Click & collect can be a practical first fulfilment option for a physical retailer. It still requires a reservation, a preparation task and a controlled handover.
Set the collection offer
Decide which branches and products are eligible, what preparation time is realistic and how opening hours are shown. Explain loading or access limitations for large products. The customer needs to know where to go and what to expect.
Confirm before sending the ready message
Find and check the goods before marking an order ready. An order confirmation tells the customer the request was received; a ready notification tells them the preparation is complete. Combining those states can create wasted customer journeys.
Create a collection location
Use a clearly identified holding area and order reference. Make it possible for another authorised staff member to find the prepared order. Keep personal information out of unnecessary public view while retaining enough detail for a safe handover.
Record the handover
Follow the merchant’s identification or authorisation policy. Record when the goods were collected and by whom where appropriate. If the order is partially collected, retain the outstanding items rather than marking everything complete.
Plan for uncollected orders
Define reminders, holding periods, cancellation decisions and stock release. Align payment adjustments with the merchant’s terms. Review how many orders remain uncollected and whether the instructions or opening hours are causing confusion.
Take this into your next review.
Choose one real product and one realistic order. Walk through the steps with the people who do the work, record the gaps and agree who will resolve them.
Explore Click & collect for retailers or discuss your store with Vehoo.