Foundation · 2 min
What you need to know
What is Buy Online, Pick Up In Store (BOPIS)?
BOPIS lets a customer order online and collect from a physical store. The store must reserve the correct stock and tell the buyer when the item is actually ready. A location showing a product on a general catalog page is not necessarily stocked for immediate pickup.
Should physical stores offer store pickup?
Offer pickup if locations can keep their inventory accurate, prepare orders, and serve customers during stated hours. Include clear pickup instructions and identification requirements consistent with the real process.
How should customers choose a pickup location?
List eligible locations with address, hours and actual item availability. Let the buyer confirm one at checkout. A product visible on the general catalog page is not necessarily stocked for immediate pickup at a chosen location.
How should pickup inventory be checked?
Check available-to-promise inventory at the chosen store and reserve the item when the order reaches the appropriate state. Recheck during picking, because an in-store sale can consume stock before staff prepare the pickup order.
When should customers be told their order is ready?
Send a pickup-ready notice only after staff have found and set aside the correct product. Order confirmation alone means the request was received. Include hours, location, pickup steps and any stated hold period in the notification.
What happens if pickup inventory becomes unavailable?
Pause the ready notice, verify nearby stock and contact the customer with options such as another location, later pickup, or the appropriate refund. Do not substitute a different product without customer agreement.
Foundation · 2 min
Frequently asked questions
How long should pickup orders be held?
Set a hold period based on storage space, product needs and customer expectations, then communicate it before or at pickup confirmation. Keep a reminder and a documented plan for uncollected orders; do not assume a universal legal holding period applies.
What happens when customers do not collect pickup orders?
Contact the customer under the stated pickup terms, then follow the store’s cancellation, restocking, and refund obligations. Update the reserved stock and payment records together. An uncollected order should not stay reserved indefinitely without a rule.