Request a courier to pick up your parcels

Purpose#

A pickup request asks the delivery company that a merchant belongs to for a courier to visit the pickup location and collect parcels that are ready. This page covers where to find it, what to fill in, how the company handles it and its four statuses.

Who can use it#

• A merchant that belongs to a delivery company: an account created by the company or signed up on its own site. The option is shown and the request goes to that company.
• An independent platform merchant (including the owner of "My delivery company"): the option is not shown, because their parcels reach the shipping company automatically when created.
• Company staff (company admin, in-charge, branch (hub) account) open the pickup requests page; its menu link is shown to users with the pickup_request_regular or pickup_request_express permission.

What you need#

• An active subscription for your company. If it has ended, opening these pages sends you to the home page with a warning until the company renews.
• At least one active pickup location, added under Pickup locations («أماكن الاستلام») in the side menu. A merchant that belongs to a delivery company has no merchant plan of its own (its subscription is the company's) and cannot open the plan pages, yet the platform runs its merchant-plan check on every pickup location added while any merchant plan is active in the system. So adding one can be refused with "No active merchant plan subscription — subscribe first to be able to add pickup locations." (Arabic «لا يوجد اشتراك فعّال بباقة تجار — اشترك أولاً لتتمكن من إضافة أماكن استلام.»); if you see it, contact your company. Without an active location the form shows «ضيف مكان استلام أول.» (add a first pickup location) and the send button is disabled.

Steps to send a request#

1. Open the request form

   Press the "+" button in the top bar of the merchant panel and choose «طلب مندوب للاستلام» (Request a courier for pickup). A window titled «طلب مندوب يستلم الطرود» opens.

2. Choose the pickup location

   Under «من وين يستلم؟» (Where should the courier pick up?) your active locations are listed by name with the first 50 characters of the address, the default one first. The location's address is saved in the request (your account address if it has none).

3. Add the details

   «كم طرد تقريباً؟» (About how many parcels?) is optional and takes a whole number from 1 to 10000. «الوقت المناسب (اختياري)» (Preferred time) is free text up to 100 characters, with the example «مثلاً: اليوم بعد 4» (today after 4). "Note (optional)" takes up to 500 characters.

4. Send the request and follow it

   Press «أرسل الطلب» (Send the request). A success message appears, in English "Pickup requested succesfully" (sic: this is the exact screen text). The request then shows under «طلباتي الأخيرة:» (My recent requests) in the same window, which lists your last 5 requests with number, date and status, plus the courier's name and phone once assigned.

Expected result#

The request appears under «طلباتي الأخيرة:» with the status «جديد» (New), and your company sees it on its «طلبات الاستلام» page.

What the company does with the request#

Requests arrive on the «طلبات الاستلام» (Pickup requests) page of the company panel. A badge next to its menu link counts the open requests, meaning new and assigned ones. The company admin and in-charge also see this count in a "Waiting for you:" notice («بانتظارك:») on the home page.

The page has one tab per status, each with its count; each row shows the merchant, the pickup location with phones, the details (approximate count, preferred time, notes) and the assigned courier.

• Only the company's active couriers appear in the assignment list. With none, the note «ما عندك مناديب فعّالين — ضيفهم من صفحة المناديب لتقدر تعيّنهم.» (add couriers first) is shown.
• «إعادة فتح» returns a closed request (picked up or cancelled) to New and removes the courier. A closed request cannot be assigned: «الطلب مسكّر.» (the request is closed) appears, so reopen it first.
• The New tab lists oldest first; the other tabs list the most recently updated first, 30 requests per page.

Common mistakes#

• «طلب مندوب للاستلام» is missing from the menu: your account does not belong to a delivery company.
• "Something went wrong." appears (Arabic «هناك خطأ ما.»): the request was not saved. Try again, and tell your company if it repeats.
• The request has not moved: the company gets no notification; it sees the request on its «طلبات الاستلام» page and in the menu badge, and the company admin and in-charge also see it in the "Waiting for you:" notice («بانتظارك:») on the home page. Call them if it is urgent.
• Looking for the Express request: the current merchant panel has no form for it; only the regular request is available.

Limits and permissions#

• A request goes to the merchant's own company only, and each company sees only its own. Acting on another company's request gives «الطلب مو موجود أو مو لشركتك.» (the request does not exist or is not your company's).
• The assigned courier must belong to the company. The assignment list shows only your company's active couriers, so this does not normally happen from the screen; an HTTP request that names a courier of another company is refused with a 422 error.
• A pickup request differs from the pickup statuses on a parcel itself («تم تعيين مندوب الاستلام» and «استلمه مندوب الاستلام»; "Pickup Assign" and "Received By Pickup Man" in English), which company staff set on each parcel separately.