Will Call in Shipping
What Is “Will Call” in Shipping?
The term “will call” in shipping describes a shipment pickup method where the customer receives the goods by picking them up at a designated location. Businesses often use this option, instead of a standard delivery service, for large, fragile, or time-sensitive items. It provides convenience to those who cannot or prefer not to have items mailed.
How it works
Here is the “will call” shipping process in action:
The customer opts for “will call” delivery
When placing an order, the customer or consignee chooses the “will call” delivery method instead of having their items shipped to their home or office. This choice works well for people who want to save on shipping costs, need their order quickly, or prefer to pick it up in person to avoid missed deliveries.
The seller prepares the order
After the order is placed, the seller picks and packs the items and sets them aside in a designated pickup area. The seller must ensure the customer’s order is ready well before their arrival to avoid delays or confusion.
The seller notifies the customer when it is ready
Once the order is ready to be picked up, the seller notifies the customer, usually via email, text, or phone call, that their items are ready for pickup. The message typically includes important details like precise location, the pickup window, and identification requirements.
The customer collects the order from the specified location
The last step is the customer picking up their package from the pickup point, which could be the company warehouse, retail counter, or an event venue. After confirming pickup with the seller, the order is formally closed.
Common uses for “will call”
This shipping method is commonly used for:
- Large or bulky goods: When customers order big or heavy products like furniture, appliances, or equipment, “will call” lets them pick up the items themselves instead of dealing with delivery hassles or inflated fees.
Benefits of “will call”
Here are the plus points of using will-call shipping:
- Speed: Lets customers grab their orders quickly without waiting for shipping or delivery windows. This is perfect when time is tight or you need something last minute.
Operational considerations
Clear communication
Make sure customers receive timely and clear notifications about when their order is ready for pickup, where exactly to go, and what documents they need to bring. Offer multiple communication channel options like email, SMS, and phone calls. Provide specific instructions for parking or entry if the pickup area is in a busy or restricted location.
Order verification
Thoroughly review each order’s details before releasing it, taking note of product type, quantity, and any special instructions. Cross-check the order against the system to ensure accuracy. This step prevents errors that could lead to customer dissatisfaction, returns, or extra shipping costs.
Identity verification
Require customers to present a government-issued photo ID, order confirmation number, or other proof of purchase before handing over the goods. Consider secure apps or digital wallets that allow customers to show QR codes or digital receipts for faster verification.
Dedicated will-call area
Designate a specific, clearly marked spot for will-call pickups, ideally separate from regular sales or shipping areas. This reduces confusion and congestion, especially in busy stores or warehouses. Ensure the area is easily accessible, well-lit, and safe. Use clear signage and appoint staff to direct customers if needed.
Proper inventory handling
Store will-call orders in a clean, secure location while waiting for pickup to prevent damage, loss, or mix-ups. Label items clearly with customer names, order numbers, and pickup deadlines. Use an inventory management system to track each order’s status and location.
Time limit for pick-up
Set and communicate a clear deadline for customers to collect their orders. This prevents stock from being tied up indefinitely and helps keep your inventory moving. If items aren’t picked up within the timeframe, have a policy in place for follow-up, restocking, or fines. Inform customers upfront about these rules to avoid misunderstandings.
Managing peak times
Plan for busy periods by adjusting staffing levels to handle higher volumes without creating long wait times. Consider appointment slots or staggered pickups during peak hours to avoid crowding. Use queue management tools or notify customers of expected wait times.