E-commerce
July 1, 2026
"My code is not working on the locker." "The package has expired, what happens to my order?" "The locker door is not opening, I am standing in front of the terminal." Three tickets where an incorrectly managed locker delivery generates customer stress, warehouse returns, and delivered-not-received disputes.
The support for e-commerce pickup lockers covers PIN or QR codes, retention periods, opening incidents, expired packages, and carrier returns. Distinct from human pickup points, local delivery, and consignment shops #623: here, packages are deposited in InPost Mondial Relay Hub automatic lockers.
This guide #631 covers policy LOCKER-SUP, flow LK-1 to LK-8, and matrix LOCKER-MAP. Pair with the customer service of the future: locker bot (#632).
Summary
Why do pickup lockers generate support tickets?
The customer chooses a locker during checkout. They receive an SMS with a code, go to the location, and the terminal refuses to open or the compartment is empty. Without a SOP, the agent promises an immediate reshipment without checking the carrier status, or confuses an automatic locker with a post office pickup.
Five typical locker frictions
Invalid code: Expired PIN or incorrect terminal map
Retention period exceeded: Parcel returned to warehouse without warning the customer
Opening failure: Door jammed or compartment occupied
Location: Inaccurate locker address on GPS or parking lot
Tracking status: "Delivered to locker" vs parcel actually available
Locker networks (InPost, Mondial Relay, Amazon Hub) reduce failures when retention periods and incident procedures are visible in the notification email (InPost France, 2026 guidelines). Without LOCKER-MAP, agents improvise reshipment and delivered status.
LOCKER #631 vs human relay, local delivery #290, POD #315 and consignment #623
Seven contents, seven distinct delivery and collection modes.
Quick matrix
#631 LOCKER: locker auto PIN code QR retention incident opening
Human relay point: counter collection merchant hours distinct locker
Local delivery #290: bicycle delivery shop slot distinct locker
Proof of delivery #315: POD signature photo distinct client collection locker
Packaging deposit #412: PET deposit no parcel locker collection
Consignment shop #623: consigned product seller distinct logistics locker
#632 LOCKERbot: bot tier 1 code expiration handoff
#631 = parcel in automatic terminal. "Consigned" here = placed in locker for collection, not product consignment shop.
Which locker_* typologies should be classified?
Eight pickup locker ticket scenarios.
Eight locker typologies
locker_how_it_works: customer does not understand locker checkout model
locker_code_access: PIN QR invalid or refused by terminal
locker_not_available: tracking shows delivered, locker parcel not accessible
locker_retention_expired: retention period exceeded, returned to warehouse
locker_door_malfunction: door jammed, compartment full, breakdown
locker_location_find: GPS address of locker not found
locker_wrong_parcel: compartment empty or wrong parcel
locker_redelivery_request: request for redelivery to another address after expiration
Tags: locker, pickup_locker, inpost, relay. LOCKER-MAP-GROUNDED: retention_days code_type from map only.
How to structure the LOCKER-MAP matrix?
The LOCKER-MAP matrix documents each locker carrier for agents and future bot #632.
LOCKER-MAP Columns
locker_carrier_id: InPost MondialRelay AmazonHub map
code_type: PIN_6 QR_app link_sms map
retention_days: 48h 72h 7d depending on carrier map
expired_parcel_rule: return to warehouse paid resend map
malfunction_escalate: carrier hotline ticket ref map
tracking_status_map: carrier statuses → available picked expired
redelivery_policy: free or paid resend post-expiration
locker_locator_url: carrier locker map link
customer_copy: checkout sentence locker choice map
sms_notification_template: SMS content retention code map
Sync checkout locker picker, shipped email with retention_days, helpdesk macros and customer_copy audit visible before validation.
LOCKER-SUP policy in six rules
Six pickup locker support rules.
LOCKER-MAP-GROUNDED: retention code escalate from map only
CARRIER-STATUS-VERIFY: tracking carrier API before cite status
RETENTION-CITE: retention_days expired_parcel_rule cite verbatim map
MALFUNCTION-ESCALATE-CARRIER: door malfunction → hotline carrier ticket ref
CONSIGN623-REROUTE: product consignment → #623 CONSIGN distinct logistics
NO-DELIVERED-PROMISE: do not confirm delivered to customer without API available status
Flow LOCKER LK-1 to LK-8
Flow agent eight steps locker collection.
