# Choose when pickup in store emails are sent
URL: https://support.starshipit.com/articles/1794355200002-choose-when-pickup-in-store-emails-are-sent
Canonical: https://support.starshipit.com/articles/1794355200002-choose-when-pickup-in-store-emails-are-sent
Markdown: https://support.starshipit.com/articles/1794355200002-choose-when-pickup-in-store-emails-are-sent.md
Updated: 2026-11-10

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Send the pickup email when an order is printed or wait until it is manifested after reaching the collection store.

Choose whether Starshipit sends your pickup email when you print the order or when you manifest it. Use manifesting as the ready-for-pickup step when goods travel from a warehouse to a collection store.

## Before you begin

- [Enable Pickup in Store](/articles/90200000000518-enable-pickup-in-store-and-configure-labels).
- Use an account with permission to change tracking and notification settings.
- Prepare the pickup email template and make sure the customer's email address is on the order. Pickup emails are not sent on a trial subscription.

This setting selects one event for the existing pickup email template. It does not create separate preparation and ready-for-pickup emails. Pickup SMS still sends on printing when enabled, so check its wording and whether it should remain enabled for your workflow.

## Choose the email event

1. In UI 2.0, go to **Settings > [Tracking and notifications](https://next.starshipit.com/settings/tracking-notifications)**.
2. In **Customer notifications**, find **Pickup in store**.
3. Enable the pickup email template offered for your account, then select **Edit new email template** or **Edit classic email template** to check its collection message.
4. Under **Send pickup email when**, choose **Order is printed** or **Order is manifested**. Existing settings default to **Order is printed**.
5. Click **Save**, then reopen the page and confirm the template and event remain selected.

With **Order is manifested**, printing does not send the pickup email. Staff must manifest the order after it has arrived and is ready at the collection store. Starshipit does not detect store arrival.

## Verify the timing

Use a controlled pickup order with an email address your team can check before using the workflow for customers.

1. Print the pickup order and check the email result for your selected event.
2. If you selected **Order is manifested**, confirm no pickup email arrives on printing. Move the goods through your normal transfer process.
3. For **Order is manifested**, wait until the order is ready at the collection store, then manifest it and confirm the pickup email arrives with the intended collection message.
4. Check any SMS or selling-platform notifications separately. Their timing is not changed by this email setting.

## Troubleshooting

### No pickup email arrives

Check the enabled pickup template, the customer's email address, your selected event and whether the account is on a trial subscription. Confirm the order actually reached the selected print or manifest step. See [Set up email notifications](/articles/206358536-set-up-email-notifications) for template testing and delivery troubleshooting.

### Customers are told to collect too early

Check which system sent the message. If it is Starshipit's pickup email, select **Order is manifested** and make manifesting part of the store-ready process. If it is a pickup SMS or a selling-platform message, review that notification separately.

## Related articles

- [Process a pickup in store order](/articles/90200000000520-process-a-pickup-in-store-order)
- [Use pickup in store with Starshipit](/articles/360000133456-use-pickup-in-store-with-starshipit)