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A pickup order sits in awaiting_pickup until the customer collects it. If the customer never arrives, the order needs a closeout: reminder emails, then an auto-cancel at a configured day count, or a one-click manual no-show by a CS rep. Both paths reverse the GL fulfillment entry, void tax, release inventory, refund the payment, and email the customer.

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When This Workflow Runs

Pickup no-show applies to orders where:
  • delivery_option = pick_up
  • fulfillment_status = awaiting_pickup
  • The customer has not collected the order within the entity’s configured pickup_no_show_days window (default 14 days).
Two paths produce the same outcome:
  • Automatic. The daily stale-pickup sweeper sees the order age past the threshold and runs the cancel cascade.
  • Manual. A CS rep clicks Mark No-Show on the order detail page when the customer confirms they will not collect.

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Configure Pickup Settings

The pickup workflow is driven by per-entity settings. An admin sets them in Settings > Order Workflow > Pickup Orders:
SettingDefaultBehavior
pickup_no_show_days14The age in days after pickup_ready_at when the sweeper auto-cancels.
pickup_reminder_days3, 7, 12The days after pickup_ready_at when reminder emails go out.
pickup_auto_cancel_enabledtrueWhen false, reminders still send but the auto-cancel never fires.
pickup_restocking_fee_pct0Optional restocking fee added to the refund as a negative adjustment.
Reminder days must all be smaller than the no-show day. Multi-stage reminders are labeled early, mid, and last so the customer sees increasing urgency.
Order Workflow settings page with the Pickup Orders block showing the no-show days, reminder days, auto-cancel toggle, and restocking fee field

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How Reminders Work

When a pickup order transitions into awaiting_pickup, Arcus stamps pickup_ready_at. The daily reminder job walks every entity’s pickup_reminder_days schedule and sends a reminder email when:
  • The order age passes a reminder threshold.
  • The same stage has not already been sent today.
  • A minimum 12-hour gap is honored between sends so a misconfigured timer cannot carpet-bomb the customer.
The reminder email lists the order number, the pickup location, the order items, and a link to the customer portal where the customer can confirm or reschedule.

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Manual No-Show

When the customer calls and confirms they will not collect, the CS rep can finalize immediately rather than wait for the auto-cancel:
  1. Open the order detail page.
  2. Open the Order Actions menu.
  3. Select Mark No-Show.
  4. Confirm the reason in the modal.
  5. Apply.
The modal explains the cascade before submission so the operator knows the cancel is not a soft hold.

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What the Cancel Does

Whether automatic or manual, the no-show cancel runs the canonical voidOrder cascade. In one transaction:
  1. Reverses fulfillment GL. Cost of Goods Sold and Inventory entries are reversed so the books match the unfulfilled state. The reversal is double-entry balanced.
  2. Voids sales tax. Sales Tax Collected is reversed. When AvaTax is connected, the AvaTax invoice is voided in their system.
  3. Reverses shipping income. Shipping Revenue and Shipping COGS are reversed if the order was billed for shipping.
  4. Releases inventory. On-hand goes back up and FIFO layers are restored. Serialized units transition from sold back to available.
  5. Refunds the payment. If the customer pre-paid, the refund is issued through the original payment method (Stripe, ACH, check, or AR credit) per your entity’s refund policy.
  6. Applies the restocking fee when pickup_restocking_fee_pct is non-zero. The fee is added as a negative adjustment so the customer sees the deducted amount on the refund.
  7. Stamps pickup_no_show_at on the order so reports can find no-show orders later.
  8. Logs the activity on the order timeline. The action is PICKUP_AUTO_CANCELLED for the sweeper and PICKUP_MANUAL_NO_SHOW for the CS rep.
  9. Broadcasts order.updated so dashboards reflect the change immediately.
  10. Sends the cancellation email to the customer with the refund amount and the restocking fee detail.
The order moves to cancelled and voided. The original fulfillment entries remain in the GL for audit; the reversing entries net them out.

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Dashboard Surfaces

Pickup no-show appears in:
  • Order Lifecycle Status mix. No-show orders show in the cancelled bucket with a no-show sub-tag so reports can split them out from other cancellations.
  • Pickup Aging Report. Open pickup orders sorted by pickup_ready_at age so a CS rep can see what is about to auto-cancel.
  • Activity Log. Both PICKUP_AUTO_CANCELLED and PICKUP_MANUAL_NO_SHOW actions surface in the entity activity stream.

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When Mark No-Show is Blocked

  • Not a pickup order. The button is hidden if delivery_option is not pick_up. Use the regular cancel workflow instead.
  • Already collected. If the customer collected and the order is fulfilled, no-show does not apply. Use a return instead.
  • Already cancelled. A previously cancelled or voided order shows the no-show button as disabled.
  • Closed period. If the original fulfillment was in a now-closed period, the GL reversal cannot post. Reopen the period or post the reversal in the current period after a conversation with accounting.

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Industry Notes

The 14-day default and 3-7-12 reminder cadence match Shopify Local Pickup and Square Will-Call defaults. Acumatica’s Will-Call workflow uses a similar aging report plus an auto-cancel option. These defaults were confirmed during the NEW-GAP-PICKUP-NOT-COLLECTED-WORKFLOW review on 2026-05-16.

Walk-In Pack

Counter-sale pack for orders the customer takes home today, not pickup orders that wait.

Cancel Order Decision Tree

Pick the right cancel path: void, cancel, no-show, or return.

Apply Account Credit

Apply credit when a no-show refund stays as AR balance rather than going back to the card.

Order Lifecycle

Review all order status transitions, including pickup states.