7 Actionable Tips to Create a Flawless In-Store Pickup Experience

Offering click and collect is one thing. Delivering it seamlessly is another. For your customers, a bad pickup experience can undo all the convenience they were looking forward to. Long waits, confusing instructions, or staff who aren’t sure what’s happening - all of that chips away at trust.

The good news is, a great pickup experience doesn’t need to be complicated. With some thoughtful tweaks, you can make it smooth, personal, and even turn it into an opportunity for extra sales. Here are seven practical tips to help you get it right.

Make it clear at checkout

If customers don’t know you offer in-store pickup, they won’t choose it. Highlight the option early and often - not buried at the end of checkout. A simple line like “Order online, pick up today” on your product pages and banners can make a huge difference.

Set realistic pickup times

Nobody likes showing up only to be told their order isn’t ready. Be specific and realistic with your pickup windows. For a bakery, that might mean “Ready in 2 hours” during the day, or “Available from 9am tomorrow” for pre-orders. Being upfront avoids disappointment and builds trust.

Create a clear pickup point

Nothing frustrates a customer more than walking in and not knowing where to go. A small sign, a designated counter, or even a simple shelf marked “Online Orders” can cut confusion immediately. The smoother the handoff, the happier the customer.

Train your team to upsell naturally

Click and collect is a golden chance for an add-on. If someone’s picking up a coffee subscription box, staff could ask, “Would you like to add a pastry to go with it?” Keep it friendly and never pushy, but don’t miss the opportunity to suggest something extra.

Keep communication flowing

Send a quick confirmation when the order’s ready, and if possible, allow customers to text or call when they’ve arrived. Some merchants even send a photo of the bag with the customer’s name on it - a small gesture that reassures people their order is waiting.

Surprise and delight

A small unexpected touch goes a long way. It might be a handwritten thank-you note, a free sample, or a loyalty stamp slipped into the bag. These little extras make customers feel valued, and they’ll remember it next time.

Ask for feedback

Don’t just assume your pickup process is perfect - ask your customers. A quick follow-up email with a one-question survey (“How was your pickup today?”) gives you insights and shows you care. The best ideas for improvements often come from the people using the service.

Click and collect isn’t just a box to tick on your Shopify settings. Do it well, it becomes an extension of your brand experience. Every pickup is a chance to reinforce convenience, create personal connections, and even boost sales.

Focus on clarity, communication, and those little touches that make your store memorable, and you’ll turn a simple logistics option into one of your strongest customer retention tools.