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VTEX Pick and Pack is a solution to streamline stores’ fulfillment processes by optimizing orders’ picking and packing, and the last-mile delivery. The solution is composed of the VTEX Fulfillment and the Last Mile modules.

With Last Mile, merchants have complete visibility of shipping and order tracking. The module has the following sections:

• Shipping services
• Settings

To start using Last Mile, it is necessary to adjust the feature's Settings.

When you access in your VTEX Admin, Apps > Last Mile > Shipping services, you find a page listing the store’s shipping services, which are the services created for each delivery, as in the image below:

The following table contains a description of the columns:

Column	Description
Carrier	The carrier is the company responsible for delivering the packages to customers. The courier is the driver who makes the delivery.
Service ID	Every shipping service has its own identification code that appears in this field, alongside its creation date.
Customer	Name and address of the customer who made the purchase.
Item(s)	Total number of items that will be delivered. If two packages have three items each, in this column you will see the number six.
Deadline	Limit date for the customer to receive the order.
Status	The Shipping service statuses are: - Created: The shipping service has just been created. This is an internal status that validates the service data. - Pending: This is the service first status, of when the system sends the information to the carrier and creates the service on the carrier’s side. - Assigned: The carrier has assigned a courier for the task and the courier has accepted the shipping service. - Canceled: The shipping service was canceled. - Delivered: The order was delivered to the customer, whether it’s their address or a pickup point. - Incident: The carrier or courier reported an incident, a problem with the road, for example. The courier can add a note giving more details. - On hold: The courier puts the shipping service on hold. That can happen for many reasons, a broken vehicle, for example. When it happens, the courier can give an explanation note. - On route: The courier has collected the package in the physical store or warehouse, for example. - Picked: The courier has collected the package. - Returned: The customer couldn’t be reached or refused to receive the package, so the order was returned.

You can perform the following actions in the Shipping services:

• Search
• Filter
• Create shipping service
• View shipping service details

On the top of the page, there is a search box with the magnifier icon in which you can search for shipping services using the following criteria:

• Service ID
• Order ID
• Customer name
• Customer email
• Carrier ID
• Carrier name
• Courier ID
• Courier name

You can filter shipping services using different criteria, by clicking Filters and then clicking + Add Filter. You will see the filter options below:

• Status: Shipping services statuses.
• Carrier: Company responsible for delivering the package to the customer.
• Payment: Payment method used by the customer, like a credit or a debit card.
• Store: Which store is related to the shipping service.

You can combine as many filters as you want. To do so, click Filters > + Add Filter, and then on the menu click Duplicate. If you wish to delete a filter, in the menu click Delete.

To remove all selected filters, click Filters, and then click Clear filters.

Shipping services can be created automatically or manually by an admin user. The main difference is that when you import an order, most of the information in the New Shipping Service page is automatically filled.

To manually create a shipping service from an order, follow the steps below:

1. In your VTEX Admin, go to Apps > Last Mile > Shipping services.
2. Click Create Service.
3. Search the order by entering the order ID in the search box or filter orders by creation date, using the Filter button.

Only orders in the invoiced status will appear in the list and search results.

4. Click the order.
5. Click Create From Order {order ID} and you will be redirected to the New Shipping Service page.
6. Most of the data will have been imported from the order, but you can still change it, if needed. Check the information and make the necessary changes in the tabs:
   • Pickup: Fill in with the address information of where the courier will collect the packages. Be aware that this field has no relation with the usual concept of pickup point in VTEX.
   • Delivery: Fill in with the address information of where the courier will deliver the packages, whether the customer’s address or a pickup point.
   • Content: Select the content of the delivery, it can be Order items, Order invoices or Other.
   • Carrier: Select the expected date for the courier to collect the packages, and the expected date for the package to get to its destination. After that, click the carrier to select it for the shipping service.
7. When everything is ready, the Create Service button will appear and you must click it.

You can also manually create a shipping service without importing the order’s information. To do so, in step 2 click Create Manually and go on from step 7 to the end.

In the Shipping services page, you can see more information about each shipping service created by clicking it. This will open a modal that looks like the following image:

In the modal, there are four tabs:

Tab	Description
Details	Displays detailed information related to the shipping service, for example: - Service type - Estimated delivery date - Address to collect packages - Shipping information - Order’s items details - It also displays a Timeline with the history of the shipping service, from its creation to carrier’s status updates. The addition of a new note or evidence also appears in the Timeline, among others.
Tracking	The tracking is only available if the courier is Last Mile. It presents information and metrics about the courier: - Current delivery capacity - License number - Type of vehicle - Courier’s mobile device battery - Ccourier’s evaluation according to customers (from 0-5) You can send a message to the courier with the Send Message button.
Attachments	Shows the content attached to the shipping service, if there is any. For example, a digital signature from the customer as proof of delivery.
Notes	When the courier sends notes and text messages, their history is saved here.

