BOPIS Best Practices: How Retailers Can Perfect Buy Online, Pick Up In-Store
Introduction
Grab a coffee and let's chat about one of the biggest retail e-commerce trends of 2025: Buy Online, Pick Up In-Store, or BOPIS. If you've ever ordered something online and swung by the store to grab it the same day, you've experienced BOPIS. It's become a cornerstone of modern retail fulfillment strategies, combining the convenience of online shopping with the instant gratification of in-store pickup. In 2025, retailers are finding that BOPIS isn’t just a nice-to-have option – it’s a critical strategy for staying competitive in an omnichannel world. Customers love the speed and flexibility (no shipping fees or waiting around for deliveries), and retailers love the efficiency. In fact, about 70% of shoppers say BOPIS improves their overall shopping experience mccue.com, and many even spend more when they come in to pick up (more on that in a bit!).
This post will walk through BOPIS implementation best practices in a friendly, down-to-earth way. We'll cover what BOPIS is and why it's essential in 2025, then dive into how to optimize in-store order pickup – from syncing inventory to leveraging tech like Adobe Commerce – all to create a seamless buy online, pick up in-store customer experience. By the end, you'll have actionable tips to perfect your BOPIS process. Ready? Let’s get started.
What is BOPIS and Why is It Essential in 2025?
Defining BOPIS: BOPIS stands for Buy Online, Pick Up In-Store. In plain terms, it’s a shopping workflow where a customer purchases a product through an online store (or app) and then goes to a physical store location to collect that order. The typical BOPIS process looks like this: 1) A customer orders an item online and chooses an in-store pickup option. 2) The retailer confirms the item is in stock at the chosen store (or transfers it there) and notifies the customer when it's ready. 3) The customer travels to the store and picks up their purchase, often from a dedicated pickup counter or curbside spot. It's essentially “click and collect” convenience – bridging digital and physical retail.
Why customers crave it: In 2025, shoppers have high expectations for fast, flexible fulfillment. Waiting 5-7 days for shipping feels so old-school when you can buy online and get the item in an hour or two. A recent survey found 17% of customers expect their BOPIS orders to be ready within just one hour merchantfraudjournal.com! Consumers love BOPIS because it lets them avoid shipping costs and delays, and it offers convenience – think of busy parents ordering groceries online then picking them up on the way home, or a last-minute gift shopper reserving an item to grab in-store the same day. During the pandemic, BOPIS absolutely skyrocketed as a safe way to shop, and even after stores fully reopened, BOPIS has shown no signs of slowing down bigcommerce.com. It’s become a default expectation for many shoppers. In fact, over 50% of adult shoppers have used BOPIS services, according to the International Council of Shopping Centers mccue.com.
Why retailers are all-in on BOPIS: For retailers, BOPIS is a win-win operationally and financially. It merges online and offline channels in a way that not only boosts e-commerce sales but also drives foot traffic into stores. Shoppers coming to pick up an order often make impulse buys while there – 67% of BOPIS users grab additional items when they know they can pick up immediately mccue.com. This means extra revenue. Major retailers have taken notice: over 80% of large retail chains offer BOPIS by 2023, up from 76% a year prior digitalcommerce360.com. Companies like Walmart, Target, Best Buy, Home Depot, and Nordstrom have successfully woven BOPIS into their DNA. For example, Nordstrom launched Nordstrom Local in 2017 – small service-centric stores specifically tailored for online pickups and returns – and by Q1 2022 about 10% of Nordstrom’s online orders were BOPIS, contributing to a rise in digital sales (39% of total sales)bigcommerce.com. The payoff is significant: industry analyses project BOPIS retail sales will reach roughly $140+ billion by 2024 business.adobe.com, doubling the figures from just a few years ago. In short, BOPIS has evolved from a niche experiment to an essential component of retail e-commerce trends in 2025.
Now that we know what BOPIS is and why it’s so important, let’s explore how retailers can implement it seamlessly. What are the best practices to ensure a smooth buy online, pick up in-store customer experience? Let's dive in.
