Pickup Collection

Take payment for Pay at shop pickups, review payment status for other pickups, and hand over the original order.

Check how the original online pickup order is meant to be paid before collecting money. Only Pay at shop pickups open the counter payment flow. Other pickups show their order total, pickup status and payment explanation, with handover only. Payment and handover are separate actions; a new counter bill would record a separate sale.

For a new pickup order, COD is not offered even if it is enabled for deliveries. The customer can choose Pay at shop only when the store offers it for the selected pickup location, or use an available online payment method. With Pay at shop, select Place Order (Pay at shop). Collect on the original pickup when the customer comes to the shop; for a prepaid order, confirm the recorded payment and hand over without collecting again. Pay at shop collection accepts cash, UPI or card; it does not accept gift card, store credit or exchange credit.

Screen: Open /pos, then See kept bills or Kept aside to open Orders, and select Pickups. The Pickups entry for a Pay at shop pickup is also under More on the left rail (see Use the More menu); it opens collection at /pos/pickups. The menu lists Pickups once: when the counter shows its own Pickups N entry, that one is used and the plain copy is left out.

Read the readiness line in the pickup list

Each row in the pickup list (More → Pickups, /pos/pickups) shows the order number, the customer's first name, one readiness pill, an action line and a payment line. The whole row is the button: select it to open that pickup.

Not ready for pickup is not an error. The pill changes to Ready to collect once someone selects Ready for pickup on that order in Orders → Pickups. Only hand goods over once the order is ready and the customer is at the counter.

Under the readiness pill the row shows what you will do next and whether money is owed:

Why does a paid pickup say "Paid · not ready yet"? Payment and readiness are separate. Paying (for example online, or earlier at the counter) does not mark the order packed. Open Orders → Pickups, find the card and select Ready for pickup; the pill changes to Ready to collect.

Pickup ages in the quick panel. On the counter's Pickups N panel and Orders → Pickups, each card's detail line ends with how long ago the order was placed: N min under an hour, N h from one hour up to a day, and N d after that (rounded to the nearest whole day, so about 2 days and 21 hours reads 3 d).

Mark a pickup ready before it is paid

A Pay at shop pickup is usually unpaid while you pack it. You do not have to take payment first: you can mark it ready, and the customer is shown that it is ready, while the payment is still waiting. Payment and handover stay locked in the right order.

Screen: Open /pos, then See kept bills or Kept aside to open Orders, and select the Pickups tab (it shows a count, for example Pickups 3). Each pickup is a card.

A prepaid pickup has nothing to collect, so its Handed over button is not held back by payment. If a card says Could not update this order. Try again., nothing changed; retry the same button.

Check whether the customer was told

When you select Ready for pickup on a pickup in Orders → Pickups, the system sends the customer one ready message by itself. It sends WhatsApp when an approved pickup-ready WhatsApp template is set up for the platform, and otherwise SMS when an approved pickup-ready text is set up. If both are set up and WhatsApp rejects the message, it falls back to SMS. It never sends email for this. A message that was sent, or is already on its way, is never sent again: reloading the page does not send a second one, and the result is saved with the order so it is still there after a refresh.

Screen: the line under the order card in the Pickups list shows the result.

Whenever the line says Customer not notified, the card also shows two buttons so you can tell the customer yourself: Contact customer (opens your phone's dialler with the customer's number) and Message on WhatsApp (opens a WhatsApp chat with that number). If the order has no phone number you see No phone number available for this order. instead. Marking an order ready never fails because a message could not be sent; payment and handover steps are unchanged.

Why don't customers get the ready message? Read the line under the card. no message service is set up means the platform has no approved WhatsApp template or SMS text for pickup-ready messages, so every ready tap will show the not-sent line and these two buttons. This is set up on the platform side, not in your store settings, so ask BillionBiz support. no phone or email saved means the customer's order has no number to message; use the order's details. the message could not be sent is not retried from the screen: once an order is ready its next button is the handover one, not Ready for pickup. Use the two buttons to tell the customer yourself.

