Click and Collect Order Collection Confirmation Email
L
Louth Shop
We prefer to process click and collect orders as we receive them to ensure the stock is ready and accessible when customers arrive to collect it. This means our click and collect customers get an email telling them they have collected the item when in fact they have not. Please could this email be made optional.
Crib Goch Outdoor World
We don't so would prefer the option. (apologies if I've misunderstood your post)
We prefer to know where the C&C is on its journey, ie if it's still with us (stock locations, transit, collection store, time at collection store) or if the customer has actually collected it, we only tender on collection. A surprising number of customers never show up to collect, so our warehouse would need to be aware of the age of an order sat in a store to be able to request it back into stock to process a refund.
We definitely want better management of C&C, especially notifications of new orders, currently having to monitor/refresh an MT report for new C&Cs and/or flag emails or running picklists for multi stores isn't the most robust or time efficient solution.
We'd much rather be able to monitor the progress of the order(s);
• New Order - flagged in BO and on Store Till if store holds the stock so can be immediately taken off the floor to avoid awkward conversation at till with another customer.
• Simultaneously order confirmation sent to customer.
• Store/warehouse confirms, Picked, packed and shipped to collection store Email Customer with ETA. Or collection store confirms stock is ready for collection.
• Arrives ready for collection notification email to customer
• Reminder Email after x days if not collected
• Notification of collection Email sent to Customer
• Notification of failed to collect after y days, refund and returned to stock.
We're finding Open and Closed isn't enough when it comes to Click & Collect orders. There's more stages worth considering for better customer service.