Best Practices for Implementing a Seamless BOPIS Experience
Implementing BOPIS can be challenging at first – it’s a blend of digital tech and old-fashioned in-store service. But fear not: let's break down how to optimize in-store order pickup step by step. Here are some best practices we’ve gathered (imagine us swapping tips over coffee):
1. Synchronize Inventory in Real-Time: Nothing sours a BOPIS experience faster than a customer ordering an “in-stock” item online, only to find the store actually ran out. Avoid this by keeping your inventory tightly synced across all channels. This is foundational to BOPIS implementation best practices. Ideally, your online store, point-of-sale, and warehouse systems should all talk to each other. Tools like RFID tags (radio-frequency identification) and smart inventory software can massively improve accuracy. (For instance, Lululemon adopted item-level RFID and hit 98% inventory accuracy, enabling them to confidently offer BOPIS and ship-from-store services meyers.com.) With accurate stock data, you can show customers what’s available at which store in real time. Adobe Commerce (Magento) shines here with its built-in Multi-Source Inventory capabilities – you can manage inventory across multiple stores and warehouses from one system, so online shoppers only see pickup options for items actually on the shelf. Pro tip: set up automated inventory updates whenever a purchase is made in-store or online, and consider reserving the item as soon as an online pickup order comes in. A unified inventory means fewer unpleasant “sorry, we don’t have that item after all” calls to customers.
2. Communicate Clearly and Proactively: BOPIS is all about convenience, so keep the customer in the loop at every step. Once an online order is placed for store pickup, send a confirmation (email or SMS) with clear pickup instructions: when will it be ready, what they need to bring (ID, confirmation code, etc.), and where to go upon arrival. When the order is prepared and waiting at the store, notify them right away – “Your order is ready for pickup!” with perhaps a link to directions or a map of the pickup location. Many retailers use SMS text updates or mobile app push notifications because they’re timely and hard to miss. Also, make sure the pickup location is crystal clear: if you have a special counter or curbside spots, mention exactly where they are (“Look for the blue BOPIS pickup sign on the east entrance”). If there are time limits (e.g. store will hold the item for 5 days), communicate that too. Friendly, frequent communication not only guides the customer through the process but also builds excitement – they know their purchase is ready and waiting. The result is a smoother buy online, pick up in-store customer experience where the shopper feels taken care of and informed.
3. Optimize Store Layout & Staffing for Efficient Pickup: Take a walk in your customer’s shoes: they’ve ordered online, parked, and walked into the store – what next? If they have to wander around or stand in a long checkout line, BOPIS loses its luster. The best retailers design their stores to make pickups quick and painless. Dedicate a BOPIS pickup area or counter near the entrance if possible, clearly labeled with bright signs. This could be as simple as a shelf or customer service desk section labeled "Online Order Pickup." Some stores even have lockers or kiosks right up front. Curbside pickup (where staff bring the order out to the customer’s car) is an extension of this – ensure you have a few reserved parking spots for curbside pickups, with clear signage. Target is a great example: they reserve prime parking spaces near the door for Drive Up customers and have a process to hand off orders within minutes of arrivalmccue.com. This setup cuts down wait times, which is actually one of the biggest customer pain points with BOPIS. (Long waits are a top reason some shoppers don’t come back for pickup orders.) Target’s approach of a separate, well-marked curbside area allowed them to shave down wait times and address that complaint mccue.com. You don’t need a huge budget to do this – even a few signs and a dedicated shelf staffed during peak hours can work wonders. Also, train your store associates on BOPIS workflows: assign specific staff to gather items and help BOPIS customers during busy periods, so that regular shoppers and pickup customers both get quick service. The store layout, signage, and staffing should all work together to make the pickup process intuitive. Customers should walk in and practically beeline to the pickup point without confusion. Bottom line: make it impossible to miss where to go for pickups, and make the hand-off as efficient as you can.
