Flag restricted items as non-shippable

Sometimes guests leave stuff behind that can’t be shipped back due to shipping restrictions—think cash, alcohol, or firearms. Shipping these restricted items can lead to disappointed guests and potential liability for your hotel. In response to feedback from a major hotel chain partner, we are introducing a new feature that lets you quickly identify and flag these items as non-shippable.

Please see our Service Terms and Conditions for a complete list of items that can't be shipped.

How it works:

With this update, specific item categories are marked as non-shippable. When a lost-and-found item is assigned one of these categories, it is automatically flagged. Your guest's notification will inform them that their item has been found but cannot be shipped due to shipping policy restrictions. They will have the option to pick up the item and be asked to contact the hotel to make arrangements.

1. When adding a new lost-and-found item to the repository, you select an item category from the "Item Description" dropdown menu.
2. If the item category you select is marked as non-shippable, the item will be flagged automatically, and a pop-up message will remind you that it can't be shipped.
   
   
3. Clicking the "Email & Text" button will notify your guest that their item has been found but can't be shipped due to shipping policy restrictions. They will have the option to pick up the item and be asked to contact the hotel directly to make arrangements.
   

How this may impact your current in-stock inventory:

As part of this release, we've updated some item categories listed in the "Item Description" dropdown menu by default. We have added new categories (e.g., alcohol and vaping products) and removed others that are rarely used (e.g., CD/DVD and pen). Lost-and-found items added to your repository before the update and assigned a no longer existing category will now be categorized as "Other/Multiple Items." 

Some restricted items, such as cash and vaping products, have already been marked as non-shippable. We recommend not changing these designations.

How to customize the "Item Description" dropdown menu:

The "Custom Item Description List" categorizes the types of items guests frequently leave behind. When you add a lost-and-found item to the repository, these categories are displayed on the "Item Description" dropdown menu.

You have the option to configure the "Custom Item Description List" to create a customized "Item Description" dropdown menu based on your property's needs, including designating certain categories as non-shippable. You can also remove a category from the dropdown menu or completely delete a category from the list. (You must have administrator-level privileges to access and edit this list.)

Log in and click the My Profile tab on the black navigation bar to get started. Select the Pro tab and click the Configure Custom Item Description List link. 

Follow the instructions below to customize the list, and click Enable to activate it. Your custom list will appear on the "Item Description" dropdown menu.

1. Designate an item category as non-shippable: Check the "No Ship" column box and "Confirm." Items assigned to this category will be automatically flagged as non-shippable. Guests will be notified that their item(s) cannot be shipped and will be asked to contact the hotel directly to arrange pickup.
   
2. Delete a category: Click the red delete icon to remove a category from this list and the "Item Description" dropdown menu.
3. Disable a category: Check the "Disable" column box. Disabled item categories will remain on this list but will not appear in the "Item Description" dropdown list.
4. Add a new category: Click the green plus icon in the row above where you want the new category to appear.
5. Activate your "Custom Item Description List": Click Enable.

Once you have activated your custom list, you can update, disable, or delete it completely.

1. Save changes: Click Update.
2. Disable the custom dropdown menu and restore the default menu:  Click Disable Custom List.
3. Delete the custom dropdown menu and restore the default menu: Click Restore Default.

Need help?

If you have any questions about this update or customizing your item description dropdown menu, please don’t hesitate to contact our Support Team. We're here to help you from 9 a.m. to 5 p.m. ET, Monday through Friday.