How do collection and delivery work?
You create your own delivery methods yourself in the Delivery tab of your shop: a collection on site with its address and opening hours, a shipping option with its fee, or both at once, at the buyer's choice when paying. You set your prices freely and can offer postage free from a certain order amount; however, the shop does not buy postage on your behalf and does not calculate any automatic weight-based rate, so you remain in control of your carrier.
Creating a collection or delivery method
- Open the Delivery tab of your shop, then click Add a delivery method.
- Choose the Type: Delivery or Collection on site.
- Give it a Name (for example "Royal Mail" or "Collection at the hall") and, if needed, a description shown to the buyer when paying.
- For a delivery, enter the Fee (€) and, if you wish, an amount for Free from (€) to offer postage above a certain sum.
- For a collection, enter the Collection point (an address, or a free-text location such as "under the school porch") and the Hours and instructions.
You can add several methods at once: the buyer chooses the one that suits them when paying. You can also state an estimated timeframe, for example 2 to 5 days, displayed at checkout and in the confirmation email. Step-by-step video: training module Delivery and collection on site.
What the buyer sees when paying
The buyer adds their products to their basket, enters their details once for the whole order, then chooses their delivery method if there is more than one. The postal address is only requested if they choose a delivery; for a collection, it never appears, since they come to collect their order in person. Once payment is made, they receive a confirmation email and, for a collection, a QR code to present on site.
Moving an order forward until it is handed over
In Orders, each purchase first appears with the status To process. Open the order, then click the relevant button to move it forward:
- Mark as being prepared, to let the buyer know you are working on it.
- Mark ready for collection if the buyer is coming to collect it, or Mark as shipped if you are sending it, adding a Tracking no. and a Tracking link (optional) if needed, so that it is clickable in the buyer's email.
- Mark delivered / handed over once the order has arrived or been collected.
At each stage, tick Notify the buyer so they automatically receive an email with the new status. You can also export all orders as a CSV file, with postal addresses and custom fields each in their own column, ready for printing labels. For full details on order tracking, see how to manage orders once sales are over.
Collecting an order by scanning its QR code
For collections, Donoor saves you from keeping a notebook at the counter.
- From your shop's page, click Scan, then Open the scanner from your phone's browser.
- Scan the QR code presented by the buyer, or enter their order number if you do not have access to the camera.
- The colour displayed tells you what to do: green, the order is to be handed over and is automatically marked as handed over; orange, it has already been collected, do not hand it over a second time; red, the QR code is unknown, or the order is unpaid or has been cancelled.
Scanning is done from a browser, with a live check against the server: an internet connection is therefore required. Only team members authorised to manage the shop's orders can access the scanner.
Returns and the right of withdrawal
As with any distance purchase, your buyer has 14 days to change their mind, the right of withdrawal: this information is provided to them before they buy. In the Settings of your shop, you choose who bears the return postage in the event of a withdrawal: The buyer (the most common option, lawful if stated before the purchase) or Your organisation (more committing for the buyer). A damaged or non-conforming product, however, is always returned at your expense: this is the statutory guarantee, and it does not depend on this choice. You can also specify a Return address different from your organisation's address, if your returns arrive elsewhere.
Important: an actual refund is made from your dashboard: see how to refund a payment and handle a dispute.
Good to know: the shop does not calculate any weight-based delivery rate and never buys postage on your behalf: you choose your carrier and set each rate yourself.
Tip: for a same-day sale, such as a fête or a Christmas market, offer a Collection on site method at no charge and take payment on the spot with Tap to Pay if the buyer did not order online in advance.
| Status | What it means |
|---|---|
| To process | The order has just been paid, and you have not yet prepared it |
| Being prepared | You are preparing it; useful for giving the buyer a timeframe |
| Ready for collection | It is waiting for the buyer to come and collect it |
| Shipped | It has been sent, with its tracking number if you added one |
| Delivered / handed over | The buyer has received or collected it |
| Cancelled | The order will not be fulfilled |
To create your shop and your first products before setting up delivery, see how to create an online shop for your organisation.
Key takeaways
- You create your own collection and delivery methods, each with its own rate, and the buyer chooses the one that suits them.
- The postal address is only requested for a delivery; for a collection, the buyer presents a QR code that you scan.
- Each order follows a status, from To process to Delivered or handed over, with an automatic email to the buyer if you wish.
- The shop sets no weight-based rate and does not buy postage: you choose your carrier.
- The buyer has a 14-day right of withdrawal, as with any distance purchase.