Separate order receipt from readiness to collect
Show branch selection before promising pickup, distinguish receipt from readiness and explain a stock exception without sending the customer to the shop unnecessarily. The journey needs confirmed collection instructions after fulfilment accepts the order. Availability, preparation time and opening hours belong to different operational states.
Worked example — illustrative data.
| State | Fictional message | Customer action |
|---|---|---|
| Item selected | Choose North or Central pickup branch | Select the intended destination |
| Order received | We have your request; readiness not confirmed | Wait for the stated readiness notice |
| Stock exception | Selected finish cannot be fulfilled here | Review supported alternative or cancellation route |
| Ready | Collection instructions and hours shown | Use the confirmed collection route |
Map who owns stock, readiness and customer notification before writing the page. Show branch selection on the product or cart where it changes availability. Keep opening hours, collection hours and preparation timing separate if the business operates them differently. Ask operations to confirm every condition, including who can collect and what information is needed. Use synthetic orders to review the normal path and the stock exception without misleading staff or customers.
Customers may arrive before their readiness notice
A customer can arrive before the readiness message. The page should state the relevant condition plainly and provide a supported contact route rather than implying that every submitted order is immediately collectable.
Do not publish a readiness promise that the fulfilment team cannot support. Accept the journey only when both the stock exception and collection confirmation have clear customer actions.
Continue with Guides for stores, software teams and local businesses, Website design for local businesses and Show shipping constraints before checkout.