Click and Collect - Pickup from Store

General Feature Information

Feature Name:
Click and Collect

Feature Overview:
The Click and Collect feature allows customers to select a pickup location for their online orders instead of opting for home delivery. This provides customers with the flexibility to collect their orders from the store at their convenience, often on the same day. The process ensures smooth coordination between stores and customers through automated SMS notifications and OTP verification.

How to Use the Feature

Step-by-Step Instructions

Feature Actions:

1. Ready for Collection:

   • Changes the order status from Pickup from Store to Ready for Collection.

   • Automatically triggers an SMS notification to the customer with the branch location and OTP for order collection.

   • Logs the action in the order history, including who marked it ready and when.

2. Where to Access:

   • Store Dashboard: Pending Orders

   • Admin Dashboard: Pending Shipments

3. Mark as Collected:

   • Prompts a form to enter the OTP provided to the customer.

   • If the OTP is correct, the order status changes from Ready for Collection to Delivered.

4. Where to Access:

   • Store Dashboard: Pending Orders

   • Admin Dashboard: Pending Shipments

SMS Settings

SMS Type: Click and Collect

• Purpose: Sends an SMS to the customer when the order is marked as "Ready for Collection."

• Content Includes:

  • Branch Location

  • OTP for Click and Collect

Configuration Path:

• Navigate to SMS Settings.

• Add a new SMS type with the Click and Collect template.

Workflow Diagram

1. Order Placement:

   • Customer selects Pickup from Store as the delivery option while placing the order.

2. Order Processing:

   • OTO assigns the order to the selected store automatically.

   • The system notifies the store about the order.

3. Order Readiness:

   • Once the order is ready, the store marks it as Ready for Collection in the system.

   • An SMS is sent to the customer with the pickup location and OTP.

4. Customer Pickup:

   • The customer arrives at the store and provides the OTP.

   • Store staff verify the OTP and mark the order as Delivered.

5. Order Completion:

   • System updates the inventory (if WMS is active).

   • All related systems are updated for the "Delivered" status.

Use Case Example

Scenario:
A customer needs an order urgently and prefers to pick it up from a nearby store instead of waiting for delivery.

• Action:

  • The customer selects Pickup from Store at checkout.

  • The store processes the order, marks it Ready for Collection, and notifies the customer via SMS.

  • The customer collects the order by providing the OTP, and the system marks it as Delivered.

• Result:

  • Faster order fulfillment and improved customer convenience.

Troubleshooting and FAQs

Common Issues and Solutions:

• Issue: Customer does not receive the SMS.
  Solution: Ensure the SMS settings are configured correctly under Click and Collect. Verify the customer's contact details.

• Issue: OTP is invalid or not working.
  Solution: Verify that the OTP matches the one sent to the customer. 

FAQs:

• Q: Can the pickup location be changed after the order is placed?
  A: No, the pickup location cannot be modified after order placement.

• Q: Is the OTP mandatory for order collection?
  A: Yes, the OTP ensures secure and verified order pickup.

• Q: Can customers receive real-time updates about their orders?
  A: Yes, customers are notified through SMS at each key stage of the process if they are subscribed to the SMS service.