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Managing Pickup Requests

Pickup Management is the queue where donor pickup requests are reviewed, scheduled, and tracked. Open it from the sidebar under Point of Sale → Donation Pickups, or from the store hub. The buttons at the top jump to related pages: View Routes and Create Route for route building, and the gear button for Pickup Program Settings.

The dashboard​

At the top you'll see four counters — Pending Review, Scheduled, Completed Today, and Total Items on scheduled pickups. Below them:

  • A search box to find requests by donor name, address, or request number
  • A filter button (funnel icon) to narrow every tab to a requested-date range — set a From and/or To date, and clear them from the same panel. The button is highlighted while a filter is active.
  • Three tabs — Pending Review, Scheduled, and Completed — with a count badge on each

Each request card shows the donor's name, status badge, confirmation number, pickup address, item count, and tap-to-call phone and email links. The calendar line shows the scheduled date and time window once the pickup is booked; until then it shows the date and window the donor requested, so you can triage without opening each request. Every card also shows when the request was submitted. The queue tabs put the most urgent work on top: Pending Review lists the soonest donor-requested pickup date first, Scheduled lists the soonest scheduled pickup first, and Completed shows the most recent pickups first.

Review and approve a request​

Requests wait in the Pending Review tab until someone decides on them.

  1. Click Review on the request card. The review dialog shows the donor, address, item count, and the date and window the donor asked for.
  2. Set the Pickup Date and Time Window. Both are prefilled from the donor's request when possible — change them if that day doesn't work. The window list offers your standard windows (for example Morning 8:00 AM – 12:00 PM, Afternoon 12:00 PM – 4:00 PM, Evening 4:00 PM – 7:00 PM, or All day), plus a "Donor requested" option if they asked for something unusual.
  3. Add Assessment Notes if there's anything the crew should know.
  4. Click Approve & Schedule. The pickup moves to Scheduled on the date and window you chose.

A pickup date and time window are required to approve — the button stays disabled until both are set.

Decline a request​

In the same review dialog, choose a Decline Reason — items not acceptable, outside service area, no capacity, condition too poor, safety concerns, or other — optionally add notes, then click Reject. The donor is notified.

Why requests land in review​

When auto-booking is on, most clean requests schedule themselves. A request comes to you instead when something needs a human decision. Open the request's detail page to see the Review reasons — for example:

  • The address is outside your service area
  • The requested date is too soon, too far out, unavailable, or already at capacity
  • The requested time window isn't offered that day
  • An item is in a category you don't accept
  • A screening answer needs a look (for example, stairs)
  • The address couldn't be matched to a map location

View full pickup details​

Choose View Details from a request card's three-dot menu (or click through from anywhere a pickup is listed). The detail page shows:

  • The status, confirmation number, and when the request was submitted
  • Review reasons, if any
  • Donor contact information
  • Pickup location — if the address hasn't been matched to map coordinates yet, a warning reminds you to resolve it before route planning
  • Schedule — requested date, scheduled date, time window, and the assigned truck
  • Operational details — estimated duration, volume, weight, and inventory intake status
  • Items with quantity, category, and condition
  • Notes from the donor, the assessment, internal staff, and the driver

Reschedule a scheduled pickup​

  1. On the Scheduled tab, open the request card's three-dot menu and choose Reschedule.
  2. Pick the New Date and Time Window.
  3. Click Reschedule. The donor is notified of the new time.

Donors can also request a new time themselves from their tracking link — those changes may put the pickup back in Pending Review for you to confirm.

Cancel a pickup​

Open the three-dot menu on a scheduled request and choose Cancel Pickup. The donor is notified.

After the truck returns​

When a driver completes a pickup, the pickup record shows what was collected, any completion photos the driver added, and the donor's signature. Collected items flow into your store's inventory intake so they can be priced and put on the floor — the pickup's Inventory intake status on the detail page tracks that handoff.

The header alert: pickups that need attention​

Whenever pickups in the next 3 days still need staff action, a truck icon with an amber count appears in the top bar on every page (visible only to pickup-managing staff). It counts two things: requests still waiting in Pending Review, and scheduled pickups that aren't on a published route yet — a route saved as a draft doesn't count, because no driver has been dispatched. Hover it for a summary, or click it for the breakdown and one-tap links to this page and the Route Builder. It disappears on its own once everything is reviewed and routed.

Customize the pickup emails​

Every email in this lifecycle — request received, confirmation, reminders, driver en route, completed, thank-you, rescheduled, cancelled, and the driver's route assignment — can be reworded in your affiliate's voice under Administration → System Emails, in the Donation Pickups section. The pickup details, the donor's tracking button, and the tax acknowledgment are always included below your message. See Customize System Emails.