On the top of the modal, sometimes appears a menu , depending on the shipping service’s status. When you click it, different options appear for each status. For example:

• Pending status: Assign Courier
• On route: none
• Delivered: Tracking URL
• Canceled: Tracking URL

When you access in your VTEX Admin, Apps > Last Mile > Settings, you find Couriers, where you configure couriers and users. You must be an admin user to be able to make editions.

In the Couriers page, there are the following tabs:

• General
• Last Mile
• External Carriers
• Users

In this tab, you can configure the address where carriers will collect the packages for delivery, by following the steps below:

1. In Pickup address, fill in manually the address where courier will pick packages for delivery or use the search box with the magnifier icon to find the address, what will automatically fill in the address information.
2. In Contact information, fill in with the name, phone and _email _of the courier’s contact.
3. Click Save.

In Settings > Last Mile, you will find the following sections:

• General section
• Last Mile section
• Field templates section

General section

You can configure the Last Mile activation by clicking on the switch at the top of the page Activate or Deactivate.

There are three main parts in this section:

• Courier assignment
• Capacity management
• Automatic creation

The following image is an example of the Courier assignment section:

• Location accuracy in courier app: determine the precision of the courier’s app identifying and transmitting the courier’s location. This configuration interferes with the battery duration of the mobile device, depending how often the location is updated. The options are described in the table below:

Option	Description
High	The app refreshes the courier’s location every 3 seconds. This is the most precise option, but it consumes a lot of the courier’s mobile device battery.
Medium	The app refreshes the courier’s location every 30 seconds. This is an option with intermediary precision, and it consumes a moderate amount of the courier’s mobile device battery.
Low	The app refreshes the courier’s location every 60 seconds. This is the least precise option, but it consumes the minimum amount of the courier’s mobile device battery.
Disabled	The app will refresh the courier’s location only when he updates his service status or when he opens the app.

• Automatic courier assignment: If the switch is enabled , the system will try to automatically assign a courier to every service created for Last Mile.
  • Assignment strategy: The automatic courier selection algorithm when a service is created can be based on one of the following rules:
    • One at a time: The task request notification is sent to the courier who is closest to where the package must be collected. If the first courier does not accept the task within the requested expiration time, the request is sent to the second closest courier, and so on. While no one accepts the task, it remains unassigned.
    • Send to All: The task request notification is sent to all couriers available in the service time zone, up to the maximum limit of 500 couriers. The service is assigned to the courier that accepts it first, and the service remains unassigned until someone accepts it.
    • Round Robin: Round Robin is an allocation algorithm based on parameters that can be configured. The task is assigned to the courier who is closest and considers how many active services he already has. You can customize the algorithm for assigning the task to couriers who are not connected, for example.
    • Nearest Available: The task is automatically assigned to the courier based on their availability and distance. However, the courier still needs to accept the task.
  • Request expiration (in seconds): Enter the desired number or click the buttons and & to determine:
    • Request expiration (in seconds)
    • Number of retries
  • The switches below appear only when the Round Robin Assignment strategy was chosen. They can be activated or deactivated independently of one another:
    • Consider courier rating (higher rating will be prioritized)
    • Assign task to offline couriers
    • Restart assignment if the service is declined
    • Prioritize idle couriers (couriers without tasks will be prioritized)
    • Calculate courier ETA from current location to next pickup

The image below represents the Capacity management section:

• Capacity calculation: the courier’s shipping capacity will be calculated based on one of the following values:
  • Item(s): The courier’s capacity will vary according to the number of items inside packages.
  • Package(s): The courier’s capacity will vary according to the number of packages.
  • Service(s): The courier’s capacity will vary according to the number of shipping services assigned to the courier.
• Max. capacity: Enter the desired value or click on the buttons and to determine which number will apply to the previously configured rule.

Couriers section

In this section, you can add a new courier, edit an existing one or send a message to the courier.

To add a courier, follow the steps below:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Last Mile > Couriers.
2. Click Add.
3. Fill in with the courier’s information:
   • Username
   • First name
   • Last name
   • Email
   • Phone
4. Enter a password for the courier to access the app. It must contain at least one uppercase letter, one lowercase letter, one number and one special character. Select the stores that will be associated with the carrier.
5. Click the type of vehicle, it can be one of the following:
   • Walk
   • Bike
   • Scooter
   • Car
   • Van
   • Truck
6. Enter the courier’s License.
7. If desired, add other information.
8. Slide the slider to determine the number of the courier’s delivery capacity; the range is the limit set on the General section.

   Whether the number in the slider represents items, packages or shipping services was set in the General section.

9. If you wish to associate the courier with a color, the vehicle color, for example, click on the color code and select the desired one.
10. Click Create.

To edit a courier, follow these steps:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Last Mile > Couriers.
2. Locate the courier by scrolling the list or using the search bar. You can search by entering the courier's name or phone.

   When you search a courier using the search bar, you must enter a few characters of the name or phone, because the search does not return results for a single letter or number.

