Click and Collect

Overview

Click and Collect is a hybrid service that allows customers to purchase items online and collect them from a physical store, pickup point, locker, or curbside location. This model eliminates shipping delays and reduces delivery costs—making it a flexible and convenient option for both merchants and shoppers.

Benefits

• Higher Customer Satisfaction
  Faster and often cheaper than home delivery. Customers avoid queues with dedicated pickup counters.
• Faster Fulfilment
  Same-day or next-day collection is easier to guarantee than courier delivery.
• Increased Basket Size
  With no shipping fees, customers are more likely to spend more per transaction.
• Lower Logistics Costs
  Merchants reduce courier reliance, leveraging stores as fulfilment hubs.
• Omnichannel Advantage
  Gives customers flexible delivery options and promotes in-store engagement.
• Partner Fulfilment
  Even merchants without a physical store can offer Click & Collect by partnering with third-party stores.
• Reduced Delivery Risk
  No missed deliveries—customers collect when convenient.
• Customer Flexibility
  Choose when and where to collect orders, browse other locations for availability.
• Additional On-Site Services
  Try-on, test, or interact with products at pickup.
• Secure Payment Options
  Payment on collection (e.g. cash or card) offers reassurance to online-cautious buyers.
• Operational Efficiency
  Repurpose retail staff without needing extra drivers or logistics teams.

How It Works

There are several ways merchants can offer Click & Collect:

• In-store Pickup
  Customer collects from the merchant’s own location. Inventory is fulfilled from nearest store or warehouse.
• Collection Point Pickup
  Merchant partners with third-party stores or couriers to act as pickup hubs.
• Locker Pickup
  Merchant places orders in secure lockers; customer receives a code to unlock.
• Curbside/Parking Lot Pickup
  Store staff deliver the item to the customer’s car at an agreed time.

What Matters Most to Shoppers?

Key customer priorities (ranked):

1. Product availability
2. Ability to touch/feel the product
3. Online research availability
4. Store proximity
5. In-store staff support
6. In-store product info
7. Extra services in-store
8. Easy return options
9. Browsing related products
10. Promotional offers

Bonus Insights

📦 Customers frequently make additional in-store purchases when collecting items—either to complete the order or by impulse.

🛍️ Many customers use the collection experience as part of a broader research-and-buy journey, increasing product engagement.

💡 This behaviour drives incremental sales, proving the value of click-and-collect beyond logistics.

Want to Offer Click and Collect?

Reach out to the onboarding team for more info or to enable this feature for your portal.