Ordered something you don't have? Offer a replacement in the call.
Instead of refunding or making the customer wait three weeks, the assistant calls right away: "You ordered X, and we don't have it right now. We have Y at the same price — does that work?" A saved order instead of a lost one.
* Result from the HealthLabs Pharm pilot (01–03/2026) and a comparison with other stores. Your result depends on your catalog, your list of replacements and how well the offer matches the original.
3 ways to handle an empty shelf. Instead of a refund.
Starter tells the customer and walks them to the refund. Growth adds your list of replacements. Scale suggests new pairs from your store's history.
"We don't have it now, refund in X days"
The assistant says in the call that the product is not in stock and walks the customer through the refund. No apology email after a week of waiting.
No A? The assistant offers B or C
In the dashboard you build the list: no vitamin D from Solgar → offer Now Foods or Thorne. The assistant offers a replacement from your catalog in the same call.
A replacement from your store's history
The assistant checks which replacements your customers really accept and suggests new pairs. You approve them and publish.
Out of stock → call → decision. In 5 minutes.
When an ordered product hits zero in stock, the assistant moves right away. Instead of an apology email the customer gets a call with a real option.
Your store shows zero in stock
The ordered version of the product is at zero or below. The assistant flags the order for an out-of-stock call — before it reaches packing.
"We don't have it now, but I have an option…"
The assistant starts with the missing product, then offers a replacement from your catalog (from your list, on the Growth plan) — same category, similar price.
Swap or refund
The customer says "yes" → the assistant swaps the items in the order and the parcel goes to packing. The customer says "no" → a refund and an apology email. Fewer cases to handle by hand.
Your list of replacements, the assistant runs the call.
In Products → pick a product → replacements you switch the offers on and build the list: no A, offer B or C. The assistant invents nothing — it only uses your catalog and your rules.
- ✓Main switch — turn replacement offers in calls on or off
- ✓1:N list — one product gets several replacements from your catalog
- ✓Price rule — the same price, or the customer pays the difference or gets it back
- ✓Backup mode (Starter) — with no list the assistant explains the gap and walks the customer to the refund
- ✓Swap inside the order — once the customer agrees, the items change in your store, with no manual work
The assistant suggests which replacements work.
On the Scale plan the assistant reviews your store's history in the background and suggests new replacement pairs — the ones most likely to be accepted. You approve them under Products.
Pairs picked from history
The assistant looks at your orders and at what customers accept. It picks the pairs with the best match and proposes new lists. You approve them under Products → replacements. Every suggestion comes from your own catalog.
Recordings for audit
Every replacement call is recorded, with a transcript in your customer's language. You can check how the assistant explains the swap.
Separate rules [Enterprise — set up with our team]
Different swap rules for each segment, category and delivery region, an agreed refund time and a dedicated contact.
Real numbers, not promises.
* 62% — measured on the HealthLabs Pharm pilot (01–03/2026). Counted on calls where the assistant offered a replacement and the customer agreed. Other stores in the industry: 28–45% (e-commerce reports 2024).
A store that stopped refunding without a call.
We had 12% of our supplements catalog out of stock, because the supplier delivered irregularly. Before: a refund, and the customer came back six months later. Now the assistant offers what we do have, and 62% of customers agree. The order value stays the same and the customer doesn't have to start searching again.
* Quote from the HealthLabs Pharm pilot (01–03/2026), supplements category. Data anonymized.
Replacements from the Growth plan.
The out-of-stock note already works in Starter. Growth adds the list of replacements and your price rules. Scale suggests pairs from your store's history and shows the numbers as they come in.
Growth
List of replacements + price rules
5 000 credits / month · about 100 calls + you can add more
- ✓The out-of-stock note in the call (as in Starter)
- ✓1:N list of replacements — no A, offer B or C
- ✓Price rules — same price, pay the difference or get it back
- ✓Items swapped inside the order once the customer agrees
- ✓The dashboard shows how many customers accept each offer
- ✓Up to 2 calls at the same time
Scale
+ suggestions from history + recordings + numbers
15 000 credits / month · about 300 calls + 2 000 credits carry over to the next month
- ✓Everything in Growth +
- ✓Replacement pairs suggested from the history of your catalog
- ✓Call recordings and a transcript in your customer's language (for audit)
- ✓Call summary (mood and what the customer wanted)
- ✓List results: how many customers accept a replacement and what the order is worth in each category
- ✓Priority email support
- ✓Up to 5 calls at the same time
Don't refund — swap. In the same call as the confirmation.
1 000 trial credits (about 20 calls) · full access to your chosen plan · cancel anytime.
Card required · no charge during the trial · activation on day 8