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.