E-commerce
July 1, 2026
"I chose the wrong pick-up point, can you change it?" "The pick-up point is closed, my package is stuck." "The locker is full, the carrier is sending everything back." Three tickets where a mismanaged pick-up point without a customer service playbook generates lost packages, impossible modifications, and collection disputes.
The e-commerce pick-up point error support covers incorrect pick-up points, saturation, closures, post-order changes, collection codes, and exceeded retention periods. Distinct from Click & Collect (#177) and home address changes (#183): here, we are talking about carrier delivery to a pick-up point or locker.
This guide #515 covers policy PICKPT-SUP, flows PP-1 to PP-8, and the PICKPT-MAP matrix. First pick-up point content. Future customer service pair: pick-up point bot (#516).
Summary
Why does the pickup point generate support tickets?
The customer chooses a Mondial Relay, Colissimo Pickup, or locker at checkout. Selection errors, unexpected closures, or saturation block delivery or collection.
Five typical friction points
Wrong pickup point: customer wants to change it before or after shipping
Closed pickup point: business permanently closed or under renovation
Saturated pickup point: no locker space or full counter
Collection code: SMS, PIN, or QR code not understood or expired
Holding period: package returned to sender after X days
Mondial Relay documents the return of the package if the pickup point is saturated or not collected within the holding period (Mondial Relay, Shipping FAQ 2026). Without a SOP, the agent might state that changing the pickup point is impossible post-label.
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PICKPT #515 vs Click & Collect #177, address #183 and REFDEL #511
Four contents, four delivery-collection layers.
Quick matrix
#515 PICKPT: pickup point carrier incorrect saturated closed
#177 C&C: BOPIS own store pickup
#183 address: change of home address
#511 REFDEL: parcel refused delivery relay
#177 = brand store inventory. #515 = Mondial Relay Colissimo locker carrier network.
Which pick_pt_* typologies should be classified?
Eight pick-up point ticket scenarios.
Eight pick_pt typologies
pick_pt_wrong_selected: wrong pick-up point chosen at checkout
pick_pt_change_request: modify pick-up point after order
pick_pt_closed: pick-up point temporarily or permanently closed
pick_pt_saturated: full pick-up point or saturated locker
pick_pt_retrieval_code: PIN code or QR code retrieval explanation
pick_pt_storage_expired: storage period exceeded, return to sender
pick_pt_not_arrived: parcel not yet at the pick-up point WISMO
pick_pt_locker_size: parcel too large for locker
Tags: pick_pt, delivery_relay. Lookup carrier relay status + fulfillment stage before macro change.
How to structure the PICKPT-MAP matrix?
The PICKPT-MAP matrix documents relay change rules by carrier and order status for agents and the future bot #516.
PICKPT-MAP Columns
carrier: mondial_relay colissimo_pickup chronopost inpost
fulfillment_stage: unfulfilled labeled in_transit at_relay
change_allowed: Y/N cutoff hours post-order
change_method: carrier_api ops_ticket manual_only
storage_days: relay holding period before return to sender
saturated_action: reroute_nearest hold_hub reship domicile
closed_action: carrier_reroute refund reship fee
fees_paid_by: merchant customer carrier absorb
relay_lookup_url: official carrier relay map
PICKPT-SUP policy in six rules
Six rules for pick-up point support.
PICKPT-MAP-GROUNDED : change storage fees from map only
VERIFY-CARRIER-STATUS : relay status API before promise
NO-RELAY-INVENT : never use invented relay address
CHANGE-BEFORE-LABEL : edit relay if unfulfilled map row
SATURATED-CARRIER-PROCESS : reroute according to saturated_action map
STORAGE-CITE : exact storage_days before expiration
Flow PICKPT PP-1 to PP-8
Flow agent eight steps pick-up point.
