clickencollect

Click and collect, also known as click-to-collect or buy online, pickup in store (BOPIS), is a retail service that allows customers to purchase goods online and pick them up at a physical location. The service typically involves selecting a pickup point, paying online, and collecting the order at a designated time. Some systems also offer curbside pickup or automated lockers.

Process: customers browse and add items online, choose a pickup location and time window, and complete payment. The retailer reserves the items and prepares them for pickup. On arrival, the customer presents confirmation and identification and retrieves the order. Returns may be handled in-store.

Benefits: for customers, convenience and the avoidance of delivery fees or waiting times; for retailers, opportunities to drive foot traffic, improve inventory visibility, and reduce last-mile costs. It can also support cross-selling and upselling in-store.

Challenges: maintaining accurate online stock and in-store inventory, staffing and efficiency at peak pickup times, security against theft or mis-picks, and clear pickup instructions and communications. Limitations can exist in rural areas or for bulky items.

Variants and terminology: BOPIS (Buy Online, Pick Up In Store); click and collect; curbside pickup; locker-based pickup.

Implementation considerations: integrate e-commerce, inventory, and store POS systems; provide real-time stock data; design dedicated pickup areas; implement secure verification and ID checks; offer flexible pickup windows and straightforward returns.

See also: omnichannel retail, BOPIS, curbside pickup, locker pickup.