Managing In-Store Pickup Fulfillment - Shopatron

Managing In-Store
Pickup Fulfillment
©2010, Shopatron, Inc

Managing In-Store Pickup Fulfillment
UG-104, Version 1.1
June 2010
This document contains proprietary and confidential information of Shopatron, Inc., and
is protected by Federal copyright law. The contents of this document may not be
disclosed to third parties, translated, copied, or duplicated in any form, in whole or in part,
(or by any means, electronic, mechanical, photocopying, or otherwise) without the
express written permission of Shopatron, Inc.
The information contained in this document is subject to change without notice. Neither
Shopatron, Inc., its affiliates, nor their directors, officers, employees, or agents, are
responsible for punitive or multiple damages or lost profits or other special, direct,
indirect, incidental, or consequential damages, including any damages resulting from
loss of business arising out of or resulting from the use of this material, or for technical or
editorial omissions or errors made in it.
Aspects of the Shopatron network are patented, patent-pending, or patent-applied for.
Revision History
Date Version Changes
January 2009
1.0 - Pre-release
April 2009 1.0
June 2010 1.1 Terminology changes
Shopatron North America
Shopatron, Inc.
P.O. Box 5351
San Luis Obispo, CA, 93403
Shopatron Europe
Shopatron UK, Ltd.
Newport House
19-21 Newport Street
Old Town, Swindon SN1 3DX

Contents
Why Provide In-Store Pickup? 5
In-Store Pickup Alternatives 6
In-Store Pickup feature comparison 7
Local Search First 8
Local Search First order flow 9
Ship to Store 11
How is Ship to Store different from Local Search First? 12
How is Ship to Store the same as Local Search First? 12
Ship to Store order flow 13
Shopper’s Choice 16
How is Shopper’s Choice different from Ship to Store? 17
How Shopper’s Choice differs for shoppers 17
Shopper’s Choice order flow 18
Signing Up for in-Store Pickup 22
Calling Shopatron to enable In-Store Pickup 22
What are restocking fees? 22
Modifying your product catalog 23
Additional steps for Ship to Store and Shopper’s Choice 23
Approving Fulfillers for In-Store Pickup 24
Approval criteria 24
Listing fulfillers 24
Authorizing fulfillers 25

Contents
4 Managing In-Store Pickup Fulfillment

Merchant’s Guide to In-Store Pickup
Why Provide In-Store Pickup?
With Shopatron, shoppers can pick their orders up at a retail store near
their home, rather than have the product shipped to them. This advantage
often encourages shoppers to purchase items that they otherwise would
live without.
Why do shoppers love in-store pickup? First, it’s free. Shoppers never
have to pay shipping and handling charges if they opt to pick up an item in
store. Second, it’s fast. Shoppers can often pick up their items the same
day if they choose In-Store Pickup.
Providing In-Store Pickup is a simple way to boost both sales and
consumer satisfaction.
When you offer In-Store Pickup, your fulfiller network also benefits.
Shoppers may discover wonderful new stores that they never knew
existed. And when shoppers arrive to pick up their online purchases, they
buy other items in the store more than half the time!
This book provides the information that a merchant needs to know to
select and support an In-Store solution. Another document, Fulfiller’s
Guide to In-Store Pickup provides the details that a fulfiller would need to
know to process In-Store pickup orders.
There are several reasons to enable in-store pickup for your shoppers and
fulfillers.
For shoppers, the key is freedom of choice. Shoppers prefer to choose
how their items are delivered, based on their lifestyle, their schedule, their
budget, and other personal considerations.
For fulfillers, you help them grow their business. You bring pre-qualified
shoppers into their stores, where these shoppers may make additional
purchases. You allow them, with some orders, to have items shipped to
them from other sources so that they can fill orders.
Other benefits of In-Store Pickup include:
• Retailers will stock more of your frequently ordered products to win
more orders and fill them more quickly. This is especially true with
Local Search First.
• If your products frequently require customization, two alternatives,
Ship to Store and Shopper’s Choice include customization fulfillment
steps and provide automatic communication with the shopper
regarding time requirements.
• If you sell some products that should always be picked up rather than
delivered (because of their size, weight, or chemical makeup, or
because they must be customized or installed), you can specify that
they must always be picked up at a store if you use Ship to Store or
Shopper’s Choice.

