Fulfilling "Delivery by Store Team" Orders

Fulfilling "Delivery by Store Team" Orders

Fulfilling Orders - Delivery by Store Team

Handle every step of the delivery process, from picking and packing orders to ensuring successful delivery.

The Delivery by Store Team fulfillment option allows stores to fulfill and deliver orders using their own delivery staff. Fulfillment employees can pick items, prepare packages, assign delivery details, and complete the order handoff before delivering the order directly to the customer’s location.

This KB article explains how fulfillment employees can manage and complete Delivery by Store Team orders from the fulfillment portal.

1. Pending Orders - Delivery by Store Team

Customers can place orders for Delivery by Store Team, where the order is delivered to the address provided during checkout.
Fulfillment employees can filter deliveries by Our Teams (Store Team) orders from the order listing. These orders can be easily identified because they do not display any third-party delivery tags, such as DoorDash or Uber, indicating that delivery will be handled by the store's own team.

Fulfillment employees can manage delivery orders from the Pending section in the fulfillment portal.
Steps:
  1. Log in to the fulfillment portal.
  2. Select the store location.
  3. Navigate to Pending from the left-side menu.
  4. Search or filter orders if required.
Figure 1.1 - Pending Orders Listing

2. Item Picking & Order Preparation

Once an order is available in Pending, employees can begin preparing the order for delivery. 
Item Picking and Order Handling Steps:

Figure 2.1 - Pending Orders - Item Picking
  1. Select "Start Picking" from the listing action or from the order details page.
  2. Pick ordered items and update quantities if required.
  3. Complete packaging and assign a staging area.
  4. Once completed, the order moves to Ready status.

Figure 2.2 - Staging Assignment & Mark Ready

In Progress: If picking is interrupted, the order moves to In Progress, where employees can Continue or Reset the picking process.

Figure 2.3 - In Progress Stage

3. Ready Stage – Delivery Order Process

Once item picking, packaging, and staging are completed, the order moves to the Ready stage and is available for delivery. 

3.1 Order Delivery Process

Follow these steps to begin the delivery process:


Figure 3.1.1 - Start Fulfilling
  1. Click "Start Fulfilling" from the order listing or order details page.
  2. Review the following information:
    • Order Details: Package information, staging area, and verified item quantities
    • Customer Details: Customer name and contact information
    • Delivery Details: Delivery address and route information
  3. Once "Start Delivery" is clicked, the customer is notified that the order is Out for Delivery.

Figure 3.1.2 - Start Delivery
4. After reaching the customer's location, click "Continue" to begin the customer verification process.


Figure 3.1.3 - Continue to Verification

3.2 Customer Identity / Age Verification

If the Confirmation Code is enabled, store employees must ask the customer to provide their 4-digit confirmation code to complete the delivery process.

If Identity Verification and/or Age Verification is enabled, the customer must complete verification before the order can be delivered. Verification can be completed by scanning the customer’s Driver’s License or the FTx Identity QR Code from their profile.


Figure 3.2.1 - Customer Verification
Info
For more information, refer to Customer Verification Flow (Identity/Age) in the Fulfilling Store/Curbside Pickup Orders KB.

3.3 Unable To Delivery/Reschedule Order

If the order cannot be delivered, employees can select Unable to Deliver or Reschedule Order to update the delivery status, provide a reason, or choose a new delivery date and time slot.


Figure 3.3.1 - Undelivered
Notes
If "Reschedule Order" is not enabled or no delivery time slots are configured, selecting "Unable to Deliver" will cancel the order. To avoid unnecessary cancellations and refunds, configure Delivery time slots in Store Admin and use Reschedule Order whenever possible to schedule a new delivery time and retain the sale.
InfoFor more information, refer to Reschedule Pickup & Delivery Orders.

4. Fulfilled Orders & Other Stages

Once the order has been successfully handed over and verified, it is automatically moved to the Fulfilled stage. Store employees can review completed order details, including who received the order and the verification method used (Confirmation Code, Driver’s License upload, or QR Code scan) for future reference.

Figure 4.1 - Fulfilled
  1. Canceled Orders: Store employees can cancel orders from any stage due to out-of-stock items or operational reasons. When canceling an order, employees must select a cancellation reason before confirming the action.
  2. Return Orders: When a customer comes to the store to return an item or an entire order, store employees can process the return using the Initiate Return option. Returned orders can then be tracked under the Returned Orders section.

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