# US 11,443,362 B2 · Messaging interface for managing order changes > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,443,362 B2 - Document ID: US11443362B2 - Status: Granted - Kind: B2 - Application number: 16/677,350 - Filed: 2019-11-07 - Published: 2021-05-13 - Granted: 2022-09-13 - Earliest claimed: 2019-11-07 - Assignees: Maplebear Inc. - Applicants: Maplebear, Inc. (dba instacart) - Inventors: Camille van Horne; Philip Goolkasian - Web page: https://patentgrep.com/patent/US11443362B2 ## CPC - G06Q 30/0635: {replenishment orders; recurring orders} - G06F 3/0482: Interaction with lists of selectable items, e.g. menus - G06F 3/04842: Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence) - G06Q 30/0641: {utilising user interfaces specially adapted for shopping} - H04L 51/046: Interoperability with other network applications or services - G06F 3/0485: Scrolling or panning - H04L 51/222: using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) ## Abstract In a delivery service, a picker retrieves items specified in an order by a customer. If a picker encounters an issue with an item in the order, the picker may select, via a user interface, the item and an associated template message, which requests input from the customer regarding a course of action for the item, to send to the customer. The customer may select, via another user interface, a template message describing a course of action for the item. In response to receiving one of a subset of template messages, the online concierge system displays via the user interface, a set of replacement options to the customer, who may select one of the replacement options to be sent to the picker with the template message. ## Claims ### Claim 1 A non-transitory computer-readable storage medium storing instructions configured to, in response to execution by a processor, cause the processor to: transmit an order to a client device, the order including a plurality of items; receive a message from the client device indicating an item of the plurality of items is not available, the message received via a chat interface; display, via the chat interface, a set of two or more template messages, wherein each template message is an editable message that indicates a course of action for the item; receive a selection of one of the template messages in the set; receive, via the chat interface, one or more edits to the selected template message; in response to receiving one of a subset of the set of template messages as the selection: display, via the chat interface, a set of replacement options for the item, receive a selection of one of the replacement options, and insert the selected replacement option to the received template message; and transmit the received template message to the client device, the template message including the selected replacement option and the one or more edits. ### Claim 2 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the set of replacement options are determined based on the previous replacement options selected by users of a mobile shopping application. ### Claim 3 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the set of replacement options are displayed in a slider via the chat interface. ### Claim 4 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the set of replacement options are displayed in a scrollable list via the chat interface. ### Claim 5 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein at least one of the set of template messages indicates to remove the item from the order. ### Claim 6 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein at least one of the set of template messages comprises user input indicating an amount of the replacement option. ### Claim 7 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the template message indicates instructions to refund the item. ### Claim 8 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the selected replacement option is specified using user input via the chat interface. ### Claim 9 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the set of replacement options are determined by instructions causing the processor to: retrieve user data describing previous orders and previously selected replacement options; and create a set of replacement options ranked based on the user data. ### Claim 10 (depends on 1) The non-transitory computer-readable storage medium of claim 1, wherein the subset of the set of template messages each indicate a request that a picker substitute a replacement item for the item. ### Claim 11 A system comprising: a processor; and a non-transitory computer-readable storage medium storing instructions configured to, in response to execution by a processor, cause the processor to: transmit an order to a client device, the order including a plurality of items; receive a message from the client device indicating an item of the plurality of items is not available, the message received via a chat interface; display, via the chat interface, a set of two or more template messages, wherein each template message is an editable message that indicates a course of action for the item; receive a selection of one of the template messages in the set; receive, via the chat interface, one or more edits to the selected template message; in response to receiving one of a subset of the set of template messages as the selection: display, via the chat interface, a set of replacement options for the item, receive a selection of one of the replacement options, and insert the selected replacement option to the received template message; and transmit the received template message to the client device, the template message including the selected replacement option and the one or more edits. ### Claim 12 (depends on 11) The system of claim 11, wherein the set of replacement options are determined based on the previous replacement options selected by users of a mobile shopping application. ### Claim 13 (depends on 11) The system of claim 11, wherein the set of replacement options are displayed in a slider via the chat interface. ### Claim 14 (depends on 11) The system of claim 11, wherein the set of replacement options are displayed in a scrollable list via the chat interface. ### Claim 15 (depends on 11) The system of claim 11, wherein at least one of the set of template messages indicates to remove the item from the order. ### Claim 16 (depends on 11) The system of claim 11, wherein at least one of the set of template messages comprises user input indicating an amount of the replacement option. ### Claim 17 (depends on 11) The system of claim 11, wherein the template message indicates instructions to refund the item. ### Claim 18 (depends on 11) The system of claim 11, wherein the selected replacement option is specified using user input via the chat interface. ### Claim 19 (depends on 11) The system of claim 11, wherein the set of replacement options are determined by: retrieving user data describing previous orders and previously selected replacement options; and creating a set of replacement options ranked based on the user data. ### Claim 20 (depends on 11) The system of claim 11, wherein the subset of the set of template messages each indicate a request that a picker substitute a replacement item for the item. ### Claim 21 A computer-implemented method comprising: transmitting an order to a client device, the order including a plurality of items; receiving a message from the client device indicating an item of the plurality of items is not available, the message received via a chat interface; displaying, via the chat interface, a set of two or more template messages, wherein each template message is an editable message that indicates a course of action for the item; receiving a selection of one of the template messages; receiving, via the chat interface, one or more edits to the selected template message; in response to receiving one of a subset of the set of template messages as the selection: displaying, via the chat interface, a set of replacement options for the item, receiving a selection of one of the replacement options, and inserting the selected replacement option to the received template message; and transmitting the received template message to the client device, the template message including the selected replacement option and the one or more edits. ### Claim 22 (depends on 21) The method of claim 21, wherein the set of replacement options are determined based on the previous replacement options selected by users of a mobile shopping application. ### Claim 23 (depends on 21) The method of claim 21, wherein the set of replacement options are displayed in a slider via the chat interface. ### Claim 24 (depends on 21) The method of claim 21, wherein the set of replacement options are displayed in a scrollable list via the chat interface. ### Claim 25 (depends on 21) The method of claim 21, wherein at least one of the set of template messages indicates to remove the item from the order. ### Claim 26 (depends on 21) The method of claim 21, wherein at least one of the set of template messages comprises user input indicating an amount of the replacement option. ### Claim 27 (depends on 21) The method of claim 21, wherein the template message indicates instructions to refund the item. ### Claim 28 (depends on 21) The method of claim 21, wherein the selected replacement option is specified using user input via the chat interface. ### Claim 29 (depends on 21) The method of claim 21, wherein the set of replacement options are determined by: retrieving user data describing previous orders and previously selected replacement options; and creating a set of replacement options ranked based on the user data. ### Claim 30 (depends on 21) The method of claim 21, wherein the subset of the set of template messages each indicate a request that a picker substitute a replacement item for the item.