Customers can be moved to another outlet during the pickup or delivery selection flow when that outlet is the appropriate option for their order. This can happen before they start shopping, or after they have added items to their cart. The outcome differs depending on whether the cart is empty or already contains items.
Changing outlets before shopping
During the initial pickup or delivery location flow, MENO can redirect a customer to another outlet and continue the order journey there. Relevant selections from the first outlet are retained where applicable.
### Pickup
When pickup needs to be selected or confirmed, the customer sees a pickup-location confirmation sheet. It shows the current outlet and its address, as well as other outlets from the same business that have pickup enabled.
If the customer selects another eligible pickup outlet, MENO redirects them to that outlet’s link. The customer then confirms the pickup outlet before continuing. Outlets without pickup enabled are not available as pickup alternatives.
### Delivery
When delivery zones are enabled, MENO asks the customer to select or confirm a delivery location before they continue. MENO checks that location against the delivery zones configured for the current outlet.
If the current outlet delivers to the location, the customer continues with that outlet. If it does not deliver there but another outlet from the same business does, MENO checks the other outlets’ delivery zones and automatically selects the nearest eligible outlet. The customer is informed that delivery is available from that other outlet. When the customer confirms the location, MENO redirects them to the eligible outlet’s link.
If no outlet delivers to the selected location, the address cannot be confirmed. The customer sees an unavailable state, such as Outside Delivery Area or We don’t deliver to this area yet.
When the customer already has items in the cart
A redirect to another outlet is handled differently once the customer has a populated cart. If an order-type or location change requires MENO to move the customer to another outlet, MENO displays a confirmation warning before the move.
The warning tells the customer that their cart will be cleared. Only if the customer confirms does MENO clear the cart completely and redirect them to the other outlet. The customer then starts their cart again in the new outlet.
This warning is important because a cart belongs to the active outlet. It gives the customer a clear choice before their existing items are removed and prevents an outlet change from happening without notice.
What merchants should check
To make outlet routing work as expected, keep each outlet’s pickup setting and delivery coverage accurate. For pickup, only outlets with pickup enabled can be offered as alternatives. For delivery with zones, the configured zones determine whether the current outlet can serve a customer’s selected location and whether another eligible outlet can be selected.
When customers are redirected during the initial selection flow, they continue in the selected or automatically chosen outlet with relevant selection state retained where applicable. When they change outlets after adding items, they must confirm the cart-clearing warning and build a new cart at the destination outlet.