In-Store Pickup Alternatives
In-Store Pickup Alternatives
• If you want to impose restocking fees when items are not picked up or
are returned, both Ship to Store and Shopper’s Choice are designed to
support their implementation.
Shopatron provides three distinctly different In-Store Pickup solutions.
Choose the one that is right for you, your products, your fulfillers, and your
consumers. Call Shopatron to enable a solution. Then all you have to do is
authorize the fulfillers who apply for approval.
• Local Search First — This is a new name for Shopatron’s original In-
Store Pickup program. With Local Search First, as soon as the
shopper places their order, the system begins searching for a local
retail location that has the items in stock for immediate pickup.
However, if no immediate local pickup location is available, the order
changes to a Standard order and the items are shipped to the
customer.
• Ship to Store — With Ship to Store, the shopper chooses where they
will pick up their order, from a list of nearby approved fulfillment
locations that is presented at checkout.
If the fulfiller does not have the items in stock, the fulfiller can obtain
them from you, or from another distribution source. The shopper just
picks up their order at the selected store when it is available.
TIP
If you want certain items to always be picked up at a store (in other
words, never shipped directly to a consumer), Ship to Store supports
this, on a per-item basis.
• Shopper’s Choice — Like Ship to Store, the Shopper’s Choice
customer chooses a local pickup location from a list that is presented
at checkout.
The difference here is that the shopper also selects the action that
takes place if the fulfiller does not have the items in stock for
immediate pickup. They can either pick up the item at the store later,
when it is available (like Ship to Store) or they can have the item
shipped to their home address (like a normal order).
• If the shopper selects a secondary fulfillment method of Ship to
Store and the item is not in stock, the fulfiller can obtain the items
from you or another distribution source.
• If the shopper selects Ship to Home and the item is not in stock,
the order changes to a Standard order, available for any fulfiller to
request.
TIP
If you want certain items to always be picked up at a store (in other
words, never shipped directly to a consumer), Shopper’s Choice
supports this, on a per-item basis.
6 Managing In-Store Pickup Fulfillment

In-Store Pickup feature comparison
The following table presents side-by-side feature comparisons of the three
types of in-store pickup. You pick the fulfillment type that is best-suited for
your products. Any fulfiller may support none, one, two, all, or none of
Shopatron’s In-Store Pickup fulfillment options, depending on which
merchants they sell products for.
Feature Comparison: Local Search First, Ship to Store, and Shopper’s Choice
Feature
Local Search First
Ship to Store
Shopper’s Choice
Shopper picks up their order at a store, may purchase other items when they
come to pick it up
x x x
Shopper selects pickup location from a list of approved local retailers that is
presented
x
x
Shopper selects fulfillment type if item is not available for immediate pickup
x
Order converts to Standard order and ships to customer’s home in some
situations
x
x
Fulfiller can have a distributor or merchant ship items to them if an order is
assigned to them but they do not have the items in stock
x
x
Fulfillment is free to the customer—no shipping and handling charges apply so
long as the customer picks it up
Fulfillers request order and it is assigned to closest fulfiller who requested it
x x x
x
Order is assigned to fulfiller—no request is required x x
Order goes through multi-step fulfillment process x x
Automatic email messaging is handled by Shopatron x x x
Restocking fee, set by merchant, may be applied if order is not ever picked up
or is returned.
x
x
June 2010 7

Local Search First
Feature Comparison: Local Search First, Ship to Store, and Shopper’s Choice
Feature
Local Search First
Ship to Store
Shopper’s Choice
Merchant can specify that a product is never shipped but must always be picked
up at a store
x
x
Fulfillment steps allow for product customization x x
Fulfiller should not process order until it is in Ready state x x x
Order is automatically shipped to the shopper if it is not picked up
x
Order is returned to stock if it is not picked up; a restocking fee may be applied x x
Local Search First
If you enable Local Search First, the Shopatron system searches for an
approved Local Search First fulfiller within 35 miles of the order source
every time a shopper checks out.
If one or more approved fulfillers is located, the shopper is given the option
to use In-Store Pickup. If the shopper chooses this option, the Shopatron
system immediately sends an email to all eligible Local Search First
fulfillers in the area. This “area” or fulfillment radius is usually 35 miles from
the order’s source in the US, but may be different in some areas or
situations.
In addition, whenever an approved fulfiller clicks the In-Store Pickup icon
in their Shopatron interface, all In-Store Pickup orders that are available
for them to request are listed. (This icon does not appear unless a fulfiller
is approved for Local Search First.)
If a fulfiller has all of the ordered products in stock, they can request an
order.
When the order is awarded, the shopper is notified with store location
details. If no fulfiller requests an order, it converts to a Standard order and
the customer is notified, via email, that shipping charges will apply.
8 Managing In-Store Pickup Fulfillment

