Customer Pickup (In-Store Collection)
Manage returns or warranty items where the customer collects from your store or location.
Customer Pickup is used when a repaired or replacement item is ready for the customer to collect from your store or dropoff location, rather than being shipped to them.
When to Use Customer Pickup
Customer Pickup is appropriate when:
- The customer prefers to collect in person rather than wait for delivery
- The item is at a local store the customer can visit
- You want to avoid outbound shipping costs
- The item requires handover instructions or demonstration
How Customer Pickup Works
Item Ready for Collection
Once the item is repaired, replaced, or ready to return to the customer, select Customer Pickup as the delivery method instead of generating an outbound shipping label.
The RMA moves to Awaiting Pickup status.
Customer Notification
The customer is notified that their item is ready for collection, including:
- The pickup location address
- Any reference numbers they need to quote
Customer Collects
When the customer arrives and collects their item:
- Open the RMA
- Click Mark as Picked Up
- Confirm the pickup in the modal
- Add any handover notes if needed
Complete
The RMA moves to Completed status after pickup confirmation. Close the RMA when ready.
Status Flow
Approved / Resolved → Awaiting Pickup → Completed → Closed
Status Reference
| Status | Description | Primary Action |
|---|---|---|
| Awaiting Pickup | Item ready, waiting for customer to collect | Mark as Picked Up |
| Completed | Customer has collected the item | Close RMA |
Ensure your dropoff locations are configured correctly in Settings > Locations so the customer receives accurate collection details.