Click & Collect e-mail confirmation - show times against EACH item
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Steven Sproat
There may already be a canny issue for this but there's so many regarding C&C that it's hard to trawl through, and many are old so I don't know what's relevant nowadays. I know that similar issues have been brought up in the past, but here's the state of play as of now.
We've had several customers turn up to our shops, ready to collect their items because the order confirmation e-mail shows a message of "your order will be ready for collection in [x] days" - with [x] being the shortest lead time of the order's items.
This ends up with customers being angry as they've made the trip to the shop, only to partially collect their items and having to make another trip later. We've had to offer some items as gestures of goodwill, leading to several small losses.
I raised this as an issue to support but was told this was working as designed (!!!) which seems incorrect to me. I was also told that the basket page clearly shows the lead times, but at this point, it's in regards to delivery because C&C isn't actually "selected" when you go through the C&C interface on the product page and select 'add to basket' - it's during checkout
The checkout does show the collection times but then the confirmation e-mail contradicts this....and I think we're all pretty aware that people don't read whatever messaging we show them!
Rebecca Clarke
Hi Steven,
Thank you for raising this and for outlining the issue.
We’ve carried out some internal testing and, based on our results, the system appears to be behaving as expected, with it showing the longest lead time in all cases. Here’s a summary of our findings:
Scenario 1: Two items, both out of stock at the main store and sourced from different locations with different lead times. The longest lead time (14 days) displays correctly in both the basket and the confirmation email.
Scenario 2: A mix of items — one available immediately and one with a delivery delay. The confirmation email correctly shows the 6-day delay.
Scenario 3: Two items, both with delays, the longest being 10 days. The email correctly reflects the 10-day lead time.
Scenario 4: A mix of delivery delays and lead times; when selecting the main store, the expected outcome is 14 days, and the email again shows 14 days correctly.
From our side, everything seems to be functioning as designed. However, it’s possible that something specific to your orders or setup is influencing the results you’re seeing.
Could you please share a few example order numbers with the Helpdesk team? This will allow them to investigate further and identify any underlying issues specific to your environment or configuration.
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Steven Sproat
Rebecca Clarkehi Rebecca, thanks for confirming the possible scenarios, I was just passing a message on from one of our shops. I can provide an order confirmation PDF if you like, but I don't know what the stock status of everything was at the point of ordering.
Neil McQuillan - CEO Citrus-Lime
The C&C lead time is the longest (or at least it ought to be) of the leadtimes, I'll get this checked.
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Steven Sproat
Neil McQuillan - CEO Citrus-LimeThanks Neil, I can send an example order confirmation to you if you'd like