Carrier Pick-up step lets customers pick a preferred pickup window for large/heavy items in the claims flow. The step is shown automatically when the order’s total item weight meets your trigger — and it’s configured per market.
🔎 Important:
Trigger uses the sum of Shopify item weights. Items without a weight are ignored.
The step appears when the total is ≥ your threshold.
Returnflows does not book the pickup; we store the customer’s preference.
🧭 Where is it?
Settings → Claims → Carrier Pick-up step (select market at the top).
⚙️ Setup — step by step
1) Choose market
Use the market selector at the top.
2) Define the Pickup Trigger
Decide when the step should appear.
Metric: Weight (Minimum)
Value (kg): the step appears when total weight ≥ value
Source: Shopify product weights (items without weight are ignored)
Example: Set 10 kg → orders with total item weight ≥ 10 kg will see the carrier pick-up step.
3) Exclude days (optional)
Under Exclusions you can exclude:
Weekends
National holidays (based on the selected market)
Special days (New Year’s, custom days)
Mondays (or other weekdays)
4) Create Timeslots
Click Add Timeslot, then select Start of slot and End of slot.
Add one broad interval (e.g., 08:00–19:30) or multiple windows (e.g., 09:00–14:00 and 14:00–19:00).
💡 Tip: Keep timeslots aligned with your carriers’ real availability to reduce re-scheduling.
👀 Customer experience
When the claim meets the weight trigger, the portal shows an additional step where the customer can pick a preferred day/time window before submission.
📸 Add image: Portal view where the customer selects a pickup date/time window.
The selection is stored as a preference. Your team (or your 3PL/TMS) must book the pickup with the carrier.
✅ Best practices
Start small, iterate: Try 8–10 kg first, then refine.
Offer realistic windows: Only publish slots your carrier can honor.
Complete Shopify weights: Missing weights prevent the step from showing.
Define an internal booking flow: Decide who books and how the preference is passed to TMS.
❓ FAQ
Is it global or per market?
Per market. Configure for each market individually.
What exactly triggers the step?
Total Shopify item weight ≥ value. Items without weight are ignored.
Does Returnflows book with the carrier?
No. We store the customer’s preferred time. You book the pickup (TMS or carrier portal).
Any minimum lead time or holiday blocking?
No system-enforced lead time. You can exclude weekends/holidays/special days in Exclusions.
🧩 Known limitations
Requires accurate Shopify item weights.
No auto-booking with carriers (preference only).
🆘 Need help?
Ping us in chat — we’ll help choose thresholds, set slots, and align with your TMS.