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Pickup Locations Documentation

Menu Location: Settings > Locations > Pickup Locations

Access Level: Manager and above

Last Updated: 2026-03-01

Overview

The Pickup Locations page manages all customer pickup points where subscribers can collect their orders instead of home delivery. This feature is essential for businesses offering farmers market pickup, warehouse pickup, or partner location pickup options. Well-managed pickup locations improve customer convenience, reduce delivery costs, and expand service areas.

Primary Functions:

  • Create and manage pickup location details
  • Set pickup hours and availability schedules
  • Assign customers to specific pickup locations
  • Track pickup location capacity and usage
  • Generate pickup manifests and customer lists
  • Manage location-specific instructions and maps
  • Configure pickup notification settings
  • Monitor pickup location performance

Page Layout

Header Section

  • Add New Location button: Create new pickup location
  • Search Bar: Find locations by name, address, or city
  • Filter Controls: Filter by status, region, or pickup day
  • Map View Toggle: Switch between list and map display
  • Bulk Actions: Activate/deactivate multiple locations

Pickup Locations List

Displays all locations with key information:

  • Location Name (clickable to edit)
  • Address - Full street address
  • Pickup Days/Hours - When customers can collect orders
  • Active Customers - Number of subscribers using this location
  • Capacity - Max customers per pickup day
  • Status - Active, Inactive, or Seasonal
  • Actions - Edit, View Customers, Print Manifest, Directions

Map View (Optional)

Interactive map showing all pickup locations:

  • Pin markers for each location
  • Color-coded by status or capacity
  • Click pin to view location details
  • Useful for planning new locations

Creating a Pickup Location

Basic Location Setup

Required Steps:

  1. Click "Add New Location" button
  2. Enter location name (customer-facing)
  3. Add complete street address
  4. Verify address with map pin
  5. Enter phone number for location
  6. Set pickup days and hours
  7. Define capacity limits
  8. Add location instructions
  9. Upload location photo (optional)
  10. Save location

Location Information Fields

Location Name:

  • Customer-facing name shown in dropdown
  • Make it recognizable and clear
  • Include neighborhood or landmark if helpful

Examples:

  • "Downtown Farmers Market"
  • "Eastside Community Center"
  • "Main Street Warehouse Pickup"
  • "Green Grocer Partner Store"

Physical Address:

  • Complete street address required
  • Include suite/building number if applicable
  • System validates address and shows map preview
  • Customers use this for GPS navigation

Contact Information:

  • Phone Number: For customer questions or emergencies
  • Contact Person: Name of on-site coordinator (optional)
  • Email: Location-specific contact email (optional)

Pickup Schedule

Setting Pickup Days:

  1. Check boxes for days location is available
  2. Common patterns:
    • Weekly: Every Wednesday
    • Bi-weekly: 1st and 3rd Wednesday
    • Multiple days: Tuesday and Thursday
    • Farmers Market: Saturday only

Setting Pickup Hours:

  • Start time: When pickup window opens
  • End time: When pickup window closes
  • Display to customers during checkout
  • Send in pickup reminder emails

Examples:

  • Farmers Market: Saturdays 9:00 AM - 1:00 PM
  • Warehouse: Tuesday-Thursday 3:00 PM - 6:00 PM
  • Partner Store: Daily during store hours 10:00 AM - 7:00 PM

Multiple Time Windows: Some locations may have different hours on different days:

  • Wednesday: 12:00 PM - 3:00 PM
  • Saturday: 9:00 AM - 1:00 PM

Capacity Management

Setting Capacity Limits:

  • Max Customers Per Day: Prevent overcrowding
  • Max Orders Per Time Slot: If using time slot booking
  • Alert Threshold: Warn when nearing capacity

Example: Farmers Market booth capacity: 50 customers max

  • Alert at 40 customers (80% capacity)
  • Close signup at 50 customers
  • Automatic waitlist after capacity reached

Why Set Limits:

  • Manage pickup logistics
  • Prevent long wait times
  • Ensure adequate staffing
  • Maintain quality customer experience

Location Instructions

Pickup Instructions (Required): Clear directions for customers finding and collecting orders:

  • Where to park
  • Where pickup table/booth is located
  • How to identify staff
  • What to bring (ID, order confirmation)
  • Special notes (side entrance, ring bell, etc.)

Good Example: "Park in the west parking lot off Oak Street. Enter through the main doors and pickup is at the table on your right. Look for the FarmBox banner. Please bring your order confirmation email or ID."

