Fulfilling Store/Curbside Pickup Orders

Fulfilling Store Pickup & Curbside Pickup Orders

Store Pickup allows customers to place orders online and pick them up inside the store. Customers can also select the Curbside Pickup option during checkout within store pickup fulfillment, where the order is handed over at the designated parking or pickup spot.

Fulfillment employees are responsible for picking items, preparing orders, and handing them over to customers after completing any required verification, such as confirming an order code or verifying age eligibility.

This KB explains the fulfillment flow for Store Pickup and Curbside Pickup orders. Screenshots from both the Fulfillment Web Portal and Mobile App (Handheld Device) are included for better understanding of the handover workflow.

1. Accessing Pickup Orders

Fulfillment employees can manage Store Pickup and Curbside Pickup orders from the **Pending** stage in the Fulfillment Portal/App.

1. Step 1: Log in to the FTx Commerce Fulfillment Portal/App
   
2. Step 2: Select the relevant Store Location
   
3. Step 3: View newly placed orders from the Dashboard
   

Figure 1.1 – New Order Listing on Dashboard

1. Step 4: Access order by either:

1) Clicking the order from the Dashboard listing to view order details and item information.

2) Clicking the Pending stage to view all pending orders.

Figure 1.2 – Start Picking

Employees can begin the item-picking process from the Order Details page or by selecting "Start Picking" from the listing action options.

2. Pending - Item Picking & Packaging

Once an order reaches the Pending stage, employees can begin the fulfillment process - Item Picking, Print Packaging, and Assign Order Package(s) Staging Area.

1. Click "Start Picking."

2. Pick the ordered items and update quantities if required.

Figure 2.1 – Item Picking

3. Review substitute items (if substitutions are allowed by the customer). This helps when ordered items are out of stock or insufficient in quantity.

4. Select the number of package labels to print.

5. Assign the package(s) to a staging area.

6. Click "Mark Ready" to move the order to the Ready stage.

Figure 2.2 – Assign Staging Area & Mark Ready

Once completed, the order moves to the Ready stage.

Note: When item picking begins, the order automatically moves to the In Progress stage. If picking is interrupted, employees can continue or reset the picking process from the In Progress stage.

Figure 2.3 – In Progress

3. Ready Stage - Order Handover

Once an order reaches the Ready stage, fulfillment employees can hand over the order to the customer and complete the fulfillment process.

3.1 Ready Orders Listing

Clicking the Ready stage displays all orders that are ready for customer pickup based on the scheduled pickup time or when the customer arrives at the store.

Available Actions

• View Order – Access the order details page from the listing actions or simply click the order record.
• Print Receipt – Print a copy of the receipt containing order details to assist with packaging and order handoff.
• Start Fulfilling – Begin the order handoff process and complete the final step of order fulfillment.
• Cancel Order – Cancel an order when needed. Select the appropriate reason and confirm the order cancellation.

Note: If multiple fulfillment types of orders are in the list (Delivery, Standard Shipping, etc.), filter options are available in each stage to quickly locate relevant orders.

Figure 3.1.1 – Ready Orders Listing

Employees can begin the handover process once the customer arrives for pickup.

3.2 Order Handover Process

Follow the steps below to complete the order handover:

1. Customer arrives at the store (Store Pickup) or designated parking spot (Curbside Pickup).
2. Navigate to the Ready stage.
3. Search for the order using the order number or customer name.
4. Click "Start Fulfilling" from the Listing Page OR Order Details page.
   

Figure 3.2.1 – Start Fulfilling

5. Review the order details and assigned staging area information.
6. Click "Continue" to proceed to customer verification.

Figure 3.2.2 – Continue to Verification

7. Complete customer verification.
8. Hand over the order to the customer.

Once verification is completed successfully, the order is automatically marked Fulfilled and moved to the Fulfilled stage.

Customer Verification Flow [Identity/Age]

Verification requirements depend on the order type and Store Admin settings under Customer Identity Verification and Age Verification Settings.

Orders Without Age-Restricted Items

• Confirmation Code – Enter the auto-generated 4-digit confirmation code.
• Customer Identity Verification – Verify customer identity [First and Last Names] by scanning a Driver's License (DL) or Identity QR Code generated from an age-verified customer profile.

Orders With Age-Restricted Items

• Verify the customer's age (DOB) by scanning a Driver's License (DL) or Identity QR Code generated from an age-verified customer profile.

Figure 3.2.1.1 – Customer Verification

Note: If an alternate pickup person is collecting the order, the system verifies the alternate person's First Name, Last Name, and DOB (for age-restricted orders) against the information provided during order placement.

3.3 Customer Access for Curbside Pickup [Mobile App-PWA]

Store Pickup and Curbside Pickup orders can be identified using their respective order icons. The fulfillment process remains the same as described in Section 3.2.

For customers using the FTx Commerce Mobile App (PWA), additional curbside features are available to help store employees identify the customer upon arrival.

When approaching the store:

• The customer can select "I'M ON MY WAY" and confirm they are arriving soon.
• Upon arrival, the customer can select "I'M HERE" and provide vehicle details such as vehicle type and color.
  

Figure 3.3.1 – Customer Reaches Parking Spot

Store employees can view the submitted vehicle information to quickly identify the customer and complete the handover.

Figure 3.3.2 – Customer Vehicle Details

Note: This feature is available only for customers using the FTx Commerce Mobile App (PWA) on iPhone and Android devices.

4. Fulfilled & Canceled Orders

4.1 Fulfilled Orders Stage

Completed orders are available in the Fulfilled stage for future reference and return processing.

Available Actions on Listing

• View Order – Review completed order details
• Initiate Return – Process full or partial returns based on store return settings
  

Upon clicking "View Order," store employees will redirect to the order details page.

Figure 4.1.1 – Fulfilled Orders Details

Note: The Initiate Return option is available based on the return settings configured in:

• Store Admin → General Settings → Other Settings → Allow Returns
• Location-level override: Location Settings → Allow Returns
  

4.2 Canceled Orders Stage

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.

Figure 4.2.1 – Canceled Details

Customers may also be allowed to cancel orders based on the setting configured under: Store Admin → General Settings → Other Settings → "Allow Customer to Cancel Order"

Regardless of who initiates the cancellation, the order is moved to the Canceled stage, where employees can review the cancellation reason for future reference.

4.3 Returned Orders Stage

When a customer returns an item or an entire order, store employees can process the request using the Initiate Return option. Returned orders can then be tracked under the Returned orders section.

Figure 4.3.1 – Returns and Refund

If the original order was paid using multiple payment methods, store employees are prompted to choose how the refundable amount should be allocated among the eligible payment methods.

Partial Returns: If only specific items or quantities from an order are returned, the order remains in the Fulfilled stage. The returned items or quantities are displayed with a strikethrough, and the refunded amount is recorded on the order for easy reference.

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