E-commerce
July 1, 2026
Locker pickup is convenient, but it becomes stressful if the code doesn't work, the QR code is expired, the locker doesn't open, or the package is not in the correct compartment.
The chatbot must assist the customer on-site, with short and clear instructions. It needs to check the status, locker address, pickup deadline, and quickly escalate cases of stuck packages.
This guide explains how to manage pickup lockers with an AI chatbot, without leaving the customer stranded in front of a locked locker.
Summary
Why must support be immediate?
A locker problem often happens when the customer is already on-site. They might be cold, in a hurry, or unable to return before expiration.
The chatbot must therefore respond with simple steps. A long explanation or a deferred ticket is not always enough.
In front of a locker that won't open, the customer needs immediate action, not logistics theory.
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Which situations to recognize?
Common cases include rejected code, unreadable QR code, empty locker, missing parcel, expired code, wrong pick-up point, out-of-service screen, or notification received too late.
The bot must also distinguish between parcel arrived at the relay point, parcel available in the locker, and parcel already collected or expired.
How do you guide on site?
The chatbot may ask the customer to check the locker address, the most recent code, the deadline, the brightness for scanning the QR code, and the screen status.
It must remain practical: one or two steps at a time, then escalate if the problem persists.
How to manage expiration?
The code or the collection may expire after a certain period. The bot must explain whether the parcel is still available, extendable, or already being returned to the sender.
It must not promise an extension if the locker network does not allow it.
What should I do if the locker does not open?
If the locker rejects the code or does not open, the chatbot must collect the pickup point, the masked code if necessary, the time, the displayed message, and a photo of the screen if useful.
It must transfer quickly to support or the locker partner, as the customer cannot resolve a jammed lock on their own.
Which flow to follow?
The flow should assist the customer while they are on site.
Identify the order, collection point, and parcel status.
Verify the code, QR code, deadline, and locker address.
Provide a simple step to try without revealing the full code.
Collect error message, time, and photo if necessary.
Escalate blocked lockers, missing parcels, expirations, and pickup point errors.
Which messages should be used?
To check: "Make sure you are at the correct pickup point and using the most recent code received."
For a QR code: "Increase screen brightness and verify that the code has not expired."
To escalate: "Since the locker does not open, I am forwarding this with the pickup point and the displayed message."
When to transfer?
The transfer is necessary if the locker does not open, if the package is missing, if the code is expired even though the delay seems valid, if the screen is out of service, or if the customer is on site without a solution.
The bot must transmit the order, relay point, status, time, message, photo, masked code, and emergency status.
Which KPIs should be monitored?
Track refused codes, expired QR codes, blocked lockers, missing parcels, expired collections, partner transfers, and on-site resolutions.
This data shows which collection points or partners are creating the most friction.
Which mistakes should be avoided?
Avoid asking for the full code, keeping the customer waiting on-site without escalating, promising an extension, or ignoring an empty locker.
The chatbot must act quickly because the customer is often already facing the issue.
How can Qstomy help?
Qstomy can connect the chatbot to the catalog, orders, customer proof, support rules, relay points, and useful context to respond clearly, and then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without exposing unnecessary data or promising an action that still depends on human or operational validation.
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Key takeaways
Takeaways
A pickup locker issue must be handled with short instructions and quick escalation.
What the customer needs to understand
The customer must know what to check on site: point, code, QR, expiration, and error message.
The right chatbot limit
The chatbot can guide simple actions, but it must transfer blocked lockers, missing parcels, and disputed expirations.
Enzo
July 1, 2026