Local Search First order flow
Local Search First orders
• Can only be viewed, requested, and filled by approved fulfillers within
the fulfillment radius (usually 35 miles of the consumer’s location).
Fulfillment partners must be approved for Local Search First, both by
Shopatron and by the specific merchant.
• Immediately trigger an automated email from Shopatron to all fulfillers
qualified to fill them.
• Do not resolve at the same time as Standard orders. Instead, requests
are accepted immediately and the order is assigned 30 minutes after
the first request is received.
• Can only be requested if a fulfiller has all items in stock. Fulfiller cannot
have you or any distributor ship items to them.
• Are assigned to the closest requesting fulfiller who has all items, 30
minutes after the first request is placed.
• Trigger an automated email and a home screen alert to the fulfiller who
wins the order.
• Trigger an automated email to any fulfiller who has requested the order
but did not win it.
• Trigger an automated email to the consumer with the fulfiller’s location
and hours, one hour after the order is won.
• Convert to Standard orders if no qualified in-store fulfiller is located.
The following illustration shows the typical workflow for a Local Search
First order. This illustration shows the steps in an ideal Local Search First
order: in-store pickup is available, the customer’s payment information
clears, and so on. These steps are listed below.
The Local Search First process includes the following steps
1 A Shopatron consumer requests In-Store Pickup when they check out.
2 Approved fulfillers within the order’s request radius (usually 35 miles)
of the consumer’s location receive an email that a Local Search First
order in their area is available.
3 Those fulfillers log into Shopatron, identify the order, and verify that
they have all of the items (exactly as ordered) in stock.
4 They set the items aside so that they are not sold before the consumer
arrives.
5 These approved fulfillers then request the order.
Fulfillers have 30 minutes from the time the first request is placed on
the order.
The closest fulfiller who requests the order wins it.
June 2010 9

Local Search First
Local Search First - Order Flow
One or more authorized fulfillers is
located within 35 miles of
shopper’s Zip Code. Local Search
First appears in checkout screen.
Shopper opts for Local Search
First, knowing that the order will be
shipped to them if not available for
immediate pickup.
Order goes to Coex Freedom.
Request
Eligible fulfillers receive emails,
screen alerts, and SMS
messages about order.
Fulfillers who have all items in
stock set them aside. They then
log into Shopatron and request the
order.‘
Did any fulfillers place requests?
Yes
30 minutes after first fulfiller
requests it, order is assigned to
closest requesting fulfiller.
No
Order ships to shopper’s
address once it has been
charged successfully.
Shopatron successfully charges
shopper’s credit card.
Ready
One hour after order was
assigned, Shopatron emails
shopper with pickup information.‘
Customer picks up order. Fulfiller
completes Pick-up form.
Fulfilled
10 Managing In-Store Pickup Fulfillment

If no requests are received, the order converts to a Standard order for
shipment to the customer. All Standard order rules apply.
6 The fulfiller who won the Local Search First order, if any, receives an
email and a home screen alert.
Fulfillers who requested the order but did not win it also receive an
email notification. This allows them to return the items to inventory.
7 One hour after the order is awarded, Shopatron notifies the consumer
with information about the pickup location, including the store’s name,
hours, contact information, and directions.
8 The consumer picks up the order.
Ship to Store
If you enable Ship to Store, the shopper sees a list of approved pickup
locations in their area (based on the shopper’s Zip or Postal Code). If the
shopper wants to pick their order up at a store, they select a location from
this list.
Shopatron automatically assigns the order to the selected fulfiller—no
requests are placed. If the fulfiller does not have the ordered items in
stock, they can ask you or a distributor to ship the items to them. If they do
have them, of course, the order is available for immediate fulfillment.
When a Ship to Store order is processed, the fulfiller has to complete
several unique steps. These steps are designed to:
• Provide accurate time estimates for receiving out-of-stock items (and
issue email updates to the customer with these estimates)
• Provide time estimates for customization, if needed (and issue email
updates to the customer with these estimates)
• Allow the fulfiller to specify whether the customer receives email
notification when the item is ready for pickup
If a shopper fails to pick up a Ship to Store order, their items are returned
to the fulfiller’s shelves and the order is cancelled. Restocking fees can be
specified and applied.
June 2010 11

