Customer handoff
Prepare pickup, workshop handoff, shipping, or direct fulfillment
Complete the promise made on the order only after every line has a valid source and the customer handoff details are confirmed.
After this guide
The right items reach the right customer through the selected handoff without confusing in-house shipping with supplier direct ship.
Review ready orders- 1 Confirm all lines
- 2 Verify handoff
- 3 Prepare goods
- 4 Release
- 5 Record outcome
1. Understand the handoff types
The order’s fulfillment method determines what information and physical work are required.
- 1
Take it now
For a walk-in handoff, reserve available finished stock and hand it to the customer at the counter. Do not create a build unless the item is unavailable.
- 2
Pick up later
Set the promised pickup date, plan every order line, and hold completed items together for customer collection.
- 3
Ship from the workshop
Confirm ship-by date, address, shipping service, complete items, and packaging before release.
- 4
Direct ship from supplier
The approved supplier sends the finished item directly to the customer. Your workshop should track the supplier commitment and customer outcome without receiving the item into local stock.
2. Confirm the order is ready
Fulfillment is an order-level checkpoint even when the lines used different supply paths.
- 1 Open Orders
Review every line status
Reserved stock, completed builds, and received purchases must cover all quantities. Direct-ship lines need an accepted supplier commitment.
- 2
Confirm customization
Compare engraving, color, size, artwork, or other customer instructions against the finished items and quality result.
- 3
Confirm the customer details
For pickup, verify name, contact, and date. For shipping, verify the full address and selected service.
- 4
Keep split routes visible
If one line direct ships while another leaves the workshop, make the separate handoffs clear before communicating completion.
3. Prepare and release the goods
The current operational flow is managed from Orders; dedicated Packages and Shipments workspaces remain planned.
- 1
Gather the correct finished units
Use the order number and SKU, not only the product name, to avoid mixing variants or custom instructions.
- 2
Perform the final condition check
Confirm accepted quality, quantity, included parts, and customer-specific work before packing or handoff.
- 3
Pack for the selected method
Use protective packaging appropriate to workshop pickup or the carrier journey. Preserve any required batch or quality traceability.
- 4
Release to customer, carrier, or supplier route
Complete the physical handoff only after the order details and real-world goods agree.
- 5
Record the outcome
Update the order status and retain relevant tracking, pickup, exception, or direct-ship context.
4. Handle fulfillment exceptions
Keep a late, damaged, incomplete, or incorrect handoff visible instead of marking it shipped to clear the queue.
- 1
Stop the release
Place the affected order on hold when identity, quantity, quality, address, or packaging is uncertain.
- 2
Return the problem to its owner
Use Builds for rework, Inventory for incorrect or damaged stock, Orders for customer or supplier decisions, and settings/integrations for channel failures.
- 3
Communicate a revised commitment
Update pickup or ship timing with evidence from the actual blocker.
- 4
Close with traceable context
Record what changed and why so Activity and future customer support can explain the outcome.
Current versus planned UI
Order readiness and handoff details work in Orders today. Dedicated package, shipment, and exception workspaces are represented in navigation as planned.
Direct ship is not local stock
Do not receive supplier-direct units into the workshop or create an in-house build for them.
Continue learning
Orders & sourcing
Use Orders to decide whether each item should use finished stock, be built in-house, be purchased, or ship directly from an approved supplier.
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