Handover

Introduction

Handing over the order to the customer ("Click & Collect") or to a shipping provider ("Ship from Store") represents the final step in the fulfillment process. In the handover section of the Operations client, users can find a list of all orders that are ready to be handed over. This list is divided into "Ship from Store" and "Click & Collect" orders.

Overview of handover tasks

The handover section is divided into two categories: Shipments and pickup tasks. Each tab includes options for filtering by status. Within the webapp it is 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 Shipments 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 are not feasible, the status can be manually set to 'complete'. This is done by accessing the task, reviewing the information provided and sliding the 'Handed Over' slider to the right (in web app: clicking the "Task picked up button").

Pickup

Pickup tasks are referred to as "Click & Collect" orders. These tasks are intended to be picked up by the customer, usually requiring manual completion due to the interaction needed 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, to make sure that the correct items are in front of the employee.

Order is picked up completely

If all items are picked up by the customer, the task can be completed by sliding the "Handed over" slider to the right (in web app: clicking the "Task picked up button"). 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 web app: clicking the "Task picked up button"), finalizing the process.

Order is not picked up with any items

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 (Android app only).

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

Customer no show

If the customer does not show up to collect the order, it can be canceled by clicking the three dots in the lower left corner. By selecting 'Customer did not pick up the order,' the task is marked as canceled, and the process is finalized with the internal reason 'customer no show'.

Refuse reasons

When a customer does not accept the full 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 minus button that fewer than the ordered number of items 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 certain shipment tasks, a "Payment Pending" label may appear. This serves as an indicator for users to verify the payment of the order, as it is not marked as paid in the system.