To choose what your staff and drivers do when an order changes hands, open ⚙️ Settings › Business Units › your unit › **Handover** tab. Each way of handing over (home pickup, store pickup, home delivery and on-site service) has its own list of steps, such as a photo or the customer's signature. Click **Edit steps**, add the steps and click **Save**. With no steps, the handover is one tap. ## Before you start The Handover tab sets what happens at each handover. Which handovers a business unit offers is set on its **Pipeline** tab, so switch those on first: - Home pickup: the **Home pickup** switch on the Online orders card. See [Quoting and Collecting Orders Before Work Starts](/docs/setting-up-pre-production). - Store pickup, home delivery and on-site service: the **Completion & Handover** methods. See [Getting Finished Orders Back to Customers](/docs/setting-up-completion-and-handover). Your drivers need EasyBiz Workflow, the staff app, on their phones. See [Install and Sign In to EasyBiz Workflow](/docs/getting-the-easybiz-app-for-your-team). You need the Production settings admin access to change this tab. --- ## What handover steps are A handover is the moment an order changes hands: your driver collects it from the customer, the customer collects it at your shop, your driver delivers it, or your staff finish the job at the customer's place. Handover steps are the short screens staff fill in at that moment, one at a time. They help you: - Keep proof that the order was handed over, such as a photo at the door or the customer's signature. - Record why a pickup or delivery failed, so the office knows what to do next. - Show the customer the finished work, with photos taken after a cleaning or repair visit. **Can I skip this?** Yes. With no steps, the handover is one tap: staff or the driver mark it done and the order moves on. --- ## The 4 sections of the Handover tab Each section has one or two lists of steps. **Home pickup** For orders that start with a home pickup. - **Steps at pickup:** what the driver completes in EasyBiz Workflow when collecting the order, such as photos of the bags. - **Steps when pickup fails:** what the driver records when the order can't be collected. **Store pickup** - **Steps at collection:** what staff complete on the Delivery screen in Console or in EasyBiz Workflow when the customer collects the order, such as a signature. **Home delivery** - **Steps at delivery:** what the driver completes in EasyBiz Workflow, or staff on the Delivery screen, when handing the order over at the customer's address, such as photos or a signature. - **Steps when delivery fails:** what the driver records when the order can't be delivered. **On-Site Service** - **Steps at completion:** what staff complete on the Delivery screen in Console or in EasyBiz Workflow when the job at the customer's place is done, such as after photos or a signature. When a pickup or delivery fails, the driver is always asked for the reason, even with no steps. If your failed list has an **Enter Note** step, that step asks for it instead. --- ## Set up handover steps 1. Go to ⚙️ Settings > Business Units. 2. Click the business unit. 3. Click the Handover tab. 4. Under the handover you want, click Edit steps below the list. A full page opens, such as **Home delivery steps**. 5. Click Add Step and pick a step. You can search, for example "photos". 6. Click the step to set it up: - **Step Name:** the title staff see. Leave it empty to use the standard name. - **Process Method:** **Required** (staff must complete it), **Optional** (staff can skip it) or **On Demand** (staff open it only when needed). 7. Add more steps the same way. Drag them to change their order. 8. Click Save at the top. You see "Steps saved". Click the back arrow to return to the Handover tab, where the list now shows your steps. **Steps you can add** | Step | What staff do | | --- | --- | | Take Photos | Take or upload photos, such as the bags at the door | | Take After Photos | Take photos of the finished work, such as a cleaned room | | Capture Signature | The customer signs on the screen. You can add **Acknowledgement text** and turn on **Require acknowledgement**, so the customer ticks a box, such as "I received all my items in good condition", before signing | | Enter Note | Type a short note, such as why a delivery failed | | Confirm Packages | The driver ticks the packages handed over at this stop | | Your custom fields | Questions you created yourself, such as "Who received the order?". See [Configure Data Fields](/docs/configure-data-fields) | --- ## The receipt printed at handover If your account has a handover receipt template, you choose it on the unit's **Documents** tab, under **Terminal receipts** › **Handover receipt**. See [Choosing Your Receipts, Invoices and Labels](/docs/setting-up-business-unit-documents). --- ## Example: CleanFast Laundry's deliveries CleanFast Laundry delivers laundry to homes. Customers sometimes say a bag never arrived, so the owner wants proof of every delivery. The owner sets up the Laundry unit's **Home delivery** section like this: - **Steps at delivery:** Take Photos, Required, named "Photo of bags at the door". Capture Signature, Optional, for customers who are home. - **Steps when delivery fails:** Enter Note, Required, named "Why couldn't you deliver?". Here's what the driver sees in EasyBiz Workflow: 1. At the door, the driver opens the delivery and taps to complete it. 2. The app asks for the photo of the bags at the door. The driver can't go on without it. 3. The app offers the signature. The driver hands the phone to the customer, or skips it if nobody is home. 4. The delivery is done, and the order moves to Order Completed on its own. If nobody answers and the bags can't be left, the driver marks the delivery as failed and types the reason, which is saved on the delivery job. Sparkle Home Cleaning sets **Steps at completion** under **On-Site Service** to Take After Photos, Required. Every cleaner photographs the finished rooms before leaving. --- ## FAQs **Where are the order's handover steps, like Ready for Collection and Pending Delivery?** > Those are order steps, set on the **Pipeline** tab. The Handover tab sets what staff and drivers do at the handover itself. See [Getting Finished Orders Back to Customers](/docs/setting-up-completion-and-handover). **I don't see a Handover tab. Why?** > The tab needs the Production settings admin access. Ask your account owner to give it to you. See [Inviting Your Team and Managing Access](/docs/inviting-your-team-and-managing-access). **Can different business units ask for different things at delivery?** > Yes. Each business unit has its own handover steps. A bag repair unit can ask for a signature while a laundry unit asks only for a photo. **Do these steps show in Settings › Flows?** > No. They belong to the business unit, so you change them only on its Handover tab. **Will my changes affect handovers already done?** > No. Handovers already done keep what was recorded. The new steps apply the next time staff or a driver complete a handover. --- ## What's Next Choose the receipts, PDF invoices and labels this business unit prints and sends in [Choosing Your Receipts, Invoices and Labels](/docs/setting-up-business-unit-documents).