Check the pickup's payment status

Select the order in Orders → Pickups and check its customer and order number. For pickups other than Pay at shop, review Order total and the pickup status: Ready for pickup, Awaiting pickup or Handed over. Order total is the order's total, not a request to collect that amount again.

For these pickups, use Hand over order only when you intend to release the goods. It records handover without taking cash, UPI or card payment. The action is disabled while a request is running, while the counter is busy, or when the order's current status does not allow handover. After success, check Handed over. If you see Could not hand over the order. Try again., retry the same order; do not create a new bill to resolve a handover error.

Restaurant pickups: Accept, Ready and Handover

Screen: /pos counter, Orders rail, Pickups (and Online orders) cards.

On a restaurant store the card's main button changes as the order moves along:

Kitchen delivery not confirmed. If the kitchen ticket was queued, failed or has an unknown result, the card shows Kitchen ticket is queued or failed. Resolve it before continuing. with a Confirm kitchen receipt button. Select it to open the Kitchen ticket dialog, check with the kitchen that the ticket arrived, and confirm there. When no unresolved kitchen delivery is left, the rail retries the Ready for pickup or Handed over you had selected once. If the kitchen is still unresolved the card shows Resolve the kitchen work before marking this order ready. and nothing changes. If the retry itself fails the card shows Could not update this order. Try again.

The pickup collection screen shows the same kitchen message when a handover is refused for this reason, but it has no Confirm kitchen receipt control. Go back to the Orders rail, resolve it there, then return.

Collect and hand over a Pay at shop order

Troubleshooting

Why can't my customer choose COD for pickup?

COD is not offered for pickup orders. Enabling COD for a delivery zone or pincode does not enable it for pickup. Keep the original pickup location and choose Pay at shop only if the store offers it for that location, or use an available online payment method. A stale COD submission shows Cash on Delivery is not available for pickup. Choose Pay at shop or an online payment method. In POS, open Orders → Pickups, choose the original Pay at shop order, collect cash, UPI or card, then use Hand over order after payment. For a prepaid pickup, check the recorded payment and hand over only. Do not create another sale or collect a prepaid amount again.

Why can't I take payment for this pickup?

Only Pay at shop pickups open counter payment. A prepaid pickup, a COD pickup or a pickup with another payment method shows its payment explanation and handover only in Orders → Pickups. Read that explanation and check the original order's payment record. Payment already recorded. Only handover is available here. means you must not collect again. The COD explanation does not offer payment collection through Hand over order; confirm the arrangement with the owner. Do not create another counter bill to make payment buttons appear.

See Counter Billing & Tenders for ordinary sales and Orders, Refunds & Carts for the original online order.

Handover at busy times

Handing over a pickup moves its order to its next status and sends the customer's status update. At busy times, many counters, online orders and reports share the same database connections.

What the system does:

• The handover reads and writes the order inside one saved change, so a handover no longer fails just because other requests are using the remaining connections.
• The customer's status notification is sent only after the change is saved. If the handover fails and is rolled back, no status notification is sent for it.
• If the server has no free connection for the request, it answers that it is busy. The request does not change the order.

What you see and do:

If it keeps failing for several minutes, or other screens also say they could not load, tell support the pickup's order number, the exact message and the time.

Keep the online order and counter collection together

A Pay at shop order keeps its online origin after collection. Its counter tenders record where payment was received; collection does not turn it into a separate counter-origin sale. Look up the original order and its recorded cash, UPI or card before resolving a return or a payment query. Eligible collected pickups can offer the ordinary short-window Undo, subject to the cashier's permission and remaining window. Use the original order; do not create a refund on an unrelated bill.

Customers can request a return of an eligible collected pickup through their original online order. The refund is allocated against the payments actually recorded there, including multiple counter tenders, rather than assuming the first payment covers the whole return. Review the original order's return and payment status; an accepted return request is not proof a refund already completed. See My Orders, Tracking & Returns.

Why does a collected pickup still appear as Online? Online is its order origin. Counter tenders and the collection record show how it was paid. Check those before collecting or refunding again.