In-Store and Click and Collect with Square Online

When you indicate that you won’t calculate and assign pickup times automatically (i.e. will do so manually), you can complete the following:

• Short message: Provide a short description of when customers can expect to pick up their orders when they’re not automatically assigned times. This is shown in the basket and included in order notification messages.
• Instructions: Provide more detailed instructions. This is shown during checkout, in order notification emails and on the order confirmation screen.

When you indicate that you’ll calculate and assign pickup times automatically, you’ll have several questions to complete to set up the auto-scheduling system. Questions can include the following:

• When can orders be picked up? Orders can either be picked up at specific times (e.g. 12:30) or any time during your pickup hours (e.g. 09:00 - 17:00). By default, your customers will see an all-day pickup window based on your pickup hours.
• If a customer places an order during your fulfilment hours, what is the soonest that the order can be picked up? Pickup time can either be on the same day they place the order or on a following day (i.e. one or more days in the future).
• Do you start preparing orders as soon as they are received? If pickup times will be on the same day, you can indicate either that you generally start preparing your orders once you get them, or start preparing orders after a certain time. The second option is best if you wait until a certain time of day to review your orders and start preparing them afterwards.
• How much time do you need to prepare an order for pickup or delivery? If pickup times will be on the same day, you can determine how much time it takes you to prepare an order. You can also set different prep times for individual items by editing them in your item catalogue.
  How far in advance must a customer place their order? If pickup times will be on a following day, you can indicate how many calendar days before the customer would need to place their order.
• Do you want to let customers schedule pickup orders for future days? Toggle this option on to allow customers to schedule their pickup orders up to the number of days you enter (between seven and 365 days in the future). If toggled off, customers will be scheduled automatically.
• Do you want Square Online to limit the number of orders that can be picked up or delivered at the same time? If you’d like to control the number of orders that can be picked up at once, select the toggle and set the number of orders you’d like to allow. Incoming orders will be automatically assigned a pickup time based on your settings. Learn more about limiting pickup and local delivery orders in Square Online.

Note: You can test if our calculations match your operations by using the provided Fulfilment Calculator. What’s shown in the calculator is what’ll be shown to customers at checkout.

You can mark pickup orders as Ready before marking as Complete. This notifies the customer that their order is prepared and ready for pickup. You can change the order status from Ready to Complete when you’re done with the order. If you leave this off, you won’t be able to mark orders as Ready.

You can choose when you want your order tickets to print.

• Print order tickets based on pickup and delivery time: Order tickets will print based on how much prep time is required before the order is due.
• Print order tickets when the order is placed: All order tickets will print when the order is placed, even if the order is scheduled for a future pickup time.

You can also configure your Square Point of Sale to automatically print orders from Square Online. Learn more about printing your orders and setting up printed tickets for orders in Square POS.

These are the days of the week when customers can pick up their orders. Customers will still be able to place orders outside these hours. Select the first toggle to decide if you want your pickup and delivery hours to be the same or different.

The days and times you see here are synced from your Square account. If you haven’t added opening hours for your location, you’ll see the default hours instead (Monday - Friday, 09:00 - 17:00). You can edit the hours and days here without affecting the settings in your Square account.

Tick the box for each day that you will offer pickup, then enter the pickup hours. You can add multiple time frames within a day by selecting ‘+’. This lets you exclude specific hours if you don’t want to handle pickup orders at certain times of the day (like during your lunch).

Select +Add date to create restricted dates for any days that you won’t offer pickup. For example, you might exclude holidays that occur during your usual opening days. You can add multiple restricted dates, and set them to repeat annually or occur only once.

Note: The hours you add to your website in the Square Online site editor on the Location and hours section are for informational purposes only, and do not function as a setting or sync to your pickup and delivery settings. They must be added in the area described above to function as a setting.

Tick this option to enable customers to select click and collect at checkout. They’ll be instructed to call when they’re at your business location. A business phone number will be required to enable this feature.