Avoid Vague Instructions: "Come to the market and find our booth."

Internal Notes (Admin Only):

  • Staff instructions
  • Setup requirements
  • Key codes or access information
  • Vendor contact info
  • Special handling notes

Managing Existing Pickup Locations

Editing Location Details

To Update Location:

  1. Click location name in list
  2. Modify any field
  3. Click "Save Changes"
  4. Customers see updates immediately

Common Updates:

  • Change pickup hours
  • Update address if location moves
  • Modify capacity limits
  • Update instructions
  • Change contact information

Important: Notify customers before major changes (address, hours)

Location Status

Active Status:

  • Visible to customers at signup
  • Shows in customer account location selector
  • Accepts new customer assignments
  • Included in pickup manifests

Inactive Status:

  • Hidden from new customer signups
  • Existing customers can still use
  • Not shown in customer-facing lists
  • Useful for temporary closures

Seasonal Status:

  • Available during specific months
  • Automatically activates/deactivates
  • Common for farmers markets
  • Set start and end dates

Example Seasonal Setup: "Summer Farmers Market"

  • Active: May 1 - October 31
  • Inactive: November 1 - April 30
  • Auto-switches based on dates

Deactivating a Location

When to Deactivate:

  • Location permanently closed
  • Temporary closure (renovations, weather)
  • Ending partnership with location
  • Low usage/demand

Steps:

  1. Edit location
  2. Change status to "Inactive"
  3. Save
  4. System hides location from new signups
  5. Email existing customers if needed

What Happens to Existing Customers:

  • Orders already scheduled still process
  • Customers contacted to choose new location
  • Can bulk-reassign customers to different location

Best Practice: Give 2+ weeks notice before deactivating

Customer Assignment to Locations

Viewing Customers at Location

Access Customer List:

  1. Find location in list
  2. Click "View Customers" link
  3. See all customers assigned to this location
  4. Shows customer name, contact, subscription details

Useful For:

  • Planning staffing needs
  • Estimating pickup volume
  • Contacting customers about location changes
  • Generating customer count reports

Assigning Customers to Location

Individual Assignment:

  1. Open customer's account page
  2. Navigate to Delivery/Pickup section
  3. Change pickup location dropdown
  4. Save customer account
  5. Customer's future orders route to new location

Bulk Reassignment: When location closes or moves:

  1. Export customer list from old location
  2. Use bulk update tool
  3. Select new pickup location
  4. Apply to all customers
  5. Send automated notification email

Customer Self-Selection:

  • Customers can change pickup location in their account
  • Subject to availability and capacity
  • Some systems allow switching per order

Pickup Manifests and Reports

Generating Pickup Manifests

Purpose: List of customers picking up orders on specific day

Create Manifest:

  1. Select pickup location
  2. Choose date (typically current or next pickup day)
  3. Click "Generate Manifest" button
  4. Manifest includes:
    • Customer names (alphabetical)
    • Order IDs
    • Box types/sizes
    • Special instructions
    • Contact phone numbers
    • Checkboxes for marking picked up

Manifest Uses:

  • Distribute to pickup location staff
  • Verify all orders are ready
  • Check off customers as they collect orders
  • Track no-shows for follow-up

Format Options:

  • PDF for printing
  • Excel/CSV for digital use
  • Email directly to location contact

Pickup Location Reports

Available Reports:

Usage Report:

  • Customer count per location
  • Percentage of total customers
  • Capacity utilization
  • Growth trends over time

Performance Report:

  • On-time pickup rates
  • No-show/uncollected orders
  • Customer satisfaction scores
  • Location-specific issues

Financial Report:

  • Revenue by pickup location
  • Cost savings vs. delivery
  • Location profitability analysis

Access Reports: Settings > Reports > Pickup Locations

Pickup Day Operations

Before Pickup Day

Preparation Checklist:

  1. Generate pickup manifest
  2. Review order count vs. capacity
  3. Pack orders and label with customer name
  4. Organize boxes for easy finding
  5. Print manifest for staff
  6. Confirm location staff availability
  7. Send customer pickup reminders (automated)

Customer Reminders: System sends automated reminders:

  • 2 days before: "Your order is ready for pickup on [date]"
  • Day of: "Reminder: Pickup today [hours] at [location]"
  • Include location address, hours, instructions

During Pickup

Staff Instructions:

