Click & Collect for Stores: A Step-by-Step Guide

In the purchasing process, it is crucial that the delivery is impeccable. Consumers demand fast and secure receipt of their package. Delivery is one of the triggers for a consumer’s act of purchasing.

Click & Collect responds to changing consumer behaviors who seek to merge the digital experience with physical commerce. It offers an alternative to home delivery delays, while allowing customers to benefit from a flexible and autonomous shopping experience. It also gives businesses the opportunity to generate additional sales when customers come to collect their items in store. Ordering online and picking up your order in store can be advantageous for both the merchant and the consumer. Click & Collect responds to the environmental concerns of online buyers, allowing companies to reduce greenhouse gas emissions in France.

According to the Packlink study, 63% of consumers buy both online and in store.

How does Click & Collect work?

Click & Collect is a simple omnichannel e-reservation system for the consumer as well as the merchant. How does Click & Collect work for the user? Here are the steps:

Online order :

The consumer goes to the store's website and adds different items to their basket.

Choice of Click & Collect:

When the customer completes their purchases, they can set their withdrawal preference at the end of their journey. When Click & Collect is correctly integrated into the store, all they need to do is select the store where they want to collect their items (when there are several points of sale).

Online payment :

As with a traditional purchase, the consumer makes payment on the platform. The items are already paid for online with the payment method of your choice.

In-store pickup:

When the order is available, the customer receives a notification indicating that their items are available. He can therefore immediately go to the store to discover his purchases. Thanks to Click & Collect, the customer can try on their items and can return them if they do not suit them.

How to set up a Click & Collect system?

Click & Collect is not simply a withdrawal method to add to your website. Several factors must be taken into account in order to offer an optimized experience to its users:

Choose an online platform:

If this is not already the case, choose your e-commerce platform to manage your store. Make sure you choose a platform that is compatible with Click & Collect.

Your inventory must be regularly updated:

It is essential that your inventory is constantly up to date with your products for sale in your store. There are different software to integrate in order to keep this information up to date.

A withdrawal option on your site:

The Click & Collect option must be configured so that your customers can choose this alternative at the end of their purchasing journey.

Define an in-store collection management process:

When setting up Click & Collect, it is necessary to define a person in charge of processing orders as well as the person in charge of welcoming buyers who have chosen this collection method. Should we offer a drop-off parking area dedicated to this collection? All these questions should be asked during this implementation.

Notifications for your customers:

Inform your customers when their order is ready to be collected!

Staff training :

In order to provide optimized customer service that meets consumer expectations, your staff must be trained to manage the various Click & Collect orders (preparation of orders in advance, reception of buyers in store, hand delivery …).

Promoting Click & Collect:

Promote your Click & Collect service in store (using directions), on social networks, your website (…) in order to attract more customers and gain visibility.

Optimize returns:

When it comes to a purchase, it is natural that the customer has the option of returning their order if they are not satisfied. It is essential to have a transparent and effective returns policy in order to optimize the customer purchasing experience and their satisfaction.

Click & Collect offers the advantage to the consumer of being able to immediately see and try their product. If the product does not meet his expectations, he can easily return them.

What are the advantages of Click & Collect?

Integrating Click & Collect into your strategy has many advantages:

• Speed: Click & Collect combines the convenience of online shopping with the immediate satisfaction of in-store collection, thereby speeding up delivery processes.
• Flexibility: it is perfect for those who cannot be at home to receive their purchases. Click & Collect allows customers to collect their items at their convenience.
• Economy: by simplifying delivery logistics, Click & Collect can help reduce or even eliminate shipping costs.
• Eco-friendly: It promotes a more environmentally friendly delivery approach by reducing carbon emissions and wasted resources.
• Loyalty: It provides additional flexibility to users. Offering a variety of delivery methods allows the consumer to have choice and adjust their delivery according to their needs.
• Click & Collect meets the expectations of customers who seek convenience and speed, while contributing to more sustainable consumption and building customer loyalty.

Click & Collect integrated into the Obvy solution

Obvy API concentrates all services to manage all types of transactions end-to-end and effortlessly.

With Obvy, you benefit from an all-in-one solution including dozens of services like payment, delivery, dispute management and security, as well as all the administration services necessary for your growth.

This way, you can relieve yourself of all the complexities related to managing your transactions and can focus on improving and optimizing your platform in order to attract new customers.