Substitute an item on Packing Day
On Packing Day, open an item’s — actions — menu and choose Substitute…. A little box asks how many you swapped and what you gave instead – the “what with” is a live search of your real items, so start typing and click the right one.
When you save, the order actually changes: the amount you swapped comes off the original item (or it’s marked out of stock if you replaced the whole thing), and the new item is added as a real line at its price. A kind apology is written into that order’s note, so it shows on the packing slip and in the member’s email. Two checkboxes – Send an email and Send a text – are off by default; tick them only if you want the member told right then.
The apology wording is yours to edit: System Emails → Substitution wording (and the full email is the Substitution notice template in the Email Templates list).