Hand over orders and send pickup reminders

On the 3-step flow, packed orders wait in the Packed tab until the parent collects them or you post them. Use this article to close those orders, chase bags that haven't been collected, or send an order back to be packed again.

Before you start

This applies to shops on the 3-step flow. On the 2-step flow there is no Packed tab. See Choose your order fulfilment flow.
Open Orders › Packed. The Uncollected column shows how many days each order has been waiting. It turns red from five days.

Mark orders as collected or posted

Tick the orders, or select Collected (pickup) or Posted (home delivery) at the end of a single row.
In the bottom bar choose Mark N collected for pickup orders, or Mark N posted and notify for home delivery orders. The bar shows only the buttons that apply to your selection.
Confirm with Mark collected or Mark posted.

What happens:

Mark collected closes the order and sends no email.
Mark posted closes the order and emails the parent that it is on its way.
Both actions can't be undone.
If an order still has items waiting on stock, only the packed items close. The order stays open, and a message tells you it stays open because an item is still waiting.

Send a pickup reminder

Tick the pickup orders in Packed.
Select Send N reminders. A list shows each order and how long it has been waiting.
Select Send N reminders to confirm.

Parents get the same "ready to collect" email again, with the pickup location and its opening hours. Home delivery orders are skipped, and the message says how many were skipped. Reminders are manual: Shop never sends one automatically, and you can send as many as you like.

Move orders back to pack

If you packed an order by mistake, tick it in Packed and select Move back to pack, then Move N back. The order returns to To pack. The parent is not told, no email is sent, and the move is recorded in the order's history.

Work from a single order

Open the order and use the buttons in its Packed section: Mark all N collected (or Mark all N posted), Send reminder and Move all back to pack.

If your shop uses the 2-step flow

Pickup orders close as soon as they are marked packed. To chase one that hasn't been collected, open Orders › Closed and select Send reminder on its row. This works one order at a time.
Send reminder appears only for a pickup order that closed when it was packed, has a pickup location, and still has items that haven't been refunded. It doesn't appear for FlexiPOS counter orders, home delivery orders or fully refunded orders.
Home delivery orders also close as soon as they are marked packed, and the parent is emailed that the order is on its way. There is nothing more to do for them in the Packed tab.

Good to know

Items stay counted as stock on hand until the order closes, so close orders promptly to keep stock accurate.
Parents' emails are described in Emails sent to parents. Pickup locations and their hours come from Manage pickup locations.
To refund or exchange something after hand-over, see Refund or exchange items.