How to Manage Missed Pickup Orders in Business Manager

Before You Start

This feature is available if:

Your business uses Own Drivers
You have the "Manually review orders before charging a missed pickup fee" setting enabled

If you don't see the options described below, confirm both conditions are met.

When an order is marked as a missed pickup, you have three ways to resolve it:

Action	When to use it	What happens
Charge Fee	True missed pickup — you want to charge the customer	Fee is charged; order moves to Missed Pickup Completed
Cancel Order	True missed pickup — you don't want to charge the customer	Fee is waived; order is canceled
Mark as Ready for Intake	Order was incorrectly flagged as missed — it's actually at the store	You choose whether to charge or waive the fee, then the order returns to its normal lifecycle for intake

Use this when the order was a genuine missed pickup and you want to charge the customer the missed pickup fee.

Use this when the order was a genuine missed pickup and you do not want to charge the customer.

Use this when the pickup was marked as missed by the driver, but the order is actually at the store and needs to be processed.

Open the missed pickup order in Business Manager
Go to the Pickup and Delivery section within the order
Click Mark as Ready for Intake
A popup will ask whether you want to charge the missed pickup fee or waive it
Select your preference — the order will return to its normal lifecycle and can be processed through intake as usual

I don't see the Charge Fee or Cancel Order buttons. Confirm that your business uses Own Drivers and that the "Manually review orders before charging a missed pickup fee" setting is enabled. If both are true and you still don't see the options, contact support.

I don't see the Mark as Ready for Intake option. This option is inside the order under the Pickup and Delivery section — not at the top of the page. If you still can't find it, contact support.

The order is stuck and I can't take any action. Do not attempt to mark the order as ready for pickup until you've resolved the missed pickup through one of the three options above. Resolving the missed pickup status is required before the order can move forward.

Can I reschedule or reorder from a missed pickup? No — rescheduling and reordering are not currently supported for missed pickup orders. The three available actions are: Charge Fee, Cancel Order, and Mark as Ready for Intake.

Can I waive the fee without canceling the order? Yes — when you use Mark as Ready for Intake, the popup lets you choose to waive the fee while still keeping the order active for intake. Waiving the fee and canceling only happen together when you use the Cancel Order button.

What does "Missed Pickup Completed" mean? It means the missed pickup fee was charged and the order has been closed out. No further action is needed.

What if I charged the wrong fee or made a mistake? Missed pickup resolutions cannot be automatically reversed. If you need to correct an error, contact support.

Reach out to our support team via the chat icon in Business Manager.