> ## Documentation Index
> Fetch the complete documentation index at: https://help.storetalk.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Delivery vs Pickup

> How the two fulfillment types work and what your staff does for each

The E-Commerce App supports two fulfillment types. Customers choose at checkout; your staff handles each differently once picking is done.

## At a glance

|                              | **Delivery**               | **Pickup**                     |
| ---------------------------- | -------------------------- | ------------------------------ |
| Who brings the order to whom | Your team delivers         | Customer collects              |
| Address required             | Yes                        | No                             |
| After picking                | Prepares, ships, delivered | Ready for pickup, picked up    |
| WhatsApp notifications       | At each step               | When ready + when collected    |
| Best for                     | Home delivery orders       | Same-day, walk-in, quick-serve |

## Enabling pickup

Pickup is off by default — all orders are treated as delivery. To turn on pickup:

<Steps>
  <Step title="Open store settings">
    Click **Open Dashboard** on the app, then go to **Settings → Store Settings**.
  </Step>

  <Step title="Enable pickup">
    Toggle **Pickup Enabled**.
  </Step>

  <Step title="Set pickup location">
    Fill in **Pickup Location** with the shop address customers should come to. Add any **Pickup Instructions** (e.g. "Ask at counter" or "Parking behind the building").
  </Step>

  <Step title="Save">
    Customers now see a delivery-or-pickup choice on checkout.
  </Step>
</Steps>

<Tip>
  Keep pickup enabled for stores where customers regularly walk in — it saves on delivery costs and speeds up turnaround. Many customers prefer pickup if they're nearby.
</Tip>

## The delivery flow

```
Order placed (with address)
        ↓
Confirmed — store owner accepts the order
        ↓
Picking — staff scans QR and picks items
        ↓
Preparing — packed and ready for dispatch
        ↓
Shipped — handed to courier (tracking number optional)
        ↓
Out for Delivery — courier is on the way
        ↓
Delivered — customer received the package
```

At each step, the customer gets a WhatsApp message. Your staff advances the status from the order detail page using the action buttons.

## The pickup flow

```
Order placed (no address needed)
        ↓
Confirmed — store owner accepts the order
        ↓
Picking — staff scans QR and picks items
        ↓
Preparing — packed and ready
        ↓
Ready for Pickup — customer notified via WhatsApp with pickup location
        ↓
Picked Up — customer collected it (staff marks this from the dashboard)
```

Pickup orders skip the Shipped / Out for Delivery steps entirely.

<Note>
  After picking auto-completes, pickup orders jump straight to **Ready for Pickup** — the customer gets an instant WhatsApp message with your store address and collection instructions. No manual action needed by staff.
</Note>

## What staff actually does

### For delivery orders

<Steps>
  <Step title="Confirm the order">
    New order comes in. Click **Confirm Order** in the admin dashboard.
  </Step>

  <Step title="Pick the items">
    Generate Pick QR, scan, pick items. See the [Pick & Pack guide](/apps/e-commerce-pick-pack).
  </Step>

  <Step title="Prepare for dispatch">
    Picking auto-completes → status is "Preparing". Pack the items, add a delivery label.
  </Step>

  <Step title="Mark as shipped">
    Click **Mark Shipped**. Optionally add the carrier name and tracking number — customer receives these via WhatsApp.
  </Step>

  <Step title="Mark out for delivery / delivered">
    Update status as the courier progresses. Each change triggers a WhatsApp update to the customer.
  </Step>
</Steps>

### For pickup orders

<Steps>
  <Step title="Confirm the order">
    New order comes in. Click **Confirm Order**.
  </Step>

  <Step title="Pick the items">
    Generate Pick QR, scan, pick items. Same workflow as delivery.
  </Step>

  <Step title="Wait for the customer">
    Picking auto-completes → status is "Ready for Pickup". The customer has already been notified. Keep the order at the counter.
  </Step>

  <Step title="Mark as picked up">
    When the customer arrives and collects, click **Mark Picked Up**. The order closes out.
  </Step>
</Steps>

## Cancellations and refunds

Either type of order can be cancelled at any stage before it's delivered or picked up. Click **Cancel Order**, enter a reason, and the customer is notified.

After cancellation, you can initiate a refund:

* **Initiate Refund** → status moves to "Refund Initiated"
* **Mark Refunded** → status moves to "Refunded" (terminal)

## When a customer hasn't given an address

If a delivery order somehow reaches you without a delivery address (rare — usually from older flows), the **Delivery Address** section shows a warning and a **Request Location** button. Tapping it sends the customer a WhatsApp message asking them to share their location. Once shared, the address populates on the order automatically.

For pickup orders this section just says "Store Pickup" — no address needed.

## Notifications customers receive

| Status           | Delivery                      | Pickup                                |
| ---------------- | ----------------------------- | ------------------------------------- |
| Order accepted   | ✅                             | ✅                                     |
| Picking started  | ✅ "Staff has started packing" | ✅ (same)                              |
| Item unavailable | ✅ With edit link              | ✅ (same)                              |
| Ready            | —                             | ✅ "Your order is ready at {location}" |
| Shipped          | ✅ With tracking               | —                                     |
| Out for delivery | ✅                             | —                                     |
| Delivered        | ✅                             | —                                     |
| Picked up        | —                             | ✅                                     |
| Cancelled        | ✅                             | ✅                                     |

<CardGroup cols={2}>
  <Card title="Pick & pack workflow" icon="boxes-packing" href="/apps/e-commerce-pick-pack">
    What staff does on the phone to pick each order.
  </Card>

  <Card title="E-Commerce overview" icon="store" href="/apps/e-commerce">
    Back to the full app guide.
  </Card>
</CardGroup>