--- title: "Counter Pickup Queue" description: "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…" url: https://sistrack.com/en/docs/agency-to-agency/cola-de-retiro/ category: agency-to-agency section: docs updated: 2026-08-04 --- *Markdown version for agents. This page on the web: https://sistrack.com/en/docs/agency-to-agency/cola-de-retiro/* # Counter Pickup Queue 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](/en/docs/agency-to-agency/cobro-contra-entrega/). 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: 1. **Find them** in the list, by tracking number, name, or phone 2. **Click the pickup registration button** on their row 3. **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. --- ## Useful links - [Agency-to-agency shipments guide](/en/docs/agency-to-agency/guia-envios-agencia-a-agencia/) - [Frequently asked questions](/en/docs/agency-to-agency/preguntas-frecuentes/) - [Logging events on an order](/en/docs/orders/registrar-eventos/)