What Is “Will Call” in Shipping?

The term “will call” in shipping describes a shipment pickup method where the customer receives the goods by picking them up at a designated location. Businesses often use this option, instead of a standard delivery service, for large, fragile, or time-sensitive items. It provides convenience to those who cannot or prefer not to have items mailed.

How it works

Here is the “will call” shipping process in action:

The customer opts for “will call” delivery

When placing an order, the customer or consignee chooses the “will call” delivery method instead of having their items shipped to their home or office. This choice works well for people who want to save on shipping costs, need their order quickly, or prefer to pick it up in person to avoid missed deliveries.

The seller prepares the order

After the order is placed, the seller picks and packs the items and sets them aside in a designated pickup area. The seller must ensure the customer’s order is ready well before their arrival to avoid delays or confusion.

The seller notifies the customer when it is ready

Once the order is ready to be picked up, the seller notifies the customer, usually via email, text, or phone call, that their items are ready for pickup. The message typically includes important details like precise location, the pickup window, and identification requirements.

The customer collects the order from the specified location

The last step is the customer picking up their package from the pickup point, which could be the company warehouse, retail counter, or an event venue. After confirming pickup with the seller, the order is formally closed.

Common uses for “will call”

This shipping method is commonly used for:

• Large or bulky goods: When customers order big or heavy products like furniture, appliances, or equipment, “will call” lets them pick up the items themselves instead of dealing with delivery hassles or inflated fees.

• Fragile, high-value products: For delicate items like electronics or artwork, customers might prefer to pick them up directly to ensure safe handling and reduce the risk of damage during transit.

• Last-minute purchases: If someone needs an item quickly, they choose this method as a fast way to grab the goods without waiting for shipping.

• Local orders: Businesses serving local customers typically offer “will call” shipping for convenience. Clients can swing by on their own schedule and avoid missed delivery attempts.

• Event ticketing: This method was common for concerts and sports events before the advent of mobile ticketing, with some customers choosing to pick up tickets at the venue on the day of the event.

Benefits of “will call”

Here are the plus points of using will-call shipping:

• Speed: Lets customers grab their orders quickly without waiting for shipping or delivery windows. This is perfect when time is tight or you need something last minute.

• Cost savings: Helps businesses and customers save money by skipping shipping fees. Sellers avoid delivery expenses, and buyers do not pay for shipping or risk missed delivery charges.

• Flexibility: Buyers can pick up their packages when it suits them within the pickup window. This flexibility works well for people with busy schedules or those who want to avoid waiting at their home or office for a delivery.

• Inventory control: Direct customer pickups improve stock accuracy and turnover by enabling real-time inventory updates. This reduces the risk of shipping errors, simplifies returns, and helps match inventory more closely with actual demand.

• Visibility: Provides real-time, accurate updates on stock availability and movement at the seller’s location, eliminating uncertainties and helping businesses maintain precise stock records.

Operational considerations

Clear communication

Make sure customers receive timely and clear notifications about when their order is ready for pickup, where exactly to go, and what documents they need to bring. Offer multiple communication channel options like email, SMS, and phone calls. Provide specific instructions for parking or entry if the pickup area is in a busy or restricted location.

Order verification

Thoroughly review each order’s details before releasing it, taking note of product type, quantity, and any special instructions. Cross-check the order against the system to ensure accuracy. This step prevents errors that could lead to customer dissatisfaction, returns, or extra shipping costs.

Identity verification

Require customers to present a government-issued photo ID, order confirmation number, or other proof of purchase before handing over the goods. Consider secure apps or digital wallets that allow customers to show QR codes or digital receipts for faster verification.

Dedicated will-call area

Designate a specific, clearly marked spot for will-call pickups, ideally separate from regular sales or shipping areas. This reduces confusion and congestion, especially in busy stores or warehouses. Ensure the area is easily accessible, well-lit, and safe. Use clear signage and appoint staff to direct customers if needed.

Proper inventory handling

Store will-call orders in a clean, secure location while waiting for pickup to prevent damage, loss, or mix-ups. Label items clearly with customer names, order numbers, and pickup deadlines. Use an inventory management system to track each order’s status and location.

Time limit for pick-up

Set and communicate a clear deadline for customers to collect their orders. This prevents stock from being tied up indefinitely and helps keep your inventory moving. If items aren’t picked up within the timeframe, have a policy in place for follow-up, restocking, or fines. Inform customers upfront about these rules to avoid misunderstandings.

Managing peak times

Plan for busy periods by adjusting staffing levels to handle higher volumes without creating long wait times. Consider appointment slots or staggered pickups during peak hours to avoid crowding. Use queue management tools or notify customers of expected wait times.