What this helps you do

Move a local delivery or return pickup through the correct real-world steps.

Before you start

Open Orders, then open the order. You need permission to manage shipments. Rental return recording also needs booking permission.

Steps

Local-delivery actions appear beside the matching fulfilment or return. The available button changes with the real delivery status, so you only see actions that make sense now.

If you use your own rider

  1. Select Start preparing.
  2. When the parcel is packed, select Mark ready for pickup.
  3. Select Assign rider. Rider name and phone are optional.
  4. When the rider collects it, select Mark picked up.
  5. After the customer receives it, select Mark delivered.

For a return pickup, approve the pickup first. After your rider brings it back, choose Confirm received at store. Returned items are not automatically assumed sellable: inspect them and restock only the items that can be sold again. A refund remains a separate order action.

If you use an automated rider

Prepare the parcel and select Book local delivery when it is ready. Use Track delivery after a rider is booked. If booking is still being checked, select Check booking status. A failed booking can be retried or moved to Use own rider.

Cancelling safely

Cancel delivery cancels the rider journey only. It does not cancel the customer order and does not refund the customer. If the provider has already received a cancellation request, use Check cancellation status until Upstorr gets the final result.

For a new customer return request, Reject return request asks for a reason between 3 and 500 characters. This is different from cancelling an already arranged pickup.

What happens next

The order, fulfilment, customer notifications, and delivery journey are updated together. Automated journeys continue receiving provider tracking updates.

Common problems

  • The action you expected is missing: another step must be completed first, or the delivery status changed. Refresh the order.
  • Automated booking failed: retry it, or choose Use own rider.
  • Booking or cancellation is still pending: choose the matching Check status action.
  • You cancelled delivery but the order remains: this is expected; cancelling a rider does not cancel or refund the order.

Statuses in plain language

  • Planned / Preparing / Ready for pickup: the parcel or return is still with the person preparing it.
  • Booking pending / Booked / Rider assigned: Upstorr is arranging or has arranged the rider.
  • Picked up / In transit / Out for delivery: the parcel is moving.
  • Delivered: it reached the customer, or a return reached the store.
  • Returning to store: an unsuccessful forward delivery is coming back.
  • Received at store / Inspection pending / Completed: a return is back and is being checked or finished.
  • Needs attention / Failed: open the action menu to check, retry, or use your own rider.
  • Cancelled: that rider journey stopped; the order itself may still be active.