Packing Instructions

Configure packing instructions for customers, groups, and products.

Packing Instructions let you define special handling and packaging requirements that are displayed to staff at the Pack Station during packing.

Overview

Instructions can be set at three levels, and all applicable instructions are shown together at the Pack Station:

  1. Customer-level — Requirements specific to one customer
  2. Customer group-level — Requirements for all customers in a group
  3. SKU-level — Product-specific handling notes

Types of instructions

Common packing instruction examples:

  • Handling requirements — "Fragile — use bubble wrap for all items"
  • Branding — "Include branded tissue paper and thank-you card"
  • Regulatory — "Include safety data sheet with this product"
  • Customer preferences — "No promotional inserts for this customer"
  • Quality checks — "Verify serial number matches order before packing"

How instructions appear

At the Pack Station, all applicable instructions are displayed in a dedicated panel. The packing team sees:

  • Customer-specific instructions for the order's customer
  • Group instructions if the customer belongs to a group with packing requirements
  • Product-specific instructions for each SKU being packed

Special handling alerts (fragile, hazardous, etc.) appear prominently at the top of the Pack Station interface.

Layered instructions

Instructions stack — if a customer has their own instructions AND belongs to a group with instructions, both sets are shown. This lets you set general rules at the group level and customer-specific overrides.