contents, price and compatibility against that requirement.

3. State the differences plainly and let the buyer decide whether to proceed through the correct listing.

Worked example: a fictional session

A fictional grey box is unavailable; the host offers a blue box with the same verified dimensions while clearly stating the colour difference.

Check the limits

Do not promise that an existing order will be substituted without the applicable process and buyer agreement.