Click & Collect Order Fulfillment
Order fulfillment
Order fulfillment is the processes required to ensure that customers receive their orders in a timely manner. Processes include:
- Inventory management
- Storing products used to fulfill eCommerce orders
- Picking and packing orders
- Order collection instore by customers
Delivery order lifecycle
- The figure below shows the order lifecycle for Click & Collect orders.
- Click & Collect orders are received when a customer selects a store location for picking up their order. Order notifications are received in Brightpearl.
- Customers receive an order confirmation email when they place their order, an email to notify them when their order is ready to pick up and an email with their tax invoice.
Click & Collect fulfillment times
An important aspect of a Click & Collect offering is providing clear order fulfillment times for customers. This allows customers to plan their order pick up times and ensure we are providing a service the is convenient and reilable.
- Orders are to be fulfilled within 3 hours (or earlier) if they are placed before 2pm
- Orders are to be fulfilled by 10am the next day (or earlier) for orders placed after 2pm
This includes weekends and public holidays, where the store is open.
If there is an issue with inventory or customer information for an order that will prevent these fulfilment times the customer needs to be contacted as soon as possible.
Brightpearl
This platform connects order information from the online store on the website with inventory and sales processes in POSWorks. It is the platform used to manage Click & Collect orders. Updating the order status in BrightPearl will generate a notification for their customer to let them know their order is ready to pick up.
For Click & Collect orders, no transactions need to be made in POSWorks – payment for orders is received online and inventory is updated automatically.