Ship to Store
How is Ship to Store different from Local Search First?
Ship to Store orders differ from Local Search First orders in these
important ways:
• With Ship to Store , the shopper selects their pickup location
from a list that is presented at checkout; the order is assigned to
the location they select.
With Local Search First, the Shopatron system finds eligible fulfillers
and notifies them; the order is assigned to the closest requesting
fulfiller.
• If fulfillers don’t have the items needed to fill an assigned Ship to
Store order, they can order them from you or a distributor.
The fulfiller indicates the time they think they will receive the items, and
we communicate this expected date to the customer.
• Shoppers have 21 days to pick up a Ship to Store order after we
notify them that it is at your store.
With Local Search First, customers only have three days. Also, Local
Search First orders are shipped to the shopper if they are not picked
up. Ship to Store orders are canceled and the items are returned to the
fulfiller’s shelves If they are not picked up.
If a fulfiller has ordered the items from you and wants to return them, it
is up to you to decide whether or not you will accept them and to
establish your policies for doing so.
• You can specify a restocking fee for Ship to Store orders.
This restocking fee is established on a catalog level and, if applied, is
paid to the fulfiller. If the customer cancels an order after it is in the
Ready state, fails to pick it up within 21 days, or returns it, they receive
a refund of the purchase price, less the restocking fee.
How is Ship to Store the same as Local Search First?
Now that you know how Ship to Store differs from Local Search First,
these are the ways that it is the same:
• You must approve fulfillers to participate in your Ship to Store
program.
Shopatron must also approve them. The same approval process is
used for Local Search First, Ship to Store, and Shopper’s Choice.
• The customer picks up their Ship to Store order at a retail store.
The biggest difference between the two is that Ship to Store shoppers
view a list of possible retail locations, with a possible lead time.
After the order is placed, we communicate the Ship to Store order
pickup location to the customer in the same way as we do for Local
Search First.
12 Managing In-Store Pickup Fulfillment

Ship to Store order flow
• If the fulfiller has the ordered items in stock, we immediately
communicate that information to the customer so that they can
pick up their order as soon as possible.
In this case, the Ship to Store order experience is almost identical to
the Local Search First experience, except that the shopper has
selected the pickup location.
• We provide frequent email communication to the fulfiller, and to
the shopper, as the order progresses.
We automatically send the following email messages (and SMS
messages, if requested) to the Shopatron-enabled Ship to Store
fulfiller:
• Ship to Store Order Needs to be Accepted message when the
order is received.
• Ship to Store Order Needs to be Accepted – Late Notice
message when the order has been assigned but has not been
accepted for more than 1 business day.
• Ship to Store – Late Ship message after the “Expected Duration”
that you entered with the PO information has expired without an
update to the order.
We automatically send the following email messages (and SMS
messages, if requested) to Ship to Store shoppers. These are in
addition to some non-standard emails, such as those sent in response
to payment errors.
• Confirmation message when the order is received.
• Ship to Store Expected Delivery Date message, which indicates
when the order should be available for pickup. This message is
triggered when the fulfiller creates a PO.
• Ready for Pickup message when the order is available to pick up
at the store.
• Requires customization message if the items need to be
customized.
• Ship to Store Ready for Pickup Reminder message when the
order has been available for pickup for 3, 5, 7, or 9 days.
• Ship to Store Ready for Pickup Warning message when the
order has been available for 11, 12, 13 days.
• Ship to Store Ready for Pickup Final Notice message when the
order has been available for 21 days.
• Ship to Store Order Canceled message is sent on day 22.
The Ship to Store fulfillment process consists of several discrete steps.
Not all Ship to Store orders go through all steps, as indicated in the
following procedure and the Order Flow illustration.
June 2010 13

Ship to Store
Ship to Store - Order Flow
Shopper chooses in-store pickup
at checkout and chooses
fulfillment location.
Shopatron assigns order to
specified fulfiller.
Fulfiller accepts order.
Waiting for Acceptance
Yes
Shopatron charges order. If charge
is successful, order is Ready.
Fulfiller entry: Do you have all
items in stock?
No
Fulfiller entry: Delivery time.
Fulfiller entry: All items received.
Ready
No
Fulfiller entry: Is customization
needed?
Yes
Fulfiller entry: Time required.
Fulfiller entry: Customization
complete.
Fulfiller packages items for
pickup; includes packing slip.
Fulfiller notifies customer that
items are available. Fulfiller entry:
customer has been notified.
Fulfiller entry: Should automatic
emails be sent to customer?
Customer picks up order. Fulfiller
completes Pick-up form.
Fulfilled
14 Managing In-Store Pickup Fulfillment

