The pickup queue is the screen that tells you which packages are waiting at your office and since when. Before it existed, the only way to find a…

The pickup queue is the screen that tells you which packages are waiting at your office and since when. Before it existed, the only way to find a package was for the customer to show up with their tracking number written down.

Where it is: Menu → Agencies → Pickup queue

What it shows

Only packages that have already arrived at the office and haven’t been picked up yet. Nothing else goes into this list:

❌ Packages still on their way don’t appear
❌ Already picked-up ones disappear as soon as the delivery is logged
❌ Returned or cancelled ones don’t appear either
✅ Ones that have been waiting for days do — even if their deadline has already passed

For each package you’ll see:

Column	What it is
Tracking	The shipment number
Recipient	Who it’s addressed to
Phone	So you can call them
To collect	The amount and currency of the cash-on-delivery charge, if the package carries one (a dash if not). Only visible to roles that include viewing collection amounts
Arrival	When it arrived at the office
Days waiting	How long it’s been taking up shelf space
Deadline	Until when you keep it
Office	Which counter it belongs to

If the package carries a charge and your role doesn’t include viewing amounts, the pickup registration button will be disabled with a note explaining why. How to register a pickup with a charge: Cash on Delivery.

At the top, the total of packages waiting under the applied filter is shown.

Choosing the office

The office filter comes pre-selected with yours:

Your situation	What shows up
You’re assigned to a single office	That one, already selected
You’re assigned to several and one is the main one	The main one
You’re assigned to several with none marked as main	Empty
You’re not assigned to any	Empty

You can change it to any office at any time.

If you don’t choose an office, the list comes up empty. All packages across the whole network aren’t shown together, and that’s intentional: a counter is a physical place, and “all packages from all offices” doesn’t answer any question someone helping a customer actually has.

An office you’ve deactivated no longer appears in the filter, but its packages remain searchable: they’re still physically somewhere and someone has to be able to hand them over.

Searching for a package

The search box accepts three things:

Tracking number — full or just the last characters you can read off the label
Recipient’s name — or part of it
Phone number — typing just the digits

The phone number is matched regardless of format. The customer reads you 5512345678 and it finds it even if the system has it stored as +52 (55) 1234-5678. The last digits are compared, so you don’t need the country prefix.

Searching never brings back an already picked-up package: the search applies within the list of packages that are waiting, not across the entire history.

The list order

By default, the oldest come first: they’re the ones that have been taking up space the longest and are closest to expiring. You can reverse the order by clicking the days-waiting or arrival column.

Days waiting are counted in calendar days in your organization’s timezone: a package that arrived yesterday at 11 PM has been waiting one day, even though only two hours have passed. One that arrived today has been waiting zero, never one.

Overdue packages

A package whose pickup deadline has already passed appears visually marked in the list.

Being overdue doesn’t change anything on its own. The package stays in the list, it’s still yours, and it can be handed over completely normally. It doesn’t get returned on its own, its status doesn’t change, and no one is notified automatically. The mark is only there so your team can decide what to do: call the recipient, verbally extend the deadline, or start a manual return.

If a package has no calculated deadline, the column appears empty. You won’t see a zero or a made-up date, and the package is treated like any other.

Handing over a package

When the recipient shows up at the counter:

Find them in the list, by tracking number, name, or phone
Click the pickup registration button on their row
Capture the details of who’s picking it up

The three required fields are:

Field	What it’s for
Who’s picking it up	Full name of the person standing in front of you
ID number	The document they identified themselves with
Who they are	Whether it’s the recipient themselves or an authorized third party

Optionally you can attach a photo, signature, the ID type, and notes. None of these four is required.

When saved, the package moves to Delivered and disappears from the queue.

After handing it over

A delivered order is closed. No further status changes or reassignments can be logged for it. If you made a mistake, an administrator has to correct it.

And conversely: if a package was already delivered, returned, or cancelled, a pickup can’t be logged for it. The system rejects it.

Things this screen doesn’t do

It doesn’t hand over in bulk. Each pickup has a different person and ID, so it’s logged one at a time.
It doesn’t notify the recipient from here. If you want to call them, their phone number is in the list.
It doesn’t return anything automatically, not even overdue ones.
It doesn’t read barcodes to locate a package in the list. You search by typing. If you’d rather scan, use the Counter Scanner in the mobile app: scanning a package that’s waiting for pickup offers you the button to register it, signature and payment collection included.

Counter Pickup Queue