Cash on delivery for agency-to-agency shipments

A counter-to-counter shipment can carry cash on delivery (COD): whoever creates the shipment declares how much to charge the recipient, and the destination office receives that money when the package is picked up. The system always records who received the money, at which office, how much, and when.

1. Enabling an office to collect payment

Not every office handles money. Each one has its own switch:

Where it is: Menu → Agencies → Agency Network → select the office → Edit → “Accepts COD” switch.

Two important details:

• What matters is the destination office (the one receiving the money). The origin office has no effect.
• If you turn the switch off with packages already in transit, those shipments are charged normally: the switch decides which new shipments are accepted, not what happens to shipments already created.

2. Creating a shipment with a charge

In Create Order, with shipment type Agency to agency:

1. When you choose the destination office, the screen tells you whether it accepts cash on delivery or not.
2. If it does, the Amount to Collect (COD) field appears in the additional details step.
3. If you change the destination to an office that doesn’t collect payments, the field disappears and any amount you had entered is cleared — so you never declare a charge that no one will receive.

The chosen shipping service must also allow cash on delivery, and the amount must be within that service’s maximum — the same rules as always. If something doesn’t check out, the message tells you exactly what: the office, the service, or the amount.

This works the same whether the shipment is created by counter staff or by a self-service customer: the rules don’t change based on who creates it.

The amount can be corrected as long as the package hasn’t arrived at the destination office. As soon as it’s awaiting pickup, the amount is locked.

3. Collecting payment at the counter

In the Pickup Queue (Menu → Agencies → Pickup Queue), every package with a charge shows its “To Collect” column with the amount and currency. Packages without a charge show a dash.

When you press Register Pickup on a package with a charge:

1. The form prominently shows the amount to collect, before any other field.
2. In addition to the usual data (who’s picking up and their ID), you must declare the amount collected and the payment method (cash, transfer, or card). Optionally, a payment reference.
3. The system automatically records who you are (the person logged in), your office, and the timestamp — this isn’t entered manually and can’t be edited afterward.

Cases the form accepts and how they’re recorded:

If you made a mistake, the record isn’t edited: the pickup is voided (recording who voided it and why) and registered again. The package returns to the queue and the valid charge is the one from the new record.

Collecting money at the counter is a capability tied to your role. Office roles (management, sales, and support) include it by default; an administrator can enable it individually for a courier who also handles the counter, without giving them access to amount reports. If your role doesn’t include it, the amounts column won’t appear and the system will reject registering a pickup with a charge, with a message explaining why — you can still register packages without a charge normally. If this happens and you’re supposed to collect payments, ask your administrator to enable it.

4. The money in the report

In COD Collected (main menu), every collected counter order shows:

• The actually declared amount — not the expected one.
• A tag distinguishing Underpayment, Overpayment, or delivery without payment.
• Collecting agency and Received by: the office and person who received the amount. This data is locked at the moment of collection — renaming the office or deactivating the person afterward doesn’t change it.
• If a counter order was marked as delivered without anyone capturing the payment, it shows as Unregistered — never with the expected amount shown as collected. It’s an open question for you to resolve, not a made-up number.

You can filter by collecting office and by person, and the export includes both columns at the end, without changing the existing ones.

Important: counter money doesn’t appear in the courier’s views — not as pending while the package is in transit, nor as collected in their workday. Whoever transports isn’t who collects.

5. Frequently asked questions

Does collecting payment for the package change the shipment’s payment status? No. They’re different things: one is what the recipient pays for the goods, the other is what the sender pays for the shipping service.

Does the recipient see the amount in public tracking? No. Tracking shows the package’s status, never amounts, payment methods, or staff names.

Can I register the payment from the mobile app? Yes. The app has a complete pickup screen: it verifies the identity of whoever is picking up against their ID, requires the signature of whoever takes the package, lets you attach a photo, and captures the amount collected and payment method just like the panel. It opens directly from the arrivals scanner (scanning a package awaiting pickup shows the Register Pickup button) or from the order detail. You need the same collection capability as in the panel.

What if the package’s pickup deadline expired? It’s picked up and charged normally. Expiration doesn’t block anything.