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Order Fulfillment

After accepting an order, you need to fulfill it based on the fulfillment type: pickup or shipping.

Pickup Orders​

Pickup orders are fulfilled when customers come to your physical store to collect their books.

Preparing Pickup Orders​

When you receive a pickup order:

  1. Locate the books in your inventory
  2. Verify the condition matches what was listed
  3. Set aside the books in a designated pickup area
  4. Update the order status to Processing while you prepare
  5. Once ready, update status to Ready for Pickup
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Create a dedicated area in your store for pickup orders to keep them organized and easy to find when customers arrive.

Customer Pickup Notification​

When you mark an order as Ready for Pickup:

  • The customer receives an automatic notification
  • They'll see your store address and hours
  • Order details are available in their app

When Customer Arrives​

When the customer arrives to pick up their order:

  1. Verify their identity (name on order)
  2. Show them the books to confirm condition and titles
  3. Hand over the books
  4. Update the order status to Delivered
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Payment was already processed when the order was placed, so no payment is collected at pickup.

Pickup Best Practices​

  • Communication: If there's a delay, contact the customer through the app
  • Condition: Books should match the condition listed in your inventory
  • Packaging: Have bags or light packaging available if needed
  • Hold Time: Typically hold orders for 7-14 days before considering cancellation
  • Verification: Always verify the customer's identity before handing over books

Shipping Orders​

Shipping orders require you to package and ship books to the customer's address.

Shipping Information​

Each shipping order includes:

  • Complete shipping address
  • Customer contact information
  • Shipping cost (already calculated and charged)
  • Gift message (if applicable)

Packaging Books for Shipping​

  1. Gather Materials:

    • Appropriate box or padded envelope
    • Bubble wrap or packing paper
    • Packing tape
    • Shipping label

  2. Pack the Books:

    • Wrap each book individually if shipping multiple books
    • Use padding to prevent movement during transit
    • For new books, take extra care to prevent corner damage
    • For gift orders, exclude any pricing information

  3. Include Documentation:

    • Packing slip with order number
    • Gift message card (if applicable)
    • Return address label
Packaging Tips
  • Use appropriately sized boxes to minimize shipping costs and prevent damage
  • Books are heavy - use sturdy boxes and reinforce seams with extra tape
  • Consider using book-specific mailers for single-book shipments

Shipping Labels​

Shipping labels are generated through the platform:

  1. Open the order in Processing status
  2. Tap Generate Shipping Label
  3. The label is created using the shipping cost already charged to the customer
  4. Print the label and affix it to your package
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BookWish uses EasyPost for shipping label generation. The cost is calculated based on package weight and destination.

Estimated Package Weights:

  • Single paperback: ~12 oz
  • Single hardcover: ~16-24 oz
  • Multiple books: ~12 oz per book average

Shipping the Package​

  1. Affix the shipping label securely to the package
  2. Drop off at appropriate carrier location (USPS, UPS, etc.)
  3. Keep the tracking number
  4. Update the order status to Shipped
  5. The tracking number is automatically shared with the customer

Marking Order as Shipped​

After dropping off the package:

  1. Open the order details
  2. Tap Mark as Shipped
  3. Confirm the tracking number
  4. The customer receives a notification with tracking information

The order status automatically updates to Delivered when the tracking shows delivery (this is tracked automatically).

Shipping Best Practices​

  • Speed: Ship within 1-2 business days of receiving the order
  • Tracking: Always use tracked shipping methods
  • Protection: Package books securely to prevent damage
  • Communication: If there's a delay, notify the customer
  • Gift Orders: Never include pricing information
  • Condition: Ensure books match the condition listed

Handling Delays​

If you can't fulfill an order on time:

  1. Communicate Early: Contact the customer as soon as possible
  2. Update Status: Keep the order in Processing status
  3. Provide Timeline: Give a realistic estimate for fulfillment
  4. Offer Options: Allow customer to cancel if delay is too long
warning

Extended delays may result in customer cancellation and refund. Try to fulfill orders within:

  • Pickup: Ready within 1 business day
  • Shipping: Ship within 2 business days

Special Considerations​

Gift Orders​

For orders marked as gifts:

  • Exclude all pricing information from packing materials
  • Include the gift message card if provided
  • Take extra care with packaging presentation
  • Do not include your store receipt

Used Books​

When fulfilling orders for used books:

  • Double-check condition matches your listing
  • Note any defects clearly
  • Package securely to prevent further damage during shipping
  • Take photos before shipping if condition is borderline

Multiple Items​

For orders with multiple books:

  • Verify all items are included before sealing
  • Use appropriate box size for combined weight
  • Arrange books to prevent shifting
  • Consider individual wrapping for protection

Fulfillment Checklist​

Before marking an order as complete:

  • All books verified against order
  • Condition matches listing
  • Properly packaged and protected
  • Shipping label affixed (shipping orders)
  • Packing slip included
  • Gift message included (if applicable)
  • No pricing information (for gifts)
  • Order status updated correctly

Next Steps​