If a customer isn't there when your driver arrives, the driver can mark the pickup as missed. You can charge a missed pickup fee automatically, or review each one and decide whether to charge the fee, cancel the order, or send it to intake.
Use this if you use your own drivers and want to set up or handle missed pickup fees.
Before you start
Missed pickup fees are for online pickup and delivery orders that use your own drivers. See How to Set Up Delivery with Your Own Drivers.
Step 1: Set up the missed pickup fee
In Cents Business Manager, go to Admin > Locations, select the location, and open Delivery Settings.
Scroll to For missed pickup and click to add a fee.
Enter the dollar amount and choose which orders it applies to: retail and commercial, retail only, commercial only, or manually review orders before charging a missed pickup fee.
With manual review, you can also set an automatic action (charge, cancel, or both) after a set number of hours.
Click Save. You can edit the text customers get under Custom message for customers in Delivery Settings.
Step 2: How a pickup gets marked as missed
In the Cents Driver App, the driver taps the red ! on the stop and picks the reason. The order then shows as Missed Pickup in Business Manager.
Step 3: Resolve a missed pickup (manual review)
Open the missed pickup order in Business Manager. You have three options:
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 |
Charge Fee: click Charge Fee at the top of the order. The fee is charged and the order moves to Missed Pickup Completed.
Cancel Order: click Cancel Order at the top of the order. The fee is waived and the order is canceled.
Mark as Ready for Intake: in the order's Pickup and Delivery section, click Mark as Ready for Intake, then choose to charge or waive the fee. The order goes back to its normal flow for intake.
From the Employee App
After the driver finishes the route, open the Deliveries tab and find the missed pickup.
Tap the three-dot menu and choose Charge missed pickup fee or Cancel order without charging.
What customers and your team receive
The customer gets a text letting them know the pickup was missed.
Your business gets an email about the missed pickup.
Frequently asked questions
Can I reschedule or reorder from a missed pickup?
Not right now. Your options are Charge Fee, Cancel Order, and Mark as Ready for Intake.Can I waive the fee without canceling?
Yes. Use Mark as Ready for Intake and choose to waive the fee.What does Missed Pickup Completed mean?
The fee was charged and the order is closed out.I charged the wrong fee or made a mistake.
Resolutions can't be reversed automatically. Text our Support team.
Videos
Troubleshooting
I don't see Charge Fee or Cancel Order.
Check that the location uses your own drivers and manual review is turned on.I don't see Mark as Ready for Intake.
It's inside the order, in the Pickup and Delivery section, not at the top.The order is stuck.
Resolve the missed pickup with one of the three options first. You can't mark it ready for pickup until then.
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.