You can set up a minimum amount for orders to be eligible for pickup.

If you assign pickup times automatically, add pickup instructions to be shown in the customer’s order confirmation so they know where to go to pick up their orders and what information to have handy (like a name or order number).

On this tab, make changes to your location display name, address, phone number or email address. You can use the map to adjust the location used to determine your pickup area. Dragging the marker to a new position won’t change the address you’ve entered.

Note: Changes you make to the address or contact information here won’t affect your location settings in your Square account.

On this tab, choose what websites the location should be visible on. Your customer will be able to buy items from your location on the sites you select.

Your location is now ready to accept pickup orders, but your items may not necessarily be available for pickup. To default the fulfilment method for newly-added items to a specific fulfilment method:

1. From your Square Online Overview page, go to Items > Item Preferences or Shared Settings > Item Preferences.
2. Under ‘Default item fulfilment’, select Edit.
3. Check the fulfilment methods of your choice.
4. Select Save when finished.

All items imported in the future will default to your selected fulfilment methods.

You can also set up custom pickup options for specific items:

1. From your Square Online Overview page, go to Items > Site Items.
2. Select ‘Create new item’ and enter the item details.
3. Select Edit in the Fulfilment section and update fulfilment methods for the item. If your item prep time is different from the default prep time for your location, select Edit next to Item prep time and choose an item-specific prep time.

The settings you choose will override the default pickup options and prep times you set up for your item location.

Note: You can edit fulfilment for your existing items using the bulk-editing method.

You can also set individual prep times for your items if some items take more time to prepare. To do so:

1. From your Square Online Overview page, go to Items > Site Items.
2. Select a physical or food & beverage item from your site items list.
3. Go to the Fulfilment section. If the fulfilment method includes Pickup and/or Local delivery, use the drop-down menu to select a different prep time for the individual item.
4. Select Save when finished.

Note: Enable preordering for pickup and delivery by upgrading your Square Online site.

To set up preordering for items set up for pickup and local delivery:

1. From your Square Item Library, select the item you want to edit.
2. Under ‘Square Online settings’, toggle on Sell as preorder. Note: Your item must have pickup or delivery enabled.
3. Select Edit preorder settings to choose the date or date range when the item will be available for pickup or delivery. You can choose any date or time from 24 hours up to 365 days in advance.
4. Optionally check Customise fulfilment hours to choose the specific fulfilment hours within the selected date range. For example, if you set the time range as 10:00 - 14:00, buyers can choose only these hours for pickup or delivery on the specified pickup or delivery dates. If you leave this option unticked, your location’s standard pickup or delivery hours will apply.
5. Enter a Preorder cut-off date. This is a date and time after which you’d like to stop taking orders for the item. The item won’t be available to order online after the specified date and time.

You can make changes to your item’s preorder status, edit dates or preorder availability, or turn off preordering at any time.

When you set up preordering, customers will see a badge on your item page showing that the item is available for pre-order, as well as the corresponding fulfilment window. When they add the item to their basket and proceed to checkout, they will see and can edit the pickup date and time, as well as the location information.

If the customer’s order contains a standard item along with a preorder item, the pickup date will be adjusted to the preorder fulfilment date. They will see a notification about this change and can adjust their order, or order separately if they need to pick up the item immediately.

When a customer visits your Order Online ordering page, they’ll need to enter their address before viewing the menu. If you have multiple locations set up for pickup, the customer will see the menu for the closest location.

Once a customer places a pickup order, they’ll be given the earliest possible pickup date and time based on your hours, order limiting, prep time and pickup estimate settings for the chosen location. If click and collect is turned on, customers can tick a box to request that before paying for the order.

They can also leave a tip on the order during checkout. Learn more about checkout options for more information on tipping.

Orders with mixed fulfilment methods will affect checkout. If a customer has items in the basket with different fulfilment methods (such as an item for pickup and another for shipping), they’ll see a message on the checkout screen letting them know they need to purchase these items separately.