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Overview

When an order is marked as Ready but the customer has not picked it up by the scheduled time, Knead sends an automatic missed-pickup email. This saves you from chasing down customers and keeps your pickup flow moving.

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How It Works

The delivery scanner monitors all orders with a status of Ready and a scheduled pickup time. When the pickup time passes without the order being collected, Knead triggers a missed-pickup notification. Here is the flow:
  1. You mark an order as Ready (this sends the ready-for-pickup email).
  2. The scheduled pickup time arrives and passes.
  3. The delivery scanner detects the order is still in Ready status.
  4. Knead sends the customer a missed-pickup email.
You do not need to enable this per order. It applies to all pickup orders that have a scheduled time and a Ready status.

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What the Customer Email Includes

The missed-pickup email contains:
  • Order details — Items and quantities so the customer can confirm which order is waiting.
  • Original pickup time — A reminder of when pickup was scheduled.
  • A prompt to arrange a new time — Encourages the customer to reach out and reschedule.
  • Your bakery contact info — So they can get in touch with you directly.
The tone is friendly, not scolding. It assumes something came up and offers a path forward.
Good to know: The email comes from your bakery name. Customers see a message from you, not from Knead.

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The Briefing Card on Your Counter

In addition to the customer email, a briefing card appears on your Counter when a pickup is missed. This gives you visibility without needing to dig through your order list. The briefing card shows:
  • The customer name
  • The order summary
  • The original pickup time
Tap the briefing card to open the order and take action — reschedule, message the customer, or update the status.
Pro tip: Check your Counter at the end of each day. If any missed-pickup cards are still there, send a quick message through your inbox before you close up. Perishable items do not wait.

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When the Notification Does Not Send

The missed-pickup notification only triggers when all of these conditions are met:
  • The order status is Ready.
  • The order has a scheduled pickup time.
  • The pickup time has passed.
It does not send if:
  • The order was already marked as Completed or Delivered.
  • The order has no scheduled pickup time.
  • The order was cancelled.
Still need help? Contact us