3. Once you locate the courier, click on it.
4. Make the desired changes.
5. Click Save.

To send a message to the courier, follow the steps below:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Last Mile > Couriers.
2. Locate the courier and click on it.
3. In the top right corner of the edition window, click the envelope icon .
4. Enter your message.
5. Click Send.

Field templates section

Create the fields for the task that will be sent to couriers. You can configure multiple fields for different actions. For example, a mandatory field for the courier to confirm the acceptance of the task, or a barcode field for scanning products.

To create a new field template, follow the steps below:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Last Mile > Field templates.
2. Click Add Field Template.
3. Fill in the fields and select the desired options — each field is described in the table below.
4. Click Add.
5. Click Save.

Column	Description	Mandatory or Optional
Field Name	Name that appears in the courier’s mobile device and identifies the field.	Mandatory
Permissions	Type of permission given to the courier, it can be: Read Only: View the information in the field. Read & Write: Add new fields or modify the existing ones.	Mandatory
Field Type	Field's data type. For Read & Write permission, it can be: Number Text Image Date Barcode Check Email For Read Only permission, it can be Number, Text and Email.	Mandatory
Value	Field for when there is a default value or a value for read-only fields.	Optional
Mandatory	Click the checkbox to determine whether or not the field will be mandatory for the courier to start/complete the task. Couriers can only start or finish the task if mandatory fields’ requirements are met.	Optional
Edit Before Start	Click the checkbox to determine whether or not the field must be edited before starting the task. Couriers can only start or finish the task if mandatory fields’ requirements are met.	Optional
Actions	When you click on the , you delete the field. This action is permanent.	Optional

In this tab, you see the available external carriers for your shipping services. They will only be valid once they are activated .

To activate an external carrier, follow these steps:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > External Carriers.

2. Click on the desired carrier.

3. Fill in the fields.

   Each external carrier has their own configuration fields, some of which you will need to get in touch with the carrier to get the information. If necessary, get in touch with your carrier’s support.

4. Click the switch Active on the top of the window.

5. Click Confirm.

6. Click Save.

The VTEX Pick and Pack concept of user is different from the common meaning of the term in VTEX. In Last Mile, there is the admin user, but it does not mean the Sponsor user - also referred as Admin Super and Owner.

For more information, see the articles Roles and License Manager resources.

To become an admin user in the Last Mile module, you must have certain License Manager permissions. We recommend creating a role identified as “Fulfillment admin”, which must have at least the following products and resources associated with it:

Product	Associated Resources
Insights	Insights metrics
License Manager	Get account by identifier Get applications Find user by email View users with account access View all admin users Get resource by key Get role Get paged roles Get paged users Get admin status Get accounts Get accounts by host
Field Type	Field's data type. For Read & Write permission, it can be: Number Text Image Date Barcode Check Email For Read Only permission, it can be Number, Text and Email.

If you are an admin user in VTEX Fulfillment, you will automatically be an admin user in Last Mile.

In Users, you can perform the following actions:

• Search user
• Filter user
• Create admin user
• Edit user
• Generate Api-Key
• Delete user

Search user

On the top of the page, there is a search box with the magnifier icon in which you can search for users using the following criteria:

• Username
• Name
• Email

Filter list

You can filter the list to display admin users only or all of the VTEX Pick and Pack users, which includes pickers and customer service created in VTEX Fulfillment.

To filter the list, click the icon with bars and choose between All and Admin.

Create admin user

The only user profile that can configure Last Mile is the admin user. To create a new admin user, follow the steps below:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Users.
2. Click Create.
3. Click Admin.
4. In the box, search by typing the user’s name, email or ID.
5. Click Create.

Edit user

Although it is only possible to create admin users in Last Mile, an admin user can edit all of the users listed in the page, whether they are admins, pickers or customer services. To know more about these other users, see VTEX Fulfillment.

You can edit the information listed below.

• Name
• Password for the mobile application
• Categories
• Store

To edit a user, follow these steps:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Users.
2. Click the row that corresponds to the user you want to edit.
3. Make the desired changes.
4. Enter the password meant for who is using the mobile application.
5. Click Save.

Generate Api-Key

Admin users can generate Api-Keys to use VTEX Pick and Pack APIs, and each user can have only one Api-Key. For more information, see our documentation for developers.

To generate an Api-Key, follow the steps below:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Users.
2. Click the row that corresponds to the admin user you want to associate with the Api-Key.
3. Click Generate.
4. Save the Api-Key in a safe place.

You only see the Api-Key once, you will not be able to access this information again, so make sure it is in a safe place.

5. Enter the password meant for who is using the mobile application.
6. Click Save.

Delete user

Only admin users can delete other users, by following the steps below:

1. In your VTEX Admin, go to Apps > Last Mile > Settings > Users.
2. Click the row that corresponds to the user you want to delete.
3. Click Delete User.
4. Click Yes.