By focusing on inventory accuracy, strong customer communication, and in-store optimization, retailers can greatly enhance their BOPIS implementation. These best practices ensure that the online-to-offline handoff is smooth, setting the stage for happy customers. Next, let’s look at the technology side: what tools and systems can we leverage to elevate our BOPIS game even further?
Leveraging Technology for BOPIS Success
Technology is the backbone of a great BOPIS program. The goal is to create a seamless link between online orders and in-store fulfillment, and the right tech makes that possible (without giving your store managers a headache). Here are some key tech components and strategies for BOPIS success:
Robust Order Management System (OMS): An OMS is like the air-traffic controller for orders – it directs online orders to the right store, tracks their status, and keeps inventory in sync. If you have multiple store locations, an OMS will intelligently route each BOPIS order to the best pickup store (usually chosen by the customer, but it can suggest locations where stock is available). It also prevents double-selling the same item. For example, if Store A runs out of an item, the OMS can automatically update your website to show pickup only at Store B or offer to ship from a warehouse. Adobe Commerce comes with powerful order management and even offers a Store Fulfillment module by Walmart Commerce that acts as an OMS and in-store fulfillment app in one
business.adobe.com. This kind of system gives both your customers and store staff real-time visibility: customers see accurate stock and pickup times, while store associates see incoming pickup orders immediately on their system.
Integration with POS and Mobile Devices: Your in-store Point of Sale (POS) or mobile devices should be synced with online order data. When a BOPIS order comes in, the store’s system should alert staff to "pick this item for online order #1234". Many retailers use mobile devices or scanners for store associates to manage BOPIS orders – for instance, an employee might get a notification on a handheld device, pick the items from the shelves, and scan them to mark as "ready." Having a mobile store fulfillment app can greatly speed this up (Adobe’s Store Fulfillment app is one example, which lets staff tick off items and find orders quickly on a smartphone). When the customer arrives, staff can then quickly look up the order on a tablet or POS, verify it, and complete the pickup with one or two taps. Some stores even enable mobile checkout for add-ons: if the customer wants to buy another item when they come in, the associate can check them out on the spot without directing them to the main register. The key is that your in-store tech and online tech are talking to each other. That integration prevents mistakes and saves time.
Geofencing and Real-Time Customer Alerts: Here’s some cool tech that really wows customers: geofencing and location-based alerts. This is especially useful for curbside BOPIS. Essentially, the store’s app can detect when a customer is near or has arrived at the store, and automatically alert the staff to prep for a hand-off. Target has mastered this – their mobile app lets Drive Up customers click "I'm on my way" and uses GPS to notify the store when you're close, so by the time you park, an associate is already coming out with your order. Talk about efficient! Even without fancy GPS integration, you can allow customers to check in via the app or a link when they’re heading to the store. The goal is to shorten wait times by coordinating the last mile (or last 100 feet, really) of the pickup. Geolocation tech or simple notifications like “Customer John Doe has checked in for Order 1234” can prompt staff to have everything ready at the exact right time. No one likes standing around or honking their horn in a pickup spot. Automating the alert takes the pressure off the customer to call the store or hunt for an associate.
Automation and Self-Service Options: To handle high BOPIS volumes, consider some automation where it makes sense. Smart pickup lockers are an increasingly popular option (sometimes called BOPIL – Buy Online, Pick Up in Locker). These are secure lockers either inside or just outside the store. Staff load orders into the lockers, and the system sends the customer a code. When the customer arrives, they just scan or enter their code and voilà, the locker pops open with their items. This can dramatically cut down on wait times and free up staff. A study shows 77% of online shoppers would consider using a pickup locker to avoid lines and enjoy 24/7 convenience fitsmallbusiness.com. We’re also seeing experimental tech like pickup towers (imagine a giant vending machine for packages that Walmart trialed) and even robotics. Walmart has hinted at automated systems where robots could retrieve orders or even a vending machine for groceries brought to your car mccue.com. While full automation is still emerging, it’s wise to keep an eye on these innovations. In the meantime, even low-tech automation helps: barcode scanning of order receipts to confirm pickups (reducing manual entry errors), or using QR codes in the customer’s email that an associate can quickly scan to pull up the order.
