There are a number of reasons why an order would need to be changed from Delivery to Pick-up. However this generally occurs at the customer's request. Generally it is because the customer needs the goods a lot sooner than expected and is unable to wait for the normal delivery time frame.


This Article with cover steps on how to change and action an Online Order from Delivery to Pickup from the same/original fulfilling Store. 


"We offer a range from same day and scheduled delivery on weekdays to standard delivery with online tracking"

For More Information on Delivery Click Here - Delivery Options & Time Frames


No matter where you live - with 180+ Harvey Norman franchised stores Australia-wide, enjoy free local store pick up on a huge range of products. For More Information on Click & Collect Click here - Click & Collect



HOW TO CHANGE AN ORDER FROM DELIVERY TO PICK-UP FOR THE SAME FULFILLING STORE


Step 1:

    Check the Order in Magento to confirm it's current status i.e Processing POS, Booked Out/Complete


    *If the Status is Booked Out/Complete advise the customer we unfortunately are unable to change this to Pick-Up


Step 2:

    Confirm the location/Store the customer would like to collect the goods from


Step 3:

    Contact the original fulfilling Store & speak with the person who deals with Online Orders


Step 4:

Confirm with the Store if the Order has been collected. 

  • If it has been collected grab the Tracking details and relay this back to the customer. 
  • If the goods are still in store advise them to cancel the delivery and the customer will be in to collect their order instead.


Step 5:

Advise the Store to amend their Invoice to remove the delivery fee & that Online will refund the delivery fee back to the customer. 


Step 6:

Advise the customer that their order is ready for collection and the delivery fee will be refunded back to them. They will receive a confirmation email of the refund once this has been processed.

Remind the Customer they will need to present the following:

  • Your photo ID
  • Your order confirmation number from Harvey Norman Online - the 10 digit number at the top of your 'Order Confirmation' email
  • The credit card used for your purchase (excludes PayPal transaction)


Step 7:

Update notes in Magento:

  • Customer requested to change from Delivery to Pickup
  • Spoke with John Smith from HN Auburn Store
  • Customer to collect goods today & Delivery refunded


Step 8:

Send an email to the store following up on your recent conversation with all the Order/Customer/Product Details

Send an email to HN Creditors/DM Creditors/ JM Creditors to advise not to pay the delivery fee on this order to the store. 


Step 9:

Process Refund. Refer to Refund Guide on How to Process