How do I set up click and collect for my store?

Start with inventory visibility: your online store needs real-time stock data by location. Integrate your e-commerce platform with in-store systems. Set up automated email/SMS notifications for order stages. Designate a pickup area in-store. Train staff on the pickup process. Most modern POS and e-commerce platforms support click and collect.

What percentage of online orders use click and collect?

In Australia, click and collect adoption varies by retailer but typically represents 15-30% of online orders for retailers that offer it. The rate is higher for retailers with many store locations and for product categories where customers want to verify items before taking them home (e.g., furniture, electronics).

How can I reduce click and collect wait times?

Set realistic ready times and over-deliver. Implement order batching for efficiency. Use dedicated staff or shifts for click and collect preparation. Create a designated staging area. Send the ready notification only when the order is truly ready. Consider curbside pickup to reduce in-store queuing.

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Click and Collect

Also known as:BOPISbuy online pick up in-storein-store collectioncurbside pickup

An omnichannel retail service where customers purchase products online and pick them up at a physical store location, combining the convenience of online shopping with immediate availability.

In-Depth Explanation

Click and collect (also called buy online, pick up in-store or BOPIS) allows customers to shop online and collect their purchase from a physical location. It bridges online and offline retail, offering convenience while reducing shipping costs and delivery wait times.

How click and collect works:

Customer browses and purchases online
Selects a pickup location and preferred time
Store staff pick and pack the order
Customer receives notification when order is ready
Customer collects from store or designated pickup point

Click and collect benefits:

For customers: No shipping fees, no waiting for delivery, ability to verify products, flexible pickup timing
For retailers: Reduced shipping costs, increased foot traffic (additional in-store purchases), lower returns, faster fulfilment
Operational: Better inventory utilisation, reduced last-mile delivery costs

Implementation requirements:

Inventory visibility: Real-time stock levels by location
Order management: System connecting online orders to store fulfilment
Communication: Automated notifications (order confirmed, ready for pickup)
Store process: Staff training, designated pickup areas, order staging
Technology: POS integration, barcode/QR code for pickup verification

Click and collect models:

In-store pickup: Customer enters store to collect
Curbside pickup: Staff delivers to customer's car
Pickup lockers: Automated collection points
Drive-through: Designated pickup lanes
Partner locations: Collection from third-party points (e.g., newsagents, post offices)

Key metrics:

Click and collect adoption rate
Order ready time (how fast orders are prepared)
Pickup time (how long customers wait at collection)
Additional in-store purchase rate (upsell opportunity)
Customer satisfaction for click and collect orders

Business Context

Click and collect customers spend 10-40% more in-store when collecting orders, and offering the option increases overall conversion rates by providing a free shipping alternative.

How Clever Ops Uses This

Clever Ops implements click and collect solutions for Australian retailers by integrating online stores with in-store inventory and POS systems. We build automated notification workflows, inventory synchronisation, and reporting dashboards that track click and collect performance and identify optimisation opportunities.

Example Use Case

"An Australian homewares retailer launches click and collect across 15 stores, discovering that 30% of pickup customers make additional in-store purchases averaging $45, effectively creating a new upsell channel."