Pickup Reminders

#Remind buyers to collect parcels still awaiting pickup

Open Shops → target Shop → AI Customer Service → Reminders → Pickup reminders, enable Remind buyers to collect their orders, and save. This is separate from unpaid-order outreach and does not require reminder stages or an A/B experiment.

APP CAPTUREThe English light-theme Pickup reminders settings with its own switch and the 10:00/17:00 Shop-local schedule.

The Shop needs valid authorization, enabled Customer Service, and pickup reminders enabled separately for that Shop. Once saved, reminders follow the eligibility rules and sending slots below; they do not immediately message every in-transit order.

#1. Which orders qualify

The system checks single-package orders that remain in transit and whose newest tracking clearly indicates awaiting collection. Not every in-transit order qualifies. A historical pickup event does not qualify an order whose latest state is already delivered.

Sending is not justified when:

• an order has multiple parcels and the target parcel is ambiguous;
• package identity, tracking number, or event time is unclear;
• the newest state no longer indicates pickup, or the order is cancelled, completed, fully refunded, or otherwise terminal;
• the buyer cannot be identified or the matching support conversation cannot be opened.

Order and tracking are checked again before sending. Missing data does not mean the buyer has not collected the parcel; sync delay is not evidence of buyer inaction.

#2. When reminders are sent

Each order has up to two opportunities per day, at 10:00 and 17:00 in the Shop's timezone. New or re-enabled journeys start with future slots, without replaying missed reminders. Each slot has a one-hour validity window and is not replayed after expiry.

For example, enabling at 11:30 does not send the missed morning reminder. The afternoon slot can run if the order still qualifies. Changing the computer's timezone does not change the Shop schedule.

Pickup reminders run on the server and can send while Desktop is closed. Ordinary AI support and bad-review follow-up depend on local processing; their device requirements are different.

#3. Message content and stopping conditions

The fixed localized reminder uses the Shop's region to choose its language and includes the customer-facing Shop name and order ID. It does not send the internal alias or invent pickup addresses, collection codes, or deadlines.

Later reminders stop when collection/delivery is confirmed, the order becomes ineligible, or Shop pickup reminders or Customer Service are disabled. An ordinary buyer reply does not independently stop pickup reminders; current order and tracking state decide. Unpaid-order and bad-review follow-ups stop on a buyer reply and should not be confused with this workflow.

An uncertain send is not immediately repeated for the same opportunity. Repeatedly toggling the feature is not a way to request a retry when the previous message may already have reached the buyer.

#4. Check why no reminder appeared

1. Check saved Shop authorization, Customer Service, and pickup settings.
2. Check the Shop timezone and next 10:00/17:00 slot.
3. Verify a single parcel with newest tracking still awaiting collection.
4. Inspect the Customer Service conversation before treating a delayed UI as a failed send.

For lost parcels or replacement decisions, use Escalation and human review. Pickup reminders do not resolve a logistics exception on their own.