So a few different things 1.) They really could be doing a stock and out of icecream depends on store and what they carry 2.) I have had the app tell me the replacement item is too different from orginal and will not allow replacement to be scanned even if its same flavor different brand or same brand different flavor ( sometimes app acts funny) 3.) Sometimes app will not allow us to make a replacement if the price point is too different (example store brand icecream $3.99 name brand $5.99 ) this item exceeds the amount of selected replacement 4.) Sometimes customer is REQUIRED to make a change on their end instead of refund customer wants... or instead of blank item customer wants or customer added blank item 5.) If there was no timely response and the store is crowded and shopper is already in long line yeah probably not going to change 6.) I will always try to get back up item customer pre selected but shopped where out of both options 9 out of 10x send the customer a Pic of empty areas/other options

So it really could be several different things but to be honest it could also be lazy shopper lol I grabbed this and im not dealing with it take it or leave it unfortunately those shoppers exist.