Store Networks
Part of Click-and-collect store technology
Handling collection changes across connected store systems
Manage pickup edits, cancellations and store requests by reconciling the live order with tickets, parcels and customer messages.
When a collection order changes, update the record that owns it, then check the picking view, paper ticket, customer message and physical parcel. A line-item edit can leave an older ticket beside an already packed bag. Pause the handoff until staff know which version is current and the goods agree with it.
Set the change rules
List the changes the store will accept: item or quantity edits, cancellation, a later arrival, a different collector or a request for another store. For each, name the team authorised to approve it, the system where it begins and the point after which a return or new order is needed. Counter staff should see the rule while serving a customer.
Before changing an order, check that the staff member has the required platform permission. Shopify requires the store owner or a staff member with the Edit orders permission. Square order management requires the orders permission; cross-location orders also require checkout permissions.
Shopify says unfulfilled items in an order can be edited, but fulfilled items can’t be removed or have their quantity adjusted. Orders created by an app generally can’t be edited in Shopify admin or by other apps; only the app that created the order can edit it.
Shopify’s pickup guidance describes store transfers as a way to move inventory to a pickup location when stock is unavailable there. Treat an inventory transfer as distinct from a customer’s request to collect at another store, and confirm the collection details before moving the parcel.
Square’s Australian guidance documents cancellation before fulfilment and a separate refund action. Its Square for Retail cross-location order guidance says items in that order flow must be fulfilled from one location. Apply that limit to the documented flow, not to every Square order.
Define change rules before editing a collection order
- List accepted changesItem or quantity edits, cancellation, later arrival, a different collector, or a request for another store.
- Name the approving teamFor each change type, state who is authorised to approve it.
- Identify the starting systemRecord where the change begins and where the current order is governed.
- Set the return or new-order pointDefine the stage after which a return or new order is needed instead of an edit.
- Show the rule at the counterCounter staff should see the rule while serving a customer.
- Check platform permissionsConfirm the staff member has the required platform permission before changing the order.
Reconcile each permitted change
- Find the current order.Check its reference, collection store, fulfilment status and payment state in the governing system.
- Pause conflicting work.Tell the picker or counter colleague that a change is pending. Hold a ready parcel if its contents may be wrong.
- Apply the change.Record approval and check whether payment, refund or a replacement order is needed.
- Check downstream copies.Compare the pick view, printed ticket, parcel label, holding location and customer message with the current order.
- Resume or contact the customer.Correct the instruction where needed and resume handoff when staff can explain what will be released.
Shopify warns that some connected apps may not recognise order edits. An app’s record can be wrong after the governing order changes.
Reconciling a permitted collection change
- Find the current orderCheck reference, collection store, fulfilment status and payment state in the governing system.
- Pause conflicting workTell the picker or counter colleague a change is pending. Hold a ready parcel if its contents may be wrong.
- Apply the changeRecord approval and check whether payment, refund or a replacement order is needed.
- Check downstream copiesCompare the pick view, printed ticket, parcel label, holding location and customer message with the current order.
- Resume or contact the customerCorrect the instruction where needed and resume handoff when staff can explain what will be released.
Handle common exceptions
An item is unavailable. Stop readiness, confirm the stock position, offer approved alternatives and update the order before relabelling the parcel. If the customer declines, use the applicable cancellation or refund path and tell staff what to do with the set-aside goods.
The customer will arrive later. Separate the customer’s planned arrival from the store’s readiness promise. Check holding space and trading hours. Put the agreed arrangement where counter staff can see it; do not assume an order note changes an automated message.
The customer wants another store. Check whether the platform supports changing the customer’s collection point. If it does not, explain the supported options before moving goods. Confirm the collection details in the order and update the parcel and staff instructions to match.
The order is marked collected. Check the handoff record and physical parcel before another status action. Verify what happened before releasing goods a second time.
Exception checklist for collection changes
- Item is unavailableStop readiness, confirm the stock position, offer approved alternatives and update the order before relabelling the parcel. If the customer declines, use the applicable cancellation or refund path and tell staff what to do with the set-aside goods.
- Customer will arrive laterSeparate the customer's planned arrival from the store's readiness promise. Check holding space and trading hours. Put the agreed arrangement where counter staff can see it; do not assume an order note changes an automated message.
- Customer wants another storeCheck whether the platform supports changing the customer's collection point. If it does not, explain the supported options before moving goods. Confirm the collection details in the order and update the parcel and staff instructions to match.
- Order is marked collectedCheck the handoff record and physical parcel before another status action. Verify what happened before releasing goods a second time.
Check the connected path
For every permitted change, use a test order in the actual configuration. Follow it through each screen, message and paper ticket staff use.
Check whether updates reach the relevant order record, picking view, customer message and parcel instructions. Record late or missing updates, manual corrections and permission problems. The store rule should also say who resolves a disagreement between systems and who contacts the customer.
