In-Store and Click and Collect with Square Online
Collection is a flexible and convenient option for your local customers, especially if you’re selling food online. You can allow customers to request click and collect and text message notifications for a smooth and seamless experience.
Turn On Collection
You can use collection with one or more locations. Business information from your Square account is automatically synced to the collection settings, and you can set up each location individually.
To set up collection for your business:
Go to your Square Online Overview page.
Under Fulfilment, select Collection & Delivery.
Choose the location where you want to offer collection and click Set up location.
For ‘Do you want to offer collection?’, select Yes.
Note: If you have multiple sites, you can select which sites will show your location.
Choose if you want Square to calculate and assign collection times automatically. If you select Yes, Square will calculate a collection date and time to show buyers during checkout based on your settings. If you select No, you can create a custom message and instructions for customers about their collection.
Calculate Collection Times Automatically
After you set up collection for your location and select Yes to ‘Calculate & assign collection times automatically’, select how you want buyers to pick up orders: at a specific time or any time during your collection hours.
Next, choose the option that best describes the way you produce orders:
I prepare each order individually as soon as it is placed.
I prepare multiple orders at a time. If you choose this option, select whether customers can pick up the same day they place their order or on another day.
I prepare my collection and delivery orders differently. You’ll only see this option if you’re also setting up delivery.
We’ll use your selections to recommend the most relevant settings. You’ll still be able to edit all your settings.
Review the summary of all your settings. You can edit them or adjust additional settings by clicking Edit in any section. See below to learn about editing your collection settings.
Edit Collection Timing and Settings
To edit the collection timing and settings:
Go to your Square Online Overview page.
Under Fulfilment, select Collection & Delivery.
Click Edit for the location you want to edit.
Select and adjust the options that apply to your business:
Calculate & assign collection times automatically
Timing: Set a prep time, cut-off and lead times, allow customers to schedule collection times or limit the number of orders to be picked up at the same time. Toggle on Allow customers to schedule collection orders to choose the number of days orders can be scheduled in advance, between seven and 365 days. If toggled off, customers will always see the soonest available fulfilment time.
Workflow: Toggle on to mark orders as Ready before marking them as Complete.
Fulfilment Hours: Set the hours and days of the week customers can pick up their orders.
Collection Settings and Instructions: To allow customers to select click and collect at checkout, select the option Allow click and collect. Add a short message and instructions to inform your customers how they’ll pick up their orders.
You can use the Fulfilment Calculator on this page to test if your collection timing calculations are correct.
Note: You can also set individual prep times for your items if some things take more time to prepare. To do so, go to your Square Online Overview page > Items > Site Items and click on an item to edit. Finally, scroll down to the fulfilment section and select a prep time.
Under Scheduling, select the toggles to automatically assign a collection time at checkout and enable scheduling for collection. This lets buyers choose a collection date and time based on your business hours and prep time. If you don't select the toggle to automatically schedule a collection time, you can manually share the collection details with your customer. This allows you to manage order scheduling in a way that works best for your business (e.g. time slots, availability windows, preorders, etc.).
If you’d like to control the number of orders that need to be picked up at once, click the toggle under "Order limiting," then set the number of orders you’d like to allow. With this option turned on, incoming orders are automatically assigned a collection time based on your settings.
For example, if collection is only available on weekdays from 09:00 to 17:00 and the prep time for orders is 30 minutes, when a customer places an order on a Saturday, the first available collection time would be Monday at 09:30.
If you want to set a minimum order amount for collection, click the toggle and enter the amount. Orders that don’t meet this requirement won’t be eligible for collection. Customers will see a message in the basket letting them know.
Finally, enter instructions for your customers so they’ll know how to pick up their order. Be sure to include any additional details that customers need to know.
Click Save to move on.
Set Up Fulfilment Hours
The store hours here are imported from the location settings in your Square account. If you haven’t already added business hours for your location, you’ll see the default hours (Monday – Friday, 09:00 – 17:00). You can edit the hours here for collection without changing the business hours setting in your Square account.
Tick the box for each day of the week that you will offer collection, then enter the hours for each day. You can add multiple time frames within a day by clicking the + link. This lets you exclude certain hours, which is convenient if you would prefer not to handle collections during regular busy periods.
