How to Offer a Buy Online, Pick Up In-Store (BOPIS) Service

In the fast-paced world of retail, adapting to changing consumer preferences is essential. One of the trends that has gained significant traction in recent years is the Buy Online, Pick Up In-Store (BOPIS) service. BOPIS combines the convenience of online shopping with the immediacy of in-store pickup, offering customers a seamless shopping experience. In this guide, we'll take you through the step-by-step process of implementing a BOPIS service for your retail business.

Step 1: Assess your readiness

Before diving into BOPIS, it’s essential to assess your store’s readiness for this service. Ask yourself these questions:

  • Do you have an e-commerce platform in place?
  • Is your inventory system accurate and up to date?
  • Do you have a point-of-sale (POS) system that can handle online orders?
  • Is your staff prepared for the additional workload?

Step 2: Choose the right e-commerce platform

To offer BOPIS, you’ll need a robust e-commerce platform that seamlessly integrates with your physical store. Popular options include Shopify, WooCommerce, and Magento. Ensure your chosen platform offers features like inventory management, order tracking, and in-store pickup options.

Step 3: Update your website

Your website is the face of your BOPIS service. Make it user-friendly and informative by:
Clearly displaying BOPIS as an option during the shopping process.
Providing accurate in-store inventory information.
Offering detailed instructions on the BOPIS process, including pickup location and hours.

Step 4: Streamline inventory management

Accurate inventory management is crucial for BOPIS success. Implement a system that syncs online and in-store inventory, reducing the risk of overcommitting or overselling products.


Step 5: Train your staff

  • Your employees play a pivotal role in the BOPIS process. Ensure they are well-trained to:
  • Retrieve and prepare orders efficiently.
  • Provide excellent customer service during pickup.
  • Handle any issues or returns professionally.

Step 6: Create a dedicated pickup area

Designate a specific area in your store for BOPIS pickups. Clearly mark this area with signage to guide customers. This not only streamlines the process but also enhances the customer experience.

Step 7: Set pickup timeframes

Determine the pickup timeframes that work best for your business. Common options include same-day, next-day, or scheduled pickups. Be clear about these timeframes on your website and during the checkout process.

Step 8: Communicate with customers

Communication is key in the BOPIS process. Keep customers informed by:

  • Sending order confirmation emails with pickup details.
  • Sending notifications when orders are ready for pickup.
  • Providing a contact number for inquiries or changes to orders.

Step 9: Implement contactless pickup

Consider curbside pickup or locker systems where customers can retrieve their orders without entering the store.

Step 10: Collect feedback and adapt

As you roll out your BOPIS service, actively seek feedback from customers. Use this feedback to make improvements and adapt to changing needs.

Implementing a Buy Online, Pick Up In-Store (BOPIS) service is a strategic move for retailers looking to cater to the evolving preferences of modern consumers. By following these steps and continually optimising your BOPIS process, you can enhance customer satisfaction, drive online and in-store sales, and position your business for success in today’s competitive retail landscape.

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