LK-1 Intake: locker_* intent + order_ref tracking locker_id photos terminal
LK-2 Carrier lookup: LOCKER-MAP retention code malfunction rules
LK-3 Tracking verify: carrier API status available expired picked
LK-4 Classify: code access expired malfunction location wrong parcel
LK-5 Policy triage: RETENTION-CITE MALFUNCTION-ESCALATE map
LK-6 Respond: macro LOCKER grounded map customer_copy locator
LK-7 Execute: escalate carrier redelivery reship refund lost escalate ops
LK-8 Close: tag locker_resolved locker_carrier_id picked Y/N
SLA: locker_code_access resolved with code_type retention_days and locator_url map in a single interaction if status is available.
Essential LOCKER macros
Four macro agents for pickup lockers.
LOCKER-EXPLAIN-01
"Locker delivery [locker_carrier_id map]: [customer_copy map]. Code [code_type map] sent by SMS upon deposit. Pickup within [retention_days map] days. Locate: [locker_locator_url map]."
LOCKER-CODE-01
"Order [order_ref] locker [locker_id]: status [tracking_status API map]. [If available: code [code_type map] valid until [pickup_deadline date]. Check correct terminal [locker_address map].] [If expired: [expired_parcel_rule map].]"
LOCKER-MALFUNCTION-01
"Incident with locker [locker_id]: contact [malfunction_escalate hotline map] reference [carrier_ticket_template]. Do not force the door. We are opening an internal ticket [order_ref] tracked under [escalate_sla map]."
LOCKER-REDELIVERY-01
"Expired parcel in locker [order_ref]: [expired_parcel_rule map]. Redelivery: [redelivery_policy map address or paid]. Delay [redelivery_sla_days map] days post receipt at carrier warehouse."
Edge cases: parcel lost in locker, incorrect address, carrier delay, and locker return
Five cases outside the standard macro locker.
Empty compartment dispute: escalate carrier + POD deposit scan #315
Post-shipment address change: unable to edit address, locker already routed
Carrier delay before locker deposit: separate delay communication locker incident
Customer return via locker: return locker carrier if enabled, map distinct outbound
Locker delivery refusal: refused delivery reroute if applicable
Locker outbound = customer collection code. Do not apply standard new return flow without checking the return_locker_policy map.
Essential locker KPIs
Five LOCKER steering metrics.
locker_ticket_rate: locker_* tickets / shipped locker orders
locker_pickup_success_rate: picked within retention / locker deposits
locker_expired_rate: expired returned to warehouse / locker deposits
locker_malfunction_escalate_rate: door malfunction / locker tickets
locker_retention_cite_rate: % RETENTION-CITE map responses
Target: locker_retention_cite_rate greater than 95% and locker_expired_rate monthly tracking by carrier.
LOCKER anti-patterns
Five common mistakes with pickup locker support.
Confirming delivered without available status: NO-DELIVERED-PROMISE CARRIER-STATUS-VERIFY
Promising free redelivery without map: redelivery_policy LOCKER-MAP only
Ignoring carrier hotline during breakdown: MALFUNCTION-ESCALATE-CARRIER first
Confusing consignment store #623: CONSIGN623-REROUTE distinct product from parcel
Retention not cited: RETENTION-CITE retention_days map verbatim
LOCKER with Qstomy
Qstomy on Shopify: detect locker intent, LOCKER-MAP RAG grounded, carrier tracking lookup, RETENTION-CITE, handoff #632 bot tier 1 code expiration.
Pipeline: #632 bot explain code locator tier 1 → #631 agents malfunction redelivery escalate carrier.
Explore AI support and book a demo.
Checklist, FAQ and going further
LOCKER Checklist (8 steps)
LOCKER-MAP v1: carriers retention code malfunction redelivery
LOCKER-SUP Policy: 6 rules CARRIER-STATUS-VERIFY RETENTION-CITE
8 locker_* typologies: helpdesk tags
4 LOCKER-* macros: EXPLAIN CODE MALFUNCTION REDELIVERY
Checkout locker picker: customer_copy retention_days visible
SMS shipped template: code_type locator retention sync map
30-minute agent training: locker vs human counter vs #623 vs #412
KPI Dashboard: locker_* section 9 pickup_success expired_rate
FAQ
Difference with local merchant pick-up point?
Human counter = counter pickup. Locker = automated terminal with PIN code / QR code 24/7.
Difference with consignment shop #623?
#623 = product sold on consignment. #631 = logistics parcel deposited in pick-up locker.
Expired code what to do?
LOCKER-REDELIVERY-01 expired_parcel_rule map redelivery_policy.
Relation with #632 bot?
#632 = bot tier 1 code expiration locator. #631 = agents malfunction redelivery escalate carrier.
Going further
This week: index LOCKER-MAP by carrier, audit retention_days SMS shipped, test macro LOCKER-CODE-01 agents.
Enzo
July 1, 2026