Click the +Add date link to create restricted dates for any days that you won’t offer collection. For example, you may wish to exclude certain holidays that occur during your usual working days. You can add multiple restricted dates and set them to repeat or to 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 the store hours area of your Square Online Overview page. They must be added in the area described above to function as a setting.
Update Fulfilment Settings for Items
Your location is now ready to accept collection orders, but your items may not necessarily be available for collection. To default the fulfilment method for newly added items to a specific fulfilment method, please follow the directions below:
In your Square Online Overview page, go to Items > Item Preferences or SharedSettings > Item Preferences.
Under "Default item fulfilment," select Edit.
Select the fulfilment method(s) of your choice to default to.
Select Save when finished.
All items imported in the future will default to your selected fulfilment method(s).
Note: You can edit fulfilment for your existing items at any time in your Square Online Overview page in Items > Site Items. Do this by selecting an individual item and going to the fulfilment section, or by using the bulk editing method.
Edit Location Details
Use this section to make changes to the location display name, address, phone number or email address. Changes you make to the address or contact information here won’t affect your location settings in your Square account.
Edit Advanced Settings
When you’re done, click the Advanced settings button. These options apply to delivery and collection for every location.
Turn on quantity limits to prevent customers from submitting large orders that may be difficult to fulfil. Enter the maximum number of items you want to allow per order, and optionally include additional information about your policies on large orders. Customers who attempt to place an order exceeding the amount you set here will be blocked from checking out and see your message in the shopping basket.
You can manage restocking fees for on-demand alcohol sales, or enable arrival alerts for click and collect orders on the POS app. Customers can reply "HERE" via text message when they arrive, and you’ll see this on your POS.
When you’re finished editing the settings, click Save.
Buyer Checkout Experience
When your customer places a collection order, they can choose from the locations you enabled for collection. If you’ve opted to allow collection scheduling, they’ll be able to choose from among the hours and days you provided. If not, they’ll be given the earliest possible date and time slot based on your hours and prep time settings for the chosen location (or they'll see your instructions if you handle this manually). If click and collect is turned on, customers can tick a box to request that before paying for the order.
Orders with mixed fulfilment methods will affect checkout. If a customer has an item in the basket that is for delivery only, and an item that can be delivered or collected, they will only be able to select delivery during checkout. The same is true in the reverse – if the basket contains an item that is collection only and one that can be delivered or collected, collection will be the only option at checkout. If an order contains items that are collection only, delivery only and both, they will see a message on the checkout screen letting them know they need to purchase these items separately.
Manage Collection Orders
When you’ve finished preparing an order for collection, navigate to the order in Orders in your Square Online Overview page, and click to open it. Click the Mark as Ready button and confirm the items in question are ready for collection. This will change the order status to Ready and send an email to the buyer. The Mark as Ready button on the order detail page will change to Mark as Completed, so you can change the status again when the customer has picked up their order.
Enable text message notifications in your Square Online Overview page in Communications > Email & Text Alerts by toggling on Text message alerts so customers can receive text notifications about their order status. When you mark an order as ready, a text message will be sent to the phone number they entered at checkout.
For click and collect orders, you can also allow your customers to send a text message to notify you on your Point of Sale once they have arrived to pick up their order. To enable the text message notification feature, navigate to Fulfilment > Collection & Delivery in your Square Online Overview page and select Advanced settings to toggle on On-POS arrival alerts.
Once this feature is enabled, a text notification will be sent to the customer when their order is ready for collection. The customer can respond with "HERE" to the message letting you know they are present to collect their order (as opposed to notifying you with a phone call). As soon as the order is brought to the customer and completed, you can update the order status to Completed in the Orders tab of your Square Online Overview page.
Here are couple of important things about managing orders:
You cannot refund an item that is in Ready status, so you’ll need to change the status to Completed before you can process a refund.
You can disable the Ready option in the Collection & Delivery settings, but doing so will automatically move all orders you’ve set as Ready to Completed.
Turn Off Collection
Go to your Square Online Overview page > Fulfilment > Collection & Delivery and click the toggle to turn off collection. You can turn collection back on at any time and restore your previous settings.
You can also temporarily stop accepting all online orders regardless of fulfilment method. To do so, go to your Square Online Overview page > Settings > Checkout or Shared Settings > Checkout, then click the toggle to turn off online ordering.