Handover

This article focuses on using the Operations app. For information on APIs and customizations, see the Handover article.

Handing over the order to the customer (pickup) or to a shipping provider (shipments or deliveries) represents the final step in the fulfillment process. In the handover section of the Operations app, users can find a list of all orders that are ready to be handed over. This list is divided into Shipments and Pickup orders.

Overview of handover tasks

The handover section is divided into two categories: Shipment and pickup tasks. Each tab includes options for filtering by status. Within the Web App, it's also possible to search for name, short ID, order ID, and item name.

Initially, all tasks are sorted according to their target time, which indicates the scheduled time for handover.

Shipments

Handover tasks within the Delivery tab are referred to as Ship-from-Store orders. These tasks are intended for pickup by a carrier. Most of the time, the status of these tasks changes automatically, as the system monitors tracking events. That means when the carrier scans the package for a task, the status changes to HANDED_OVER and no manual action is required.

In certain instances where automatic updates aren't feasible, the status can be manually set to complete. This is done by accessing the task and either sliding the Handed Over slider to the right in the mobile app or clicking the Task picked up button in the Web App.

Pickup

Pickup tasks are referred to as Click & Collect orders. These tasks are intended to be picked up by the customer and usually require manual completion due to the interaction between the store employee and the customer.

Clicking on an open task leads the user to the list of ordered and picked items. For each item, further details can be viewed, which allows the employee to verify that the correct items are present.

Order is picked up completely

If the customer picks up all items, the task can be completed by sliding the Handed over slider to the right in the mobile app or by clicking the Task picked up button in the Web App. The process is then finished.

Order is picked up partially

If not all items are picked up by the customer, the task can be adjusted using the + and - buttons for each item. The status icons next to the item images update to indicate whether an item is partially or not handed over.

The task can be completed by sliding the Handed Over slider to the right in the mobile app or by clicking the Task picked up button in the Web App, finalizing the process.

No items picked up

If not all items are picked up by the customer, the task can be adjusted using the + and - buttons for each item. The status icons next to the item images change to indicate that an item has not been handed over (this feature is only available in the Android app).

If no items are handed over, it's considered a cancellation. This action requires user confirmation before finalizing the process.

Customer no show

If the customer doesn't show up to collect the order, it can be canceled by tapping the more icon (three dots) in the lower left corner. By selecting Customer didn't pick up the order, the task is marked as canceled, and the process is finalized with the internal reason customer no show.

Refusal reasons

When a customer doesn't accept the whole order or only part of it, the user can specify refusal reasons during the handover process. If configured, these reasons can be applied to each line item as soon as the user indicates via the - button that fewer items than the ordered are handed over. The reasons can be selected accordingly.

Once the reasons are set, the user can view the selected reasons for each line item. Providing reasons is optional.

When a closed handover is reopened, the items that were not handed over are displayed along with the reasons provided.

Payment pending label

For specific pickup tasks, a PAYMENT PENDING label might appear. This serves as an indicator for users to verify the order payment, as it isn't marked as paid in the system.