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Send ready-for-pickup notifications
To tell customers their order is ready, turn on the ready-for-pickup message in notification settings, mark the order ready when it's packed, then mark it picked up when collected.
Steps
Step 1: Turn on the ready-for-pickup message
Open the app's notification settings and find the ready-for-pickup event. Turn it on for the channels you use: email, SMS, WhatsApp or push.
Step 2: Write the message
Include what customers need at the counter: the store's name and address, pickup hours, your pickup instructions and their order number. WhatsApp messages use a template that must be approved before it can send.
Step 3: Mark orders ready when they're packed
When an order is packed, open Store pickup, select it and mark it ready for pickup. Select several orders to mark them ready at once. The customer gets the message as soon as the order is marked ready.
Step 4: Mark orders picked up at collection
When the customer collects, mark the order picked up. Each pickup moves from preparing to ready to picked up. With fulfillment sync turned on in the app's Shopify settings, the Shopify order follows.
Step 5: Test with your own order
Place a pickup order with your own email and phone number, mark it ready and check the message arrives on each channel you turned on.
Features in this article
- Pickup workflow with ready-for-pickup notificationsLive
- Multi-channel status notificationsLive
- Two-way Shopify fulfillment syncLive
What this is for:
See the setup for ShopifyBefore you start
- Customers get messages only on the channels you've set up. See Set up customer notifications to connect email, SMS and WhatsApp.
- Pickup locations and slots should already be live: see Set up pickup locations and hours.
Good to know
The pickup workflow has three states: preparing, ready and picked up. Your team moves each order along; the customer hears when it's ready.
Related articles
Troubleshooting
If it doesn't work.
Check that the ready-for-pickup event is on for that channel, that the order has the customer's email or phone number with its country code, and, for WhatsApp, that your template is approved. For SMS and WhatsApp, also check your messaging provider account has credit.
Only mark orders ready once they're packed, and add a line to the message asking customers to come in their booked slot. Adding prep time also gives the store more notice.
Yes. Select the orders in Store pickup and mark them ready together; each customer gets their own message.
It can. ScrollEngine syncs fulfillment with Shopify, and the app's Shopify settings decide which status marks the Shopify order fulfilled, so nobody has to update it by hand.