Substitute an item on an order

Sometimes the ordered item can’t ship — it’s out of stock, damaged, or discontinued — and a substitute is appropriate. Klovio keeps substitutions deliberate, not accidental.

Why scanning blocks substitutions

During picking and packing, Klovio checks every scan against the order line. Scan something that isn’t on the order and it’s rejected. This is on purpose — it stops unintended substitutions, where a picker grabs the wrong size by mistake.

Make an intended substitution

A real substitution is a manager decision, made on the order:

1. Open the order in Operations → Shipping.
2. Edit the line — replace the original product with the substitute, and the quantity.
3. Save. The order now expects the substitute, and picking/packing will accept it.

Before you substitute

• Will the customer accept it? A different size or brand may need a quick confirmation.
• Is the substitute genuinely in stock and available?
• Note the reason on the order so support has the context if the customer asks.

Keep the record

Editing the line keeps the order accurate to what actually shipped — which is what packing slips, invoices and history should reflect.

Tip: if you substitute the same product often, the original’s reorder point is probably set too low. Fix the cause, not just the order.