  1. Set up pickup area per location requirements
  2. Display signage (company logo, location name)
  3. Have manifest ready
  4. Check customer ID or order confirmation
  5. Mark customer as picked up on manifest
  6. Note any issues or customer feedback
  7. Keep unclaimed orders separate

Handling Issues:

  • Wrong Location: Help customer find correct location
  • Order Not Ready: Contact warehouse/admin immediately
  • Missing Items: Document and report for resolution
  • Customer Late: Hold order for next pickup day

After Pickup

Closing Procedures:

  1. Count unclaimed orders
  2. Mark no-shows in system
  3. Contact no-show customers
  4. Return unclaimed orders to warehouse (or dispose per policy)
  5. Complete location report (issues, feedback)
  6. Submit manifest to admin
  7. Schedule next pickup

No-Show Follow-Up:

  • Send email: "We missed you at pickup"
  • Offer rescheduling options
  • Apply no-show fee if policy
  • After 3 no-shows, may require address change

Common Use Cases

Use Case 1: Add New Farmers Market Location

Goal: Expand service by adding Saturday farmers market pickup

Steps:

  1. Research farmers market details (address, hours, booth fee)
  2. Secure booth space (sign vendor agreement)
  3. Click "Add New Location"
  4. Enter details:
    • Name: "Riverside Farmers Market"
    • Address: 123 River Road, Market Pavilion
    • Phone: Market manager's number
    • Pickup Day: Saturday
    • Hours: 9:00 AM - 1:00 PM
    • Capacity: 30 customers (based on booth size)
  5. Write clear pickup instructions: "Enter market from Main Street entrance. We're in the center pavilion near the flower vendor. Look for the FarmBox banner."
  6. Upload photo of booth location
  7. Set capacity alert at 25 customers
  8. Save location
  9. Create email campaign announcing new pickup option
  10. Add to website location selector
  11. Monitor signups and adjust capacity if needed

Promotion:

  • Email to nearby customers
  • Social media announcement
  • Website banner
  • Special discount for first-time pickup users

Use Case 2: Temporarily Close Location for Renovations

Goal: Handle 2-month closure of warehouse pickup location

Steps:

  1. Announce closure to customers (2 weeks advance notice)
  2. Email customers using this location: "Our Main Street location will be closed for renovations June 1 - July 31. Please select a temporary pickup location."
  3. Suggest alternative nearby locations
  4. Allow customers to:
    • Switch to different pickup location
    • Temporarily switch to home delivery
    • Pause subscription until reopening
  5. In admin, edit location:
    • Status: Inactive
    • Add note: "Closed for renovations, reopening August 1"
  6. Monitor customer transitions
  7. Follow up with customers who haven't selected alternative
  8. Two weeks before reopening:
    • Notify customers
    • Update location status to Active
    • Send welcome back email
  9. Resume normal operations

Customer Support:

  • Waive any change fees
  • Offer bonus credit for inconvenience
  • Provide clear timeline and updates

Use Case 3: Manage Farmers Market Seasonal Schedule

Goal: Automate seasonal activation/deactivation

Scenario: Farmers market runs May through October only

Setup:

  1. Create pickup location: "Summer Farmers Market"
  2. Set as Seasonal location
  3. Configure schedule:
    • Active dates: May 1 - October 31
    • Inactive dates: November 1 - April 30
  4. Set pickup day: Saturdays
  5. Save with seasonal settings
  6. System automatically:
    • Shows location May 1
    • Hides location November 1
    • Sends notifications to affected customers

Customer Communication:

  • Late October: "Farmers market closing for season. Please select winter pickup location."
  • Late April: "Farmers market reopening May 1! Switch back to Saturday pickup."

Benefits:

  • No manual activation needed
  • Consistent yearly schedule
  • Automatic customer notifications
  • Better planning and staffing

Use Case 4: Optimize Pickup Location Based on Data

Goal: Use usage reports to improve location strategy

Analysis:

  1. Run Pickup Location Usage Report (6 months)
  2. Review data:
    • Eastside location: 15 customers (30% capacity)
    • Downtown location: 95 customers (95% capacity, waitlist)
    • Westside location: 42 customers (70% capacity)

Insights:

  • Eastside underutilized (possibly close)
  • Downtown overcrowded (add capacity or second location)
  • Westside healthy utilization

Actions:

  1. Survey Eastside customers about preference
  2. If low interest, deactivate Eastside location
  3. Offer Eastside customers:
    • Free home delivery
    • Transfer to Westside or Downtown
  4. For Downtown:
    • Increase capacity if possible
    • Add second downtown location
    • Add additional pickup day
  5. Implement changes
  6. Monitor for 3 months
  7. Re-evaluate

