Stale Order Management

Configuring and Utilizing Stale Package Reports

Topic

How to configure the number of days after which a package is considered "stale," and the reports property staff receive for these packages.

Introduction

The Stale Order feature is an essential tool for maintaining the efficiency of the property’s Luxer One system. By setting a specific timeframe, we can automatically flag packages that have been in the system for too long. This guide will explain how to configure this timeframe and the reports that are generated, which allows property staff to proactively follow up with residents and ensure the systems are cleared promptly.

Systems and Permissions Needed

Admin

Flow Chart

Stale Orders Amount (in days)

Step-By-Step

1. In Admin, locate the property and click "Edit."

2. Set the "Stale Orders Amount" field to your desired number of days.

3. Click "Save."

Template/Snippet Name

Video

Stale Orders Amount (in days)

Additional Education for Property Teams

Example Calls/Tickets

Escalation Path

Best Practices

Choose a Reasonable Timeframe: Set the Stale Orders Amount to between 3 and 7 days. This provides a good balance, giving residents enough time to retrieve their packages while also keeping lockers available for new deliveries.

• Setting the time too short (e.g., 1-2 days) can create unnecessary work for property staff as they'll get reports for packages that are still within a normal pickup window.

• Setting the time too long (e.g., 14+ days) defeats the purpose. The system will become congested.

Proactively Use the Report: The stale order report is a tool for proactive management. Encourage property staff to use the report to follow up with residents directly. A simple email or text can often solve the problem and prevent a package from going stale.

Align with RTS: If the property has Return to Sender (RTS) enabled, the stale order timeframe should align with it. It's a best practice to set the stale order timeframe to be a few days before the RTS clock begins. For example, if the RTS hold is 7 days, set the stale order timeframe to 4 or 5 days. This gives staff a chance to address the issue with the resident before the package is returned.

If no number of days is set for the stale orders amount, no report will be generated or sent to the property.

Conclusion