Orders, emails & flows

For merchants

How a pickup order reaches your store team, and how you tell the customer it's ready. The screenshots continue the orders from Customer checkout, collected from the Lekki Flagship Store.

A typical day

1. A pickup order arrives. The store receives the New pickup order received email.
2. Staff pick and pack the order, then set the order's delivery status to Ready.
3. The customer receives Order ready for pickup.
4. When the customer collects, set the delivery status to Shipped and, for Pay on pickup, the payment status to Paid.

Pay on pickup orders start with payment status Open. Nothing is charged online; mark the payment as paid when you receive it at the counter.

1. The store is notified

When the order is placed, the pickup location's email address receives New pickup order received - #<order number>: order number, customer, when it was ordered, the requested pickup time, the customer's note, the items, totals, payment and shipping method and the addresses.

This is sent by the Send pickup notification to admin flow (below). The pickup time is in the location's time zone. If the customer didn't choose a time, the Requested pickup time line is missing — contact the customer. If nothing arrives, see Troubleshooting.

2. See the pickup details on the order

Open Orders and the order, then the Pickup information tab (1). The tab is shown on every order; for an order placed with another shipping method it says No pickup information.

• Pickup location — name, location code, address, phone, email and time zone.
• Pickup appointment — the chosen date and time (in the location's time zone), the customer's instructions, and when the choice was made (in your user's time zone).

The tab is read-only. If the location has been deleted since, the tab says so and still shows the time and instructions.

Other dates follow your user profile

Apart from the pickup time, the Administration shows dates in your own user's time zone (your name at the bottom left → Your profile → Time zone). Staff in Lagos should set Africa/Lagos. See Shopware: Users & permissions.

3. Mark the order ready

On the order's General tab, open Delivery status (1) and choose Ready (2). Click and Pick adds this status to Shopware's delivery statuses.

Shopware asks for confirmation. Click Update status (1).

About "Send email to customer"

That switch controls Shopware's own status email. The Order ready for pickup email is sent by the plugin's flow either way.

The delivery statuses fit together like this:

Open ──ready──▶ Ready ──ship──▶ Shipped
  ▲              │
  └───reopen─────┘   (and Cancel)

4. The customer is told

Entering Ready sends the customer Order ready for pickup:

It says where to collect (location name and address), the pickup time in the location's time zone, and reminds the customer to bring ID and the order confirmation. It is only sent for orders with Self pick-up whose location still exists.

Emails

Two mail templates are installed, in English and German, editable under Settings → Email templates (Shopware: Email templates):

Template	Subject	Sent to	When
Order ready for pickup	Order ready for pickup	Customer	A pickup order's delivery status changes to Ready
New Pickup Order Placed - Admin Notification	New pickup order received - #<order number>	The order's pickup location email	A pickup order is placed

Both templates can use order, pickupLocation (name, address, contact, timezone) and pickupOrderLocation (pickupTime, comment). Format times with the location's zone, as the installed templates do: {{ pickupOrderLocation.pickupTime|format_datetime('medium', 'short', timezone=pickupLocation.timezone|default('UTC')) }}. Only English and German texts are installed; for other languages Shopware falls back to the system default language unless you add a translation.

Flows

Two flows are installed active. Open Settings → Flow Builder to edit or disable them (Shopware: Flow Builder):

Flow	Trigger	Action
Send pickup notification to admin	Pickup order placed (pickup.order.placed)	Send pickup notification to admin: email the pickup location
Send pickup ready mail to customer	Pickup order ready (pickup.order.ready)	Send the Order ready for pickup email

In the list their triggers read Pickup order placed and Pickup order ready.

Triggers you can use

Trigger	Shown in the trigger picker as	When
Pickup order placed (pickup.order.placed)	Pickup / Order / Placed	An order with Self pick-up was placed
Pickup order ready (pickup.order.ready)	Pickup / Order / Ready	A pickup order's delivery entered Ready

Both provide the order, the customer, the pickup location and the pickup time and comment.

Actions

Type pickup in an action's Select action… field to find the Click & Pick group:

Action	What it does
Send pickup notification to admin	Emails the order's pickup location. Choose a mail template, or leave it empty for the plugin's default.
Send pickup SMS to location	Texts the pickup location's phone number: Pickup order 10004 for Lekki Flagship Store. Pickup time: 2026-10-03 10:00. Requires the SMS plugin configured for the storefront; without it the action does nothing. The time is in the location's time zone.

Combine them with core actions — for example, add Send SMS from the SMS plugin to Pickup order ready to text the customer too.

Notification failures (missing template, mail error, SMS error) are logged and never stop the flow.