The basic steps in fulfilling a Ship to Store order are:
1 The shopper chooses Ship to Store fulfillment at checkout and selects
a Ship to Store pickup location.
TIP
The Shopatron system assigns the order to the fulfiller and sends
email to the fulfiller, notifying them that an order has been assigned to
them.
2 The fulfiller logs into Shopatron and accepts the order.
IMPORTANT!
This step is mandatory; all orders must be accepted by the fulfiller
within one business day. A fulfiller is able to reject an order, but if this
happens frequently, the fulfiller will be removed from the Ship to Store
program.
3 The Shopatron system attempts to charge the order. The order goes
into Ready when it has been successfully charged.
IMPORTANT!
The fulfiller should not process the order additionally until it is Ready.
4 The fulfiller logs into Shopatron and indicates whether the all of the
ordered items are in available inventory.
• If all items are in stock, the fulfiller can go to the next step.
• If all items are not in stock, the fulfiller creates a PO in the
Shopatron system and enters an estimated delivery time. The
fulfiller orders the necessary items from a distributor or merchant.
When items are received, the fulfiller logs into Shopatron and
proceeds to the next step.
5 The fulfiller logs into Shopatron and indicates whether customization is
required.
• If customization is not required, the fulfiller packages the items
and sets them aside so they will be available for pickup.
• If customization is required, the fulfiller enters the amount of time
that the customization will require and proceeds with the required
customization. When customization is completed, the fulfiller
packages the items and sets them aside so they will be ready for
pickup, then logs into Shopatron to indicate that customization is
finished.
Now the items are ready for pickup.
6 The fulfiller logs into Shopatron and indicates whether the shopper has
been notified that the order is ready to pick up.
IMPORTANT!
This is the step that triggers the 21-day clock. In other words, from this
point, the consumer has 21 days to pick up their order before it is
automatically canceled.
The fulfiller also indicates whether they want Shopatron to email the
consumer that the order is ready.
June 2010 15

Shopper’s Choice
NOTE
If the fulfiller does not specify that Shopatron should send email, the
fulfiller accepts responsibility for notifying the consumer.
Shopper’s Choice
7 Before the shopper arrives to pick up their order, the fulfiller logs into
Shopatron and prints two copies of the packing list.
One copy goes into the package with the order; the second is to be
signed by the shopper at order pickup time, then filed by the fulfiller for
12 months.
8 When the shopper arrives at the store, the fulfiller logs into Shopatron,
performs the following steps, and, in their retailer interface, indicates
that these steps have been performed:
• checks to be sure that the consumer possesses the credit card
used to place the order
• verifies the consumer’s identity, using the government-issued
photo ID that the consumer has brought to the store
• has the shopper sign the packing slip, then files the packing slip
away
• hands the order to the shopper, along with the other, unsigned
copy of the packing slip.
9 The order’s status changes to Fulfilled.
If you enable Shopper’s Choice, we show the shopper a list of approved
pickup locations in their area (based on the shopper’s Zip or Postal Code).
If the shopper wants to pick their order up at a store, they select a location
from this list.
We then ask the shopper an additional question: “What do you want us to
do if the order is not in stock and available for immediate pickup at the
selected location?” In response, the shopper tells us whether the order
should ship to the store, where they will pick it up, or ship to their home.
If the items are in stock, the order proceeds exactly like a Ship to Store
order. It should be filled immediately, since the items are in stock. No order
should be made to receive the items from you or a distributor.
If the items are not in stock, the order can take one of two paths:
• If the customer specified that they still want to pick their order up at the
store, it is assigned to the selected fulfiller, who processes it exactly
like a Ship to Store order. The fulfiller issues a P.O. and orders the
items from you or a distributor.
• If the customer specified that they want to have the order shipped to
them, the order converts to a Standard order. It goes into the Available
order pool and is awarded to the closest fulfiller who has all items in
stock.
16 Managing In-Store Pickup Fulfillment

Shopper’s Choice orders also feature the unique fulfillment steps you read
about for Ship to Store orders. These steps are designed to:
• Provide time estimates for ordering out-of-stock items (and issue email
updates to the customer with these estimates)
• Provide time estimates for customization, if needed (and issue email
updates to the customer with these estimates)
• Allow the fulfiller to specify whether the customer receives email
notification when the item is ready for pickup
If a shopper fails to pick up a Shopper’s Choice order, their items are
returned to the fulfiller’s shelves and the order is cancelled. Restocking
fees can be specified and applied.
How is Shopper’