IMPORTANT:
Outvio has no control over the couriers and therefore, it is not responsible for them not showing up to pick up your shipments. In case the courier does not show up to pick up your shipments, the most effective thing to do is to manually request a new pickup.
After finishing your shipment process and printing out the shipping label, Outvio automatically sends out a pickup request for the courier, in most cases, when you ship with pre-configured couriers on the platform (except for Correos, for which you have to manually request a pickup, following these steps).
So most of the time, you only need to process your shipments and not worry about pickups.
IMPORTANT:
Outvio by default asks for the pickup as late as possible during the day, thus giving you time to process the largest number of orders. This is usually from around 16:00 to 18:00 for most large cities. If you want the courier to pick up at another time, please contact us.
However, sometimes it might happen that the courier does not show up to pick up your shipments. Once again, this is something that we, at Outvio, cannot control since it is the responsibility of the courier and/or delivery person in your area to pick up when Outvio sends the pickup request. There may be a few reasons: dates with peak workloads (such as Black Friday, Christmas or the beginning of the sales season), where they show up but you were not in your pickup warehouse, or others.
As we are aware of this, in case the carrier does not show up, Outvio has implemented the option of requesting a "manual" pickup, simply by clicking on it.
We recommend doing this on the day immediately after the failed pickup. This will generate a new pickup for the same day or the next business day (depending on the time you request the pickup).
STEP 1. Click on the Dashboard.
STEP 2. Request a pickup.
Click on "Request pickup" and choose the courier for which you want to request a pickup. And that's it! Your newly created pickup will appear in the Current/Recent Pickups section.
If the courier does not show up to pick up repeatedly (you have requested a collection for more than 3 working days in a row, being available on those days during working hours, at the collection point) we recommend:
Check that the address of your pickup warehouse is correct and completed
Check that your contact number is correct
Check that the collection time established for your warehouse/online store is a time when you are always available
If the 3 previous points are correct, the easiest thing is to cancel the shipments and process them again with another of the couriers available in your Outvio account
Keep in mind that if you processed shipments (printed out the labels) while your warehouse address was incorrect or incomplete and the pickups have been marked as failed for that reason, the only way to get a pickup is to update the warehouse address with the correct /complete address and then request manually a new pickup.
If you re-request manually, based on an existing pickup, by clicking on the “View and manage all pickups”, the courier will receive the old warehouse address as the pickup address. It is for that reason that a new pickup needs to be generated.
For more information on how you can request a new pickup if a return package pickup fails, click HERE.