Cost-Benefit:

  • Closing low-usage location saves $X/month
  • Adding high-demand location increases revenue
  • Data-driven decision making

Use Case 5: Partner with Local Business for Pickup

Goal: Expand pickup network through retail partnerships

Partner Profile:

  • Local organic grocery store
  • High foot traffic
  • Willing to store boxes in backroom
  • Wants to attract FarmBox customers to store

Partnership Setup:

  1. Negotiate terms:
    • Free box storage in exchange for customer traffic
    • Store hours: Monday-Saturday 10 AM - 7 PM
    • Max 25 boxes per week
    • Partner displays marketing materials
  2. Create pickup location:
    • Name: "Green Grocer Market - [Neighborhood]"
    • Address: Store address
    • Pickup hours: During store hours
    • Capacity: 25 customers
    • Instructions: "Enter store and ask at checkout. Orders stored in backroom."
  3. Coordinate logistics:
    • Delivery to partner: Monday mornings
    • Partner stores boxes in backroom
    • Store staff checks customer ID
    • Partner marks pickups on manifest
  4. Promote partnership:
    • Email customers in neighborhood
    • Store displays FarmBox signup poster
    • Cross-promotion on social media
  5. Monitor partnership:
    • Monthly review of pickup counts
    • Customer satisfaction survey
    • Partner feedback session
  6. Optimize or expand to more partners

Win-Win:

  • FarmBox expands coverage without delivery costs
  • Partner gets foot traffic and new customers
  • Customers get convenient pickup option

Troubleshooting

Location Not Showing for Customers

Symptoms:

  • Pickup location marked Active but not appearing in customer signup

Check:

  1. Verify status is "Active" not "Inactive"
  2. Ensure pickup days are selected
  3. Check capacity isn't full (0 spots available)
  4. Verify location isn't seasonal and outside date range
  5. Confirm address is valid (system may hide invalid addresses)
  6. Check if location requires approval (admin setting)
  7. Clear website cache

Common Causes:

  • Capacity reached
  • Seasonal date restrictions
  • Invalid address
  • Cache not cleared

Capacity Alerts Not Working

Symptoms:

  • Location exceeds capacity without warning

Solutions:

  1. Edit location
  2. Verify "Max Customers" field has value
  3. Check "Alert Threshold" is set
  4. Ensure email notifications are enabled
  5. Verify admin email addresses are current
  6. Test alert by artificially lowering threshold
  7. Check spam folder for alert emails

If Alerts Still Don't Work: Contact Kiva Logic support - may be notification system issue

Manifest Missing Customers

Symptoms:

  • Generated manifest doesn't include all expected customers

Check:

  1. Verify date range selected for manifest
  2. Ensure customers are assigned to correct location
  3. Check if customers have active subscriptions
  4. Verify pickup day matches customer schedule
  5. Confirm customers don't have delivery hold
  6. Look for filter settings accidentally excluding customers

Solution:

  • Regenerate manifest with correct filters
  • Check each missing customer's account individually
  • Verify customer pickup location assignment

Customer Can't Change Pickup Location

Symptoms:

  • Customer reports error when trying to switch locations

Check:

  1. New location may be at capacity
  2. Customer's subscription schedule may not match location's days
  3. Location may be inactive
  4. System may require admin approval for changes
  5. Customer account may have restriction flag

Resolution:

  • Verify new location availability and capacity
  • Manually assign customer if needed
  • Contact customer to explain limitation
  • Offer alternative locations
  • Delivery Routes (routes.php) - Manage home delivery routes
  • Customers (customers.php) - View customer pickup assignments
  • Orders (orders.php) - See orders by pickup location
  • Locations Map (locations-map.php) - Geographic view of all locations
  • Pickup Reports (pickup-reports.php) - Analytics and performance data

Typical Workflow:

  1. Pickup Locations ’ Create/edit location
  2. Customers ’ Assign customers to location
  3. Orders ’ Generate pickup manifest
  4. After pickup ’ Mark orders as collected
  5. Pickup Reports ’ Review location performance

Permissions & Access

Required Access Level: Manager or higher

Access Level Capabilities:

  • Manager: Create, edit locations; generate manifests; view reports
  • Administrator: All Manager + delete locations, bulk operations, capacity overrides
  • Kiva Admin: All features + multi-tenant management, advanced configuration

