Click and Collect

Enable customers to shop online and conveniently pick up in-store or at a collection point.

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.