> ## Documentation Index > Fetch the complete documentation index at: https://docs.arcuserp.com/llms.txt > Use this file to discover all available pages before exploring further. # Pickup Customer No-Show > Handle pickup orders the customer never collects. Configure reminder cadence and auto-cancel days, or mark a single order no-show by hand. Cancel reverses fulfillment GL, releases inventory, and refunds the payment when applicable. 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. ## 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. ## Configure Pickup Settings The pickup workflow is driven by per-entity settings. An admin sets them in Settings > Order Workflow > Pickup Orders: | Setting | Default | Behavior | | ---------------------------- | -------- | ---------------------------------------------------------------------- | | `pickup_no_show_days` | 14 | The age in days after `pickup_ready_at` when the sweeper auto-cancels. | | `pickup_reminder_days` | 3, 7, 12 | The days after `pickup_ready_at` when reminder emails go out. | | `pickup_auto_cancel_enabled` | true | When false, reminders still send but the auto-cancel never fires. | | `pickup_restocking_fee_pct` | 0 | Optional 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 ## 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. ## 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. ## 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. ## 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. ## 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. ## 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. ## Related Articles Counter-sale pack for orders the customer takes home today, not pickup orders that wait. Pick the right cancel path: void, cancel, no-show, or return. Apply credit when a no-show refund stays as AR balance rather than going back to the card. Review all order status transitions, including pickup states.