Tech Case Study – Target: Let’s revisit Target as a case study for leveraging tech and strategy. Target invested heavily in integrating its online and store systems, and it paid off big time. By 2021, 95% of Target’s total sales were fulfilled via its stores (including BOPIS, curbside, and ship-from-store) modernretail.co– essentially, their stores became hubs for e-commerce fulfillment. Target’s same-day services (Order Pickup in-store, Drive Up curbside, and Shipt delivery) grew an astonishing 400% from 2019 to 2021 modernretail.co. How did they handle such volume? They leveraged their mobile app, allowing customers to seamlessly switch to curbside pickup, and used tight integration so that as soon as an online order was placed, the nearest store’s team got the memo. They even built partnerships into the experience – e.g. integrating a Starbucks order with your curbside pickup, so you can get a latte and your online order brought to your car together mccue.com. By using a mix of robust backend systems (to route and prepare orders) and a slick frontend (customer-facing app for easy ordering and check-in), Target handles huge BOPIS volumes while keeping the experience easy for shoppers. This showcases that with the right tech infrastructure – a strong OMS, real-time inventory, mobile integrations, and a user-friendly app – retailers can scale BOPIS without chaos.
In summary, technology – from the software in your e-commerce platform to devices in-store and emerging automation – is your best friend for BOPIS. Investing in these tools (especially solutions tailored for platforms like Adobe Commerce, which offers out-of-the-box BOPIS support and extensions) will streamline operations and delight customers.
Overcoming Common Challenges in BOPIS Fulfillment
Even with great systems and processes, BOPIS isn’t without its hurdles. Many retailers encounter similar challenges when rolling out buy online, pick up in-store. The good news: each challenge can be managed with smart strategies. Let’s tackle the big ones and how to overcome them:
Challenge 1: Handling Peak Demand and Seasonality
Think about Black Friday or a holiday rush – your website is blowing up with orders, and stores are flooded with pickups. Peak demand can strain your inventory and staff if you’re not prepared. One best practice is to build in inventory buffers during high-volume times. For example, if you have only a few units left of a hot item, you might temporarily disable BOPIS for that item (to avoid two customers buying the last unit simultaneously in-store and online). Some retailers allocate a portion of stock specifically for online orders during big sales, so in-store shoppers don’t clean out all the inventory. AI-driven forecasting can help here: use sales data to predict which items will be popular for BOPIS and stock up or reposition inventory to those store locations ahead of time. Another tip is to implement time-slot scheduling for pickups during peaks – allow customers to pick a general time window for pickup. This way you can manage the flow (avoiding 100 people all showing up at 5 PM). On the staffing side, ramp up associate coverage dedicated to BOPIS in the days following major promotions. During Cyber Week, for instance, many stores turn their staff into a mini army of “personal shoppers” just picking and staging orders in the stockroom to keep up with demand. It’s also wise to communicate realistic pickup times on each order: if normally you promise “ready in 2 hours” but you know the volume is huge, adjust expectations to maybe “ready in 6 hours” or send a note like “Due to high demand, orders may take a bit longer to prepare – we’ll notify you as soon as it’s ready.” Customers will appreciate the honesty. With planning, even a surge of BOPIS orders can be managed smoothly rather than becoming a chaotic pile of boxes at the pickup counter.
