If a Package Is Incorrectly Picked Up

An Incorrect Pickup issue can occur if someone moves or removes a package on the shelf, or if a package falls off the shelf.

The scenario could be that the recipient who picked up the incorrect package, placed the incorrect package somewhere else on the shelf, placed the incorrect package on the floor, or returned the incorrect package to Staff. In any case, the system will inform you that there was an Incorrect Pickup. Note: Sometimes clearing the Unassigned Delivery, clears the Incorrect Pickup.

1. At the kiosk, enter your assigned PIN or scan your Key Card.
   
2. Touch Troubleshoot from the Main Menu screen. 
   The Troubleshoot screen opens showing any Incorrect Pickup issues. Before fixing the Incorrect Pickup Issue, fix the Unassigned Delivery issue first. Sometimes fixing an Unassigned Delivery issue fixes an Incorrect Pickup. If this isn’t the case, continue with these steps.
   
3. Touch Incorrect Pickup. 
   A Confirmation Pickup message opens.
   
4. Touch Start pickup. 
   The Room Map opens displaying where the package is or where the last location of the package was. Indicated by the blue box. The audio will instruct you what to do.
   
5. If the package is not in the room, touch Confirm Pickup to remove the package from the system. 
   The system automatically goes to Package #2, if any. The audio instructs you what to do.
   
6. If you need to get more information about the package, touch Package Details. 
   A history of the package delivery displays. Also, the shelf image shows where the last location of the package was, outlined with a blue box. This will help in locating a package that was picked up incorrectly.
   You can also research where the package might be through the Portal. See the Portal User’s Guide or the Portal section of the Knowledge Base for more information.
   
7. Listen to the audio instructions and proceed. If prompted, touch Confirm Pickup.
   
8. When all issues have been resolved, audio informs you that all packages have been picked up. Close the door to end the session, touch End Pickup. 
   
9. If you need to, rescan and redeliver any packages that were incorrectly picked up.
   

For detailed instructions with images and to download SPR Guides, see the Reference Documents in the Knowledge Base.

 

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