Donation Pickups Overview

Donation pickups let donors give large items — furniture, appliances, building materials — without bringing them to the store. A donor requests a pickup online, your team reviews and schedules it, a route is built for a truck and driver, and the driver completes the pickup at the donor's door.

How a request becomes a completed pickup

1. The donor requests a pickup. On your public donation pickup form, the donor enters their contact information, pickup address, the items they're donating, and a preferred date and time window. They receive a confirmation number and a private tracking link.
2. The request goes to the right store. If your affiliate runs pickups from more than one store, the donor's ZIP code decides which store serves them: the request lands in the queue of the store whose service area covers that ZIP, and the form shows that store's items, time windows, and offers. Each store also has its own share link that always books with that store — see Pickup Program Settings.
3. The request is scheduled or reviewed. If your program has auto-booking turned on and the request passes every check (in your service area, accepted item types, an open date with capacity), it is scheduled instantly. Otherwise it lands in the Pending Review queue for staff.
4. Staff review and approve. From Pickup Management, staff open the request, confirm a pickup date and time window, and approve it — or decline it with a reason. The donor is notified either way.
5. A route is built. In the Route Builder, staff group scheduled pickups for a day into a route, optimize the stop order, assign a driver and vehicle, and publish it.
6. The driver runs the route. In the driver app, the driver starts the route, navigates stop to stop, and completes each pickup with item confirmation, photos, and a donor signature.
7. Items come back to the store. Completed pickups are recorded on the pickup record, and collected items flow into your store's inventory intake.

Pickup statuses

Status	What it means
Requested	The donor just submitted the request.
Pending Review	Staff need to look at it before it can be scheduled.
Scheduled	A pickup date and time window are confirmed.
Assigned	The pickup is on a published route.
En Route	The driver is on the way to this stop.
Arrived	The driver is at the donor's address.
Completed	The pickup is done (fully or partially collected).
Rescheduled	The pickup was moved to a new date.
Declined	Staff declined the request; the donor was notified.
Cancelled	The pickup was cancelled by staff or the donor.

Where everything lives

All staff pickup pages are in the sidebar under Point of Sale:

• Donation Pickups — the request queue: review, approve, decline, reschedule, and cancel pickups. See Managing Pickup Requests.
• Pickup Routes — build, optimize, and publish routes. See Building and Optimizing Routes.
• Driver Scheduling — the calendar of routes and driver availability, plus adding and removing drivers. See Driver Scheduling and Availability.
• Vehicles — the truck fleet: capacity, home store, and active/maintenance/retired status. See Managing Vehicles.
• Pickup Settings — what donors can request and when, plus the public form's share link and embed code. See Pickup Program Settings.
• Driver Dashboard — the driver's view of their routes and stops, on a phone or tablet (drivers see it as its own sidebar entry). See The Driver App.

What the donor sees

After submitting a request, the donor gets a confirmation number and a tracking link by email. The tracking page is the donor's home base for the pickup — it shows the scheduled date and arrival window, the pickup address, the item list, and a progress timeline from Requested through Completed. From there they can:

• Check the current status of their pickup at a glance
• Watch the driver approach on pickup day — while the truck is en route to them, the page shows "your driver is about N minutes away" with a live map of the truck's position
• Request a different date or time window — the page offers only genuinely available dates, with the same rules as the original booking
• Upload photos of the items they're donating and see the ones already added — photos can be attached while filling out the request form (per item) or any time afterwards from this page, up to the moment the driver heads out
• Cancel the pickup

If the donor paid for priority service or added a donation when booking, the page shows a priority badge and a thank-you note. When a donor requests a change that can't be booked automatically, the pickup returns to your Pending Review queue so staff can confirm the new time.

The email cadence

If your program has SMS updates turned on (see Pickup Program Settings) and the donor checked the "Text me updates" box when requesting the pickup, the day-of moments below also arrive as text messages — the day-of reminder, the driver-on-the-way alert, and any same-day reschedule or cancellation.

Donors are kept informed by email at every step, automatically:

1. Confirmation — sent the moment a pickup is scheduled (or a "request received" email if it's waiting for staff review).
2. Reminder the day before — about 24 hours ahead of the scheduled window.
3. Reminder on pickup day — about 2 hours ahead, with preparation tips.
4. Driver on the way — when the driver heads to their stop, with a Track your driver link showing the truck's live location and arrival estimate.
5. Completion and thank-you — after the pickup, including the donation acknowledgment for the donor's tax records (when the donor opted in to a receipt).

Every one of these emails carries the donor's tracking link. The messages work out of the box with Omnivo's built-in wording and your affiliate's branding; you can replace any of them by creating your own automation rule for the matching Pickup trigger under Communications, or switch one off by deactivating your rule for it. Reminder timing is set per store in Pickup Program Settings.