> ## Documentation Index
> Fetch the complete documentation index at: https://help.kneadapp.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Missed Pickup Notifications

> Automatically notify customers who haven't picked up their ready order.

## 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.

## 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.

## 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.

<Note>Good to know: The email comes from your bakery name. Customers see a message from you, not from Knead.</Note>

## 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.

<Tip>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.</Tip>

## 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.

## Related Articles

* [Ready-for-Pickup Notifications](/production/ready-for-pickup-notifications)
* [Delivery Reminders](/production/delivery-reminders)
* [Delivery and Pickup Coordination](/production/delivery-and-pickup-coordination)

***

*Still need help? [Contact us](mailto:hello@kneadapp.co)*