Challenge 2: Reducing Pickup Friction & Wait Times
BOPIS is supposed to be convenient, so if customers encounter long lines, confusing processes, or delays at pickup, that’s a major fail. Unfortunately, we’ve all heard stories like “I went to pick up my order, but I had to wait 20 minutes for someone to find it.” To eliminate these friction points, streamline the pickup process end-to-end. We talked about dedicated pickup areas and geofence alerts earlier – those go a long way. Additionally, consider self-service pickup options to speed things up. If you have the ability, install lockers or an unstaffed pickup kiosk where customers can scan a code and grab their order without needing assistance. Even low-tech approaches can help: for example, some grocery stores have a shelf near the front where they place bagged online orders. When the customer arrives and checks in (with an employee or via phone), the staff can simply point them to their bag on the shelf or hand it over immediately. The customer is in and out in seconds. The key is that the order is pre-picked, packed, and waiting before the customer arrives. So make sure your team prioritizes getting orders ready ahead of the promised time. Another friction-buster: skip the general customer service desk for pickups. Often, stores initially send BOPIS customers to the regular service counter, but that counter might also be handling returns, bill payments, and whatnot – leading to lines. It’s worth carving out a separate pickup station so BOPIS customers aren’t stuck behind someone returning an appliance. Also, think about signage and instructions: when customers arrive, do they know exactly what to do? A sign that says “Pickup Orders →” with an arrow, or a text in the ready notification saying “Park in Spot #3 and pop your trunk” for curbside, makes a huge difference in reducing confusion. Speed matters too: recall that nearly 1 in 5 shoppers expect their order within an hour merchantfraudjournal.com. While that’s not always feasible, it shows how much people value quick turnarounds. If you consistently deliver BOPIS orders fast (and perhaps even beat your promised ready time), customers will be delighted. They’ll choose your store over a slower competitor next time. One more bonus tip: gather feedback. Ask customers at pickup or in a follow-up survey about their experience – was it easy to find the pickup spot? How was the wait time? This can uncover small frictions you might not have noticed, allowing continuous improvement. Remember, the goal is an effortless pickup that feels almost magical to the customer.
Challenge 3: Avoiding Fraud and Securing Pickup
With any new retail channel, fraudsters try to find angles to exploit, and BOPIS is no exception. One challenge retailers face is that BOPIS orders are essentially online transactions (card-not-present) but with an in-person pickup, which can complicate traditional fraud checks. A common fraud scenario: someone uses a stolen credit card info to place an online order, then races to pick it up in-store before the retailer realizes the card was fraudulent. Unlike shipping, where you have time to verify the address or the shipment can be intercepted, BOPIS fraud can happen fast. In fact, studies found that about 7% of all BOPIS transactions were suspected to be fraudulent, higher than the 4.6% fraud rate in other channels bolt.com. So how to combat this without ruining the experience for honest customers? First, verification at pickup is a must. Always ask to see the customer’s ID and make sure the name matches the order. Most retailers require the purchasing credit card or at least the order confirmation email as well. Many e-commerce systems (including Magento/Adobe Commerce) allow customers to designate an alternate pickup person during checkout; if you offer that, ensure your staff checks that person’s ID. For added security, use unique confirmation codes or QR codes. For example, send a QR code in the “order ready” email – the customer can show that on their phone at pickup (or scan it at a locker), and your system marks the order as claimed. This makes it much harder for someone to just walk in and claim an order that isn’t theirs. You can also implement behind-the-scenes fraud tools on the online order itself – flagging suspicious BOPIS orders for manual review (maybe very high-value orders or mismatched billing names). If an order raises red flags, it might be worth calling the customer or delaying pickup until verification is done. Another tactic some stores use: curbside license plate capture. Customers can input their car and license plate in the app when they do curbside; the associate checks it matches on arrival – an extra layer to ensure the right person is picking up. Training store staff is important too. Teach them to politely verify information and spot anything fishy (like if the customer knows very little about the order details, or is unusually nervous when asked for ID). While you want to minimize hassle, a quick ID check is generally accepted by customers, especially if you frame it as “for your security, we want to ensure we’re handing this to the right person.” By building these anti-fraud steps into the BOPIS process, retailers can significantly reduce losses. It’s all about balancing security with convenience – you can keep BOPIS fast and easy while still locking it down against bad actors.
By anticipating these challenges – peak seasons, pickup efficiency, and fraud – and planning for them, retailers can ensure their BOPIS operations run smoothly even under pressure. Every new process has a learning curve, but with these strategies, you'll stay ahead of the curve and deliver a reliable, delightful pickup experience.
