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Home>Fulfilment of Online Orders

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 Collection On

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.

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Click Set uplocation, then click the toggle to turn on collection. You can also enable a local delivery option if you’d like to offer both. Click the toggle to enable Click and collect if you want to offer that option, then click Continue to move on. You’ll follow the same process outlined below to set up each location.

Set Up Collection 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, 9:00 a.m. – 5:00 p.m.). You can edit the hours here for collection without changing the business hours setting in your Square account.

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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.

Edit Collection Timing and Settings

Next, select a prep time from the dropdown menu. The prep time you set here applies to all collection orders, so choose an average amount of time that’s likely to cover most of your orders.

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.

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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, let’s say that collection is only available on weekdays from 09:00 to 17:00, and the prep time for orders is 30 minutes. If a customer placed 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 Continue to move on.

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:

  1. In your Square Online Overview page, go to Items > Item Preferences or SharedSettings > Item Preferences.

  2. Under "Default item fulfilment," select Edit.

  3. Select the fulfilment method(s) of your choice to default to.

  4. 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

Click the Edit link if you need to make any changes. Use the Edit links next to each section to open and change the settings.

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If you need to make changes to the location address, email or phone number, click Edit next to the address. Changes you make to the address or contact information here won’t affect your location settings in your Square account.

Edit Advanced Settings

Next, 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 see this information in the shopping basket.

If you’re selling food online, you can enable tipping and set a default tip amount that's automatically calculated and added to the order. Customers will see the tip as a separate line item and can edit the tip amount before completing the purchase.

You can also enable arrival alerts for the POS app. Customers can reply "HERE" via text message when they arrive, and you’ll see this on your POS (latest version required).

When you’re finished editing the settings, click Save.

Buyer Checkout Experience

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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.

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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

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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.

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.