Restricted Features:

  • Delete Location: Requires Administrator (must have zero customers)
  • Bulk Customer Reassignment: Requires Administrator
  • System-Wide Settings: Kiva Admin only

Best Practices

Location Selection

  1. Choose high-traffic areas with good parking and visibility
  2. Verify accessibility - consider customers with mobility issues
  3. Ensure adequate space for boxes and customer flow
  4. Consider security - safe area for customers and products
  5. Check local regulations - permits, zoning for pickup operations

Capacity Planning

  1. Start conservative - can always increase capacity
  2. Monitor actual usage - adjust based on data
  3. Consider peak times - may need time slot booking
  4. Plan for growth - review capacity quarterly
  5. Have backup plan - overflow location if primary fills

Customer Communication

  1. Clear, detailed instructions - reduce customer confusion
  2. Photos of location - help customers find pickup spot
  3. Timely reminders - day-before and day-of notifications
  4. Contact information - provide help for issues
  5. Holiday updates - notify of schedule changes early

Operations

  1. Manifest accuracy - double-check before printing
  2. Staff training - ensure location staff know procedures
  3. ID verification - prevent order theft
  4. No-show policy - consistent enforcement
  5. Feedback loop - gather customer and staff input

Performance Monitoring

  1. Track utilization - % of capacity used
  2. Measure no-show rates - identify problem locations
  3. Customer satisfaction - survey pickup experience
  4. Cost analysis - compare pickup vs. delivery costs
  5. Growth potential - identify underserved areas

Things to Avoid

  • L Adding locations without verifying demand
  • L Vague pickup instructions (causes customer frustration)
  • L Inconsistent pickup days/hours (confuses customers)
  • L Exceeding capacity (creates poor experience)
  • L Closing locations without notice (angers customers)
  • L No backup plan for location issues
  • L Ignoring no-show patterns (policy enforcement needed)

Quick Reference Card

Task Action/Location
Add new pickup location Click "Add New Location" button
Edit location details Click location name in list
View customers at location Click "View Customers" link
Generate pickup manifest Select location > "Generate Manifest"
Set capacity limit Edit location > Max Customers field
Deactivate location Edit location > Status: Inactive
Change pickup hours Edit location > Pickup Hours section
Upload location photo Edit location > Location Image section
View on map Toggle "Map View" at top of page
Assign customer to location Customer account > Pickup Location dropdown
Run usage report Reports > Pickup Locations > Usage Report
Bulk reassign customers Select customers > Bulk Actions > Change Location

FAQs

How many pickup locations should I have?

Start with 1-2 locations in high-demand areas. Add locations when existing locations consistently reach 70%+ capacity or when you identify underserved areas with demand.

Can customers use different pickup locations for different orders?

Depends on your system settings. Some allow per-order selection, others assign customers to one primary location. Flexibility increases customer satisfaction but complicates logistics.

What if a customer doesn't pick up their order?

Follow your no-show policy: send reminder, hold for next pickup, apply fee if applicable, or dispose after X days. Document no-shows and enforce policy consistently.

Should I charge for pickup locations?

Most businesses offer pickup free to incentivize adoption (saves delivery costs). Some charge for premium locations (downtown, high-traffic areas) or for delivery and offer pickup as free option.

How do I handle pickup during bad weather?

Have weather policy in place: hold orders at warehouse, extend pickup hours, offer emergency home delivery, or communicate rescheduling options. Post updates on website and via email/SMS.

Can I have different products available at different pickup locations?

Advanced systems support location-specific inventory. Common at farmers markets (local items) vs. warehouse (full catalog). Requires additional configuration.

What's the best capacity for a pickup location?

Depends on:

  • Physical space available
  • Staffing capacity
  • Pickup window length
  • Customer patience for wait times

Typical range: 25-50 customers per location per day.

How do I promote new pickup locations?

  • Email to customers in nearby zip codes
  • Website announcement banner
  • Social media posts with location photos
  • Special offer for first-time pickup users
  • Partner with location for cross-promotion

Should pickup locations be permanent or rotating?

Depends on business model:

  • Permanent: Build customer habits, easier operations, consistent experience
  • Rotating (farmers markets): Seasonal flexibility, test locations, adapt to demand

Many businesses use mix of both.

How do I handle location partnerships that aren't working?

Review partnership agreement, identify issues (low usage, partner not following procedures, customer complaints), attempt to resolve, give notice period, transition customers to new location, end partnership professionally.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.