The Future of BOPIS & Omnichannel Fulfillment
As we look beyond 2025, BOPIS is evolving further and blending into a larger omnichannel fulfillment ecosystem. Retail is never static – customer expectations today will be even higher tomorrow. So, what’s next for BOPIS and how can retailers prepare?
From BOPIS to BOPIL and Beyond: We’re already seeing the rise of BOPIL (Buy Online, Pick Up in Locker) as a twist on traditional in-store pickup. Lockers provide 24/7 pickup access and are super convenient for shoppers who may not make it during store hours. Many retailers are installing automated locker systems inside or just outside their stores. By some estimates, roughly 25% of click-and-collect orders will be picked up via locker or kiosk by 2024 fitsmallbusiness.com. That’s huge! It means one in four customers might skip the counter and go straight to a locker. We can expect more stores, malls, and even non-traditional locations (like public transit stations or office lobbies) to host pickup lockers to extend retailers’ reach. Think of it like Amazon’s lockers, but for all your favorite stores – buy online, get a code, and retrieve your item from a secure box at your convenience. Retailers should keep an eye on BOPIL as it promises to further reduce labor needs and wait times. It’s very much aligned with the self-service trend. In the near future, we might also see drive-thru pickup lanes become common, where you scan your order code at a drive-thru window and an associate (or robot?) hands over your items, much like grabbing a burger at McDonald's but it's your online order. This is already being piloted in some big-box retailers’ new store designs. The bottom line: flexibility of pickup options will continue to expand – curbside, in-store, lockers, drive-thru, maybe even automated kiosks in parking lots. The retailers that can offer multiple convenient pickup modalities will win big on customer satisfaction.
AI-Driven Logistics and Predictive Fulfillment: Artificial intelligence and machine learning are the buzzy technologies on everyone’s minds, and they have a strong role to play in the future of omnichannel fulfillment. AI-driven logistics can make BOPIS even more efficient by optimizing inventory and fulfillment routes. For instance, predictive algorithms might analyze shopping patterns and pre-stock certain stores with items it anticipates will be ordered for pickup in that region. This is like predictive fulfillment – being one step ahead of the customer’s order. If done right, it could mean near-zero wait times because the item is already in position and perhaps even pre-packed. AI can also help with dynamic order routing: if a product is not available at the selected store, an AI system might instantly find the next best option (maybe another store 5 miles away has it and can have it ready in 30 minutes, or a nearby warehouse can send it to the store by afternoon). These decisions can happen in a split second, improving the customer experience. On the operations side, AI can assist with labor scheduling for BOPIS, ensuring you have just the right number of staff at peak pickup hours. And let's not forget delivery integration – the lines between BOPIS and delivery are blurring with concepts like “buy online, pick up at curb or get delivered from store” all being options in a single order interface. AI can decide the most cost-effective way to fulfill each order (should we prepare it for pickup or ship it to the customer from the store?) based on various factors. We’re headed toward a future where the customer simply shops and the retailer’s systems seamlessly handle the rest, whether that means a pickup or a delivery or something in between.
Enhanced Personalization and Customer Experience: The future of BOPIS is also going to be about integrating the pickup experience more deeply with customer engagement. For example, imagine walking into a store to pick up your online order and the store’s app pops up a personalized deal just for you: “Since you’re here, we’ve set aside a pair of matching gloves for 20% off, want to add to your order?” We might see more upsell and cross-sell opportunities presented in non-intrusive ways during the pickup process, powered by AI analyzing your purchase history. Some retailers are already experimenting with adding services to BOPIS – like product demos or consultations when you come to pick up certain items (blending BOPIS with an in-store experience). Another emerging trend is connecting returns with pickup (sometimes called BORIS: Buy Online, Return In-Store). A customer coming to collect an order might immediately return something else or vice versa. Retailers will aim to streamline that combined experience – maybe with one counter or locker handling both pickups and returns, making the store a true omnichannel service center.
