Click & Collect - Order Collection
When a customer comes to collect their order we need to be sure of their identity, so that products and the personal information available in the invoice provided with the order are develiered to the right person and kept safe. We must protect customer information as a first priority and, where necessary, explain our order pick up processes.
Step
Actions
1
When a customer comes into store to pick up their order, request to see a copy of their order confirmation email, this might be printed out or on their mobile device.
2
If the customer is able to provide a copy of their order confirmation email and the order numbers match parcels available for collection, hand the order to the customer.
This transaction is now completed and there is nothing further that needs to be actioned.
3
If the customer is not able to provide their order confirmation email, request that they provide their Drivers Licence or another form of formal identification for you to check their full name, and possibly their address, against the information they provided for their online order as documented on their invoice.
If the customer can provide proof of identity, deliver the order to them.
4
If the customer is not able to provide proof of identity explain that you are unable to hand the order to them without seeing their order notification email or a proof of identity.
5
If an under age person comes to pick up an order, explain that you are unable to provide the order to them. Call the customer to explain that they will need to visit the store when it is convenient for them to collect their order
6
Request the customer acknowledges that their order has been correctly fulfilled and collected using the Click & Collect Sign Off Sheet. This sheet can be printed from a file saved in Engage.
7
Once an order has been collected the order status in Brightpearl should be marked as Collected to keep track of order collection.
Unable to meet fulfilment time
If there is an issue with stock and a customer’s order cannot be fulfilled within the required timeframes, contact the customer via the phone or mobile number listed on their order as soon as possible to let them know.
Apologise for the inconvenience and confirm when their order will be available for pick up.
If this is not suitable for the customer, offer to refund their order.
Customer contact details can be found in Brightpearl:
Step
Actions
1
Select the order to fulfill by clicking on the BrightPearl order number in blue text
2
Click the Addresses tab to see customer contact details
Orders not collected by the customer
If an order has not been collected by a customer within 2 days, contact them via the mobile or phone number listed with their order to check they have received their order confirmation email and let them know their order is ready for them to pick up at their convenience.
If the customer confirms that the items are no longer wanted, complete the following steps:
- Raise a Service Desk ticket requesting to refund the order, be sure to include the order number and customer name in this ticket
- Update POS Stock on Hand for the items the customer has ordered (manual adjustment) and return products to the shelf
There is nothing you need to update in Brightpearl.