In-Store Order Pickup

Receiving In-store Pickup orders from Other Fulfilling Locations

Team members are required to immediately identify and sort out customer in-store pickup packages from other packages that arrive for store inventory. All packages received are to be sorted within 24 hours.

Identify customer in-store pickup packages by:

1. Mark multiple packages received for a single customer: 1 of X, 2 of X, etc.
2. Move customer packages to the in-store order pick up area first, then use the eFollett Ready for Pickup Tool for routed orders.
   Note: As soon as you scan in the package, the customer receives an email alerting them their order is ready for pick up.
   Important! If your pickup area is in a different location from where you are scanning in orders received from other stores, make sure to move the orders to the pick up area as soon as possible. This will avoid confusion fora team member looking for a package confirmed with a status of "ready for pickup" - yet the order can't be found in the Customer Pickup area.
   
   

If the customer is going to pick up the order ...

1. Ensure all eFollett.com orders are in sealed bags or boxes.
2. Securely attach the POS receipt or packing slip for the order to the outside of the package.
3. Label the bag or box with the last two or three digits of the customer web order number and last name.
4. Use the eFollett Ready for Pickup Tool for routed orders.
   For non-ePay orders: Retrieve the POS receipt and attach to the customer package.
5. Place orders in the designated in-store order Customer Pickup area:
   Use the SODA Order Disposition report to consolidate customer orders with multiple sequence numbers, by web order number.
   Organize orders by placing them sequentially on shelves or in bins using the last two or three digits of the customer web order number.

Managing Customer Pickups

Customers may not always know their order number but this should not delay the process.

Below are three suggested methods for managing customer pickups. The differences between the methods are based on how the store team member retrieves the order number. In every case, start by asking for an ID and end by having the customer sign a signature spreadsheet.

Note: Don't forget to use the eFollett Ready for Pickup Tool for customer pickups that were fulfilled by another location. Because, as soon as you scan in the package, the customer receives an email alerting them their order is ready for pick up.

Customer Signature Sheet

Below is a simple blank spreadsheet with five column headers that include: Name, web order number, date, number of items, and signature. The store team member fills out the first four lines and has the customer sign the last column. This record must be

retained and can assist with following up on abandoned orders by providing a list of orders that have already been picked up.

Customer In-store Order Pickup Process

Distribute in-store pick-ups correctly to ensure the customer is receiving the accurate order:

1. Ask for a picture ID to confirm their identity.
2. Ask for the web order number.
   If the customer does not have it, then look up the web order number by using the customer's last name.
   See: OMS Store Order Lookup Tool for instructions.
3. Retrieve the bags and/or boxes, checking for multiple packages for that order number.
4. Review the items and confirm the order with the customer.
5. Have the customer sign the signature sheet acknowledging they have received their merchandise.
6. Reseal any opened packages and bags and give the customer their merchandise.
   Important: Practice good customer service by consolidating or repacking multiple packages to make carrying the merchandise easier for the customer.
7. Thank the customer for their order, ask if they need anything else, and leave them smiling!

See also Curbside/Limited Contact Pickup.