PP-1 Intake: pick_pt_* intent + order relay ID
PP-2 Carrier lookup: relay status closed saturated at_relay
PP-3 PICKPT-MAP: change_allowed storage_days actions
PP-4 Classify: wrong change closed saturated code expired
PP-5 Respond: macro PICKPT grounded
PP-6 Carrier ticket: ops API reroute if map method
PP-7 Notify client: new relay code SMS carrier
PP-8 Close: tag pick_pt_resolved outcome
SLA: pick_pt_change_request answered in one interaction with feasibility or relay_lookup_url.
Essential PICKPT macros
Four macro agents.
PICKPT-CHANGE-01
"Relay changed [change_allowed map]. New relay: [relay_id name address]. Map: [relay_lookup_url]. Fees: [fees_paid_by]. Delivery time: [ETA]."
PICKPT-SATURATED-01
"Relay saturated. Action: [saturated_action map]. Proposed new relay: [nearest_relay]. Tracking: [tracking_url]."
PICKPT-STORAGE-01
"Parcel at the relay since [date]. Collect before [storage_days] days, otherwise it will be returned to sender. Code: SMS carrier or Mondial Relay app."
PICKPT-CLOSED-01
"Relay closed. Rerouting by carrier in progress: [closed_action]. New point: SMS notification within 24 hours. Contact: [carrier_support_url]."
Edge cases: multi-parcel, gift, and home delivery fallback
Four cases outside the standard macro.
Multi-parcel: pick_pt partial: different pickup point per parcel explain
Unknown pickup point gift: #205 gift: buyer changes pickup point if map
Home fallback: locker_size: reship home fee map row
Refusal at pickup point: #511 REFDEL if client refuses collection
Each carrier requires a PICKPT-MAP line if storage_days or change_method differs.
Essential pick-up point KPIs
Five PICKPT monitoring metrics.
pick_pt_incident_rate: collection point tickets / collection point deliveries
pick_pt_change_success: % successful collection point changes
pick_pt_saturated_rate: saturation incidents / collection point
pick_pt_storage_return: overdue sender return parcels
pick_pt_sla_met: % feasibility response < 1 h
Target: pick_pt_change_success > 80 % if PICKPT-CHANGE-01 and change before carrier API label.
PICKPT anti-patterns
Five common mistakes.
Invented relay: NO-RELAY-INVENT violation
Promised change post-label without map: CHANGE-BEFORE-LABEL
Confusing C&C #177: relay carrier distinct from store
Ignoring carrier status: VERIFY-CARRIER-STATUS
Unclear storage period: STORAGE-CITE mandatory
PICKPT with Qstomy
Qstomy on Shopify + carrier relay API: detect pick_pt intent, PICKPT-MAP feasibility, relay status lookup, PICKPT-CHANGE macro, carrier reroute ticket, handoff #516 bot tier 1.
Pipeline: #515 agents change reroute → #516 bot relay map storage tier 1.
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Checklist, FAQ and going further
PICKPT Checklist (8 steps)
PICKPT-MAP v1: carriers change storage saturated closed
Policy PICKPT-SUP: 6 ops rules + agents
8 pick_pt_* typologies: helpdesk tags
4 PICKPT-* macros: CHANGE SATURATED STORAGE CLOSED
Carrier relay API sync: status closed saturated at_relay
Checkout relay widget audit: reduce pick_pt_wrong_selected
Formation change vs shipped 20 min: CHANGE-BEFORE-LABEL
Dashboard KPI: pick_pt_* section 9
FAQ
Difference with Click & Collect #177?
#177 = brand store pickup. #515 = third-party carrier network relay.
Change relay after shipping?
According to PICKPT-MAP change_allowed and carrier. Often carrier ticket only.
Is Bot #516 enough?
Tier 1 relay map storage explain. Reroute exception → agents #515.
Full relay, who pays for reship?
PICKPT-MAP fees_paid_by saturated_action row.
Going further
This week: document PICKPT-MAP by carrier, test PICKPT-CHANGE-01 on simulated unfulfilled order, measure checkout pick_pt_wrong_selected rate.
Enzo
July 1, 2026