Preparing for the Future: To stay ahead, retailers should build flexibility into their systems now. This means having an eCommerce and inventory platform (like Adobe Commerce) that’s capable of adding new fulfillment options without a complete overhaul. If tomorrow you decide to add locker pickups or integrate with a third-party pickup kiosk network, your platform should support it. Embracing open APIs and modular systems will help. Also, keep collecting data on your BOPIS operations – which locations are most popular, what times of day see the most pickups, how long orders take to be picked/handed off, etc. These insights will guide improvements and help you scale. And of course, keep an eye on customer feedback and emerging preferences. Gen Z shoppers might prefer an entirely app-driven experience, while others might still want the human touch at pickup – ideally you can cater to both.
In summary, the future of BOPIS is about more options, more automation, and deeper integration into the retail ecosystem. It’s an exciting evolution of omnichannel retail. Retailers that adapt and innovate will not only perfect the buy online, pick up in-store experience but also be ready for whatever hybrid model comes next.
Conclusion & Key Takeaways
BOPIS has proven itself as a game-changer in retail, and as we’ve discussed, it's poised to grow even more integral in 2025 and beyond. It’s convenient, fast, and beloved by customers – and when executed well, it’s a boon for retailers’ sales and efficiency. We’ve covered a lot of ground, so let’s recap the key takeaways for perfecting your BOPIS strategy:
Meet Customers Where They Are: BOPIS is all about convenience. Offer clear online ordering with a seamless transition to in-store pickup. Make sure your buy online, pick up in-store customer experience is frictionless – from intuitive website options to friendly in-store service.
Keep Inventory Accurate and In Sync: Invest in real-time inventory management (inventory synchronization) so you never promise what you can’t deliver. Accurate stock levels (with tools like RFID and a solid OMS) are the foundation of a successful BOPIS program meyers.com.
Communicate & Prepare: Proactively send notifications at each step (order confirmed, ready for pickup, etc.) and give crystal-clear pickup instructions. Have orders picked and ready before the customer arrives, and create obvious signage or dedicated pickup spots to minimize any waiting or confusion.
Leverage Technology for Efficiency: Use an integrated tech stack – eCommerce platform, OMS, POS, and mobile apps – to streamline the process. Features like geofence alerts, pickup lockers, and mobile associate apps can drastically speed up fulfillment and pickup. Retailers like Target showed that combining these tools can handle massive BOPIS volume (same-day pickup sales up 600% during 2020!) mccue.com.
Plan for Peaks and Prevent Problems: Anticipate high-demand periods by adjusting stock and staffing. Implement measures to reduce wait times, like curbside pickup and self-service lockers, to keep customers happy even when it’s busy. Also, put fraud prevention checks in place (IDs, QR codes) to protect your revenue without inconveniencing legitimate shoppers bolt.com.
Stay Agile for the Future: Omnichannel retail is ever-evolving. Be ready to adopt new fulfillment options like BOPIL (lockers) and harness AI for smarter logistics. In a competitive landscape, continuous improvement of your BOPIS and overall retail fulfillment strategies will set you apart.
By focusing on these best practices, retailers can ensure their BOPIS offering isn’t just an add-on feature, but a well-oiled machine that delights customers and drives growth. The convenience of buying online and picking up in-store fulfills a core customer need – and done right, it creates a loyalty-building shopping experience.
Call to Action: Ready to elevate your BOPIS game? At Creatuity, we love helping retailers solve these kinds of omnichannel challenges. If you’re looking to implement or optimize BOPIS as part of your 2025 strategy, let’s chat! We invite you to schedule a free 30-minute eCommerce problem-solving session with our team. We’ll work with you to assess your current buy online, pick up in-store process and provide tailored recommendations to perfect it. Together, we can fine-tune your BOPIS strategy for 2025 and ensure it’s driving the convenience, efficiency, and customer satisfaction your business deserves. Here’s to seamless omnichannel experiences and happy customers!
