Process - Click & CollectUpdated 2 years ago
General
- When a customer places an online order, if all of the products in their cart are available in the location nearest to them, then a "Pickup" option will show at checkout.
- If not all products in their cart available, a Pickup option won't be displayed.
- After a customer places an order where they have selected pickup, the Warehouse team will prepare and pack the order as usual.
- They will then place the products together with the Order Slip on a shelf reserved for "Pickup Orders"
- Sydney team please confirm with Shiqi which shelf and where it's located - this will be away from the usual shelving or warehouse packing stations.
- Once the warehouse team have prepared the order, they will go into Shopify and mark the order as "Ready for pickup" - this will send a notification to the customer.
When the customer arrives at the office/warehouse, there may be 2 scenarios;
- A warehouse team member is available
- Warehouse team member will hand over the package (from the Pickup Orders shelf)
- Warehouse team member will go into Dear and mark it as "Fulfilled"
- A warehouse team member is not available
- Customer team member will hand over the package (from the Pickup Orders shelf)
- Give the pickup slip to the warehouse so they can mark it as "Fulfilled" in Dear
Managing Customers
- We do not do in-store shopping, click & collect only. Purchasing needs to be done online
- If a customer has come in ask them if they have placed an order and get their order number
- If they have not placed an order advise them that they need to do this via our website on their phone
- Customers bringing in faulty devices
- We do not do on the spot repairs for faulty products.
- If a customer brings in a faulty product please take down their contact information, including their order number, the fault they are experiencing, and advise them that we will contact them once our testing team has taken a look at it.
- The turnaround time can be up to 3 days depending on the team's workload.