Design a stockout substitution decision

Inputs: [ITEM LIST], [CUSTOMER PROMISES], [SUBSTITUTE OPTIONS]. For each item define when a substitute is equivalent, when customer approval is needed and when to offer a delay or refund review. Output: A decision matrix and customer-facing draft wording. Check: No substitute changes allergy, fit, compatibility or core features silently. If essential information is missing, identify it rather than filling the gap with a guess. Keep a record of the customer's actual choice; silence must not count as acceptance.