Industries

Substitution

Grocery. When a SKU is unavailable at pick time and the picker swaps in a customer-approved alternative. Substitution rate is a real KPI; high rates cost satisfaction and refund margin.

Where this fits

Vertical-specific patterns shared by the operators Nash serves. BOPIS, click-and-collect, cold chain, ship-from-store, catering windows, multi-marketplace. Each carries operational nuance that Nash absorbs without forcing the operation to bend to the software.

Related terms

POS: Restaurants, retail. Point of Sale. The system that captures the customer's order at the moment of purchase (Toast and Square in restaurants; Lightspeed and Shopify POS in retail; NCR in supermarkets). Nash integrates at the POS so a delivery is created the instant the order is rung up.
Click-and-collect: Grocery, retail. The British and European cousin of BOPIS: customer buys online, collects in-store. Same operational shape with regional naming differences.
Catering: Restaurants. Scheduled-in-advance, large-format orders for events, offices, and gatherings. Different SLA shape than on-demand: less time-critical at fulfillment, more time-critical on the drop, often with setup and serving requirements at delivery.
LTL: Transportation & Logistics. Less-than-truckload freight. Shipments too small to fill a trailer alone, consolidated with other shippers' loads. Different pricing model, different SLA shape, different routing logic than full truckload.
Multi-marketplace: Restaurants. A merchant taking orders from several third-party delivery channels simultaneously alongside their own first-party flow. Each channel has its own SLA shape and dispatch logic; Nash absorbs the chaos into one orchestration plane the kitchen actually sees.