Automatically collect fees for any missed pickups on online pickup and delivery orders using own-driver delivery.

To set up a missed pickup fee, login to the Cents Business Manager and click into “Delivery Settings” in the Locations tab.

Scroll down to the “For missed pickup” section and click in to apply a fee.

Enter any dollar amount and establish which orders this missed pickup fee will apply to. Choose between both retail and commercial, retail only, commercial only, or manually review orders before charging a missed pickup fee.

If a manual review is chosen, a list of the orders with missed pickup fees will be displayed in the orders list in the Business Manager. From here, there is an option to automatically take action and charge the order, cancel the order, or both after the set number of hours.

Once the settings have been completed, click “Save.”

A custom message for customers is a great way to communicate with customers that a missed pickup fee will be charged. This can be found and edited in “Custom message for customers” under delivery settings.

In order to mark an order as a “failed pickup” in the Driver App, click the red exclamation mark on the specific order in the current route. This will now display as a “missed pickup” in the Business Manager.

Now, action can be taken on this specific order in the "Orders" tab based on the settings defined in the Business Manager. The order status will display as “Missed Pickup.”

Click into the order to take action. If manual review was set up in the delivery settings, the option to “Charge Fee” or “Cancel” will display at the top of this order.

With missed pickups, there is also an option to charge the fee or cancel the order directly from the Employee Application.

Once the order has been marked as missed and the route on the Driver App has been completed, this optionality is possible.

Click into the deliveries tab and view the missed pickup.

Next, click into the three dot menu and either “Charge missed pickup fee” or “Cancel order without charging.”

If a customer misses a pickup and these settings are enabled, they will receive the following text message:

If a customer misses a pickup, the operator will receive the following email:

To watch an end to end video of how missed pickup fees works, please watch the video below: