Intro To Order Fulfillment

The Kanban

All incoming orders will appear with an expanded view in the Open status in the Orders tab for that fulfillment method. In-store pickup and Curbside pickup orders will appear together on the Pickup kanban. Delivery orders and Kiosk orders will appear in their own kanban.

Move orders across the kanban as they move through your fulfillment flow. This allows Carrot to send trigger messages, keeping customers informed about the status of their order. Most kanban statuses have a trigger SMS that can be sent to customers when an order is moved to that status. You can enable or disable these messages in your settings.

Pickup Cards

Customer Information:
- Name
- Phone Number
- Order Method type
- Order State (Dropdown)
Order Details:
- Each Product is listed with quantity and cost.
- Reward items are highlighted blue indicating a redemption has been made. The cost will be updated to the total price in points.
- Deals are highlighted green.
Payment Details:
- Points spent
- Service fees
- Subtotal
- Tax
- Rounding (if applicable)
- Grand Total
Payment method selected by the customer
If using curbside pickup with checkin QR codes, orders will display an alert when the customer checks in.

Pickup Orders

Pickup order statuses
- Open
- Working
- Ready
- Expiring
- Customer Canceled
When a customer submits an order, it will appear in the "Open" column in the kanban. A trigger text is sent indicating the order has been received
Once a budtender starts preparing an order they should move it to working
Once the order is prepared it should move to ready. A text is sent to the customer that can be used to let them know to come pick up their order
If you have an expiry window set, orders will move from ready to expiring after the order is getting close to the set expiry window. If you have the order expiry sms enabled a message will be sent to the customer.
If a customer cancels their own order, or staff cancel it on their behalf, it moves to Customer Canceled.

For move information about fulfilling pickup orders see Processing Pickup Orders with Carrot

Delivery Orders

Delivery order statuses:
- Open
- Working
- Pending
- En Route
- Delivered
- Returned
Once an order has been processed you should move it to Pending.
When an order is packed into a vehicle and goes out with a driver it moves to En Route. This will send a notification text to the customer
As the driver completes stops on their route, orders will be moved automatically to Delivered or Returned.

For move information about fulfilling delivery orders see Processing Delivery Orders with Carrot

Kiosk Orders

Kiosk order statuses:
- Open
- Working
- Ready
- Expiring
- Customer Canceled
Kiosk orders move through the board the same way Pickup orders do: Open when placed, Working once a budtender starts on it, Ready once it's prepared, and Expiring if it isn't claimed within your expiry window.

For more information about fulfilling kiosk orders see Fulfilling Kiosk Orders in Carrot

Pushing to The POS

All Carrot POS integrations except Biotrack allow you to push orders directly into your point of sale. Each order card will have a Push to POS button at the bottom. When an order has been successfully pushed, you will see the POS ID for that order.

Automatic Close Out

If your store uses Cova, Dutchie, Treez or Forleaf, orders that have been pushed to the POS complete themselves in Carrot once the sale is finished there, and orders canceled in the POS are canceled in Carrot too (except on Cova). If an order was paid online, capture the payment in Carrot first: an order with an uncaptured online payment stays on the board. Every completed order stays available on the Overview page under Fulfillment. See Automatic Order Close Out.