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Pick Up Email Notifications

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Love the new pick up feature - we previously simply had this as a shipping option but this is so much better.
My only problem is that orders marked as fulfilled show as 'shipped' for customers when instead this should be a 'ready to collect' notification.

Most of our orders are shipped but we do get the occasional pick up and our products are made to order so it's not as simple as them just turning up when we're next open.

Any advice would be much appreciated.

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The new local pickup option is certainly a major step forward, but I agree it isn't perfect yet. However, I think they made the right decision to release something workable now, rather than wait another twelve months until it’s perfect - which is what Squarespace used to do.

Order notifications are more flexible than they used to be so, with some adjustments to the wording, it is possible to use the Order Confirmed and Order Fulfilled emails for pickups. That said, Squarespace built it with the intention that the order confirmed email would be used for pickup. Only the order confirmed email contains the pickup information.

They did this so that the order fulfilled email would be sent when the customer collected their order. this helps the merchant to know whether orders have been fulfilled - collected or sent - and is an important step in the workflow. You wouldn’t want a customer showing up twice claiming they hadn’t collected the order the first time. 

However, merchants would prefer to send a notification when the order is ready for pickup, and are therefore using the ‘fulfilled’ email to do this. They don’t want customers to consider picking up an order until they’ve signalled that it is ready. As you said, your products are made to order, so you don’t want customers showing up as soon as they’ve placed an order. Unfortunately the fulfilled email does not contain the pickup information - for the reasons explained above.

For this reason, I’d like to see a new step in the order fulfillment process for pickups: Confirmed > READY > Fulfilled. This would help with the notifications - we could have an Order Ready notification, but it would also help with the ORDERS panel, because at the moment orders show as Pending or Fulfilled. Ideally, I'd like to see 'Ready for Pickup' as a status that can be filtered by merchants so they can manage their orders entirely on Squarespace without having to send emails manually (using their email system) or keep track of collections in a spreadsheet.


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Edited by paul2009
Edited for clarity

About me: I'm Paul. A SQSP User for 18 yrs, I joined Circle when it launched in 2016 and have been a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
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  • 2 weeks later...

I am here to find out about the same thing - basically I've been waiting for this feature for a long time and was really happy to see it's available, but it's not fully integrated with the functionality of Squarespace ecommerce unless it has its own customisable email. 

This feature at the very least needs that - especially for users like me who have invested in Squarespace native email for my marketing. Think about it from my POV and my customers. All my email notifications look professional and branded, use templates and are responsive. But for pickup, I need to go and type them each an email individually and send from my email account. This is not smart.

Also, having a 1000 character limit on the pickup info is difficult and not really necessary. It could be a bit longer. Allowing us to embed a link in that text would be great too so we can put a map link. People expect that these days. I have had to truncate the pickup info to fit address, opening hours and a reminder we'll email them when their order is ready to pick up. 

This has been SUCH a needed feature so I really hope the functionality gets improved to make it possible to email through Squarespace. Paul above says that we need a new step but I don't know if that's necessary - I think that fulfilled could mean ready to pick up for pickup orders and that most ecommerce retailers could probably handle the IRL failure to pick up / contact by email stuff after the fact ourselves. 

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  • 2 months later...

I have run into another unexpected problem with the Local Pickup option: Even though our store is set up to only ship within the USA, a person in the UK was able to successfully purchase an item by -allegedly-choosing PICKUP by mistake. Long story short, since we don't ship to the UK, we now have to issue a refund and pay the Stripe 2.9% + transaction fee (which we're discounting from the refund, by the way). Since we know some people just don't read when making an online purchase, how can we avoid this from happening again? There needs to be some kind of block or confirmation box to alert the customer of the option they are choosing.  

I also vote for the addition of a map or a map link to the Pickup option, since (again) people don't read and it already happened where a customer realizer after the fact the the shop was 'too far'. 

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  • 2 years later...

Just checking in 2 years later to say that this extra fulfillment status is still desperately needed! I would love to see some movement on this. Having orders moved to "fulfilled" when I mark them as "ready for pickup" is so annoying because then I need to manually keep track of who has shown up to pick up their order!

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  • 3 weeks later...

We also had this issue, and three years later, this has not been improved upon. Most of our orders are for pick-up, yet there is no option to move the order from fulfilled (ready for pickup) to completed (picked up). The confusion that this causes is very frustrating, and I can't understand how this hasn't been improved yet. I am certainly not the only one to feel this way. The potential for clients to take advantage of this, claiming they hadn't yet picked up their order is a real possibility. Squarespace, please create a "Picked-up" or "complete" order status. 

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