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What to do when your customer forgot to choose a Zasilkovna pick-up point (výdejní místo)?

When your customer forgets to choose their pick-up point you have several options to deal with it.

Lucia Dvořáková avatar
Written by Lucia Dvořáková
Updated this week

Check if the map with pick-up points is being triggered after the checkout

First, check if the customer just forgot, or the widget is not being triggered and they couldn't do it.

You can check if the widget is being triggered by:

  • Checking if customers after this one were able to choose their pick-up point while ordering

  • Creating identical order

  • Going to the Order Detail in Shopify and clicking on More Actions -> View Order Status Page in the left corner

Turn on the e-mail reminder in Zásilkovna (Packeta) app

This is more of prevention for the next forgetful customer.

The email reminder is sent 15 to 75 minutes after the customer completes the order.

  1. Go to Zásilkovna (Packeta) app and click on Settings.

  2. Scroll down to E-mail reminder settings.

  3. Insert your own text to the email reminder or leave the default one.

  4. Send the e-mail preview to yourself.

  5. Check the box with Send automatic email reminder and Save your changes.

We recommend leaving the Digismoothie sender address unchanged to prevent email reminders from ending up in your customers’ spam folders.

For the reply-to address, use the email address you actively use for customer communication (e.g., your customer support address).

Fill in the pick-up point by yourself

If you've been in contact with the customer already, or they for example wrote the pick-up point name into the note section, or you just want to pick the destination pick-up point for him, just go to the order status page of that order through Shopify admin.

  1. Go to the Order Detail in the Shopify admin

  2. Click on More Actions and Choose pickup point.

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  3. At this point, the map with pick-up points should be triggered and you can select one for the customer:

Send a custom message to your customer

You can also contact the customer by sending a custom email, calling them, or following up with an SMS. This is a great opportunity to build a relationship with them.

Simply include the Order Status Page link in your email or SMS. When the customer clicks the link, they can choose their pick-up point. This is the same link included in the order confirmation email. Alternatively, you can obtain the link by following the steps in the previous paragraph—instead of clicking Choose pickup point, click on Order Status Page and copy its URL.

If the customer uses a completely different device to open the link, they might have to fill in the order number and their email address before proceeding to their order details.

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