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):
- Product availability
- Ability to touch/feel the product
- Online research availability
- Store proximity
- In-store staff support
- In-store product info
- Extra services in-store
- Easy return options
- Browsing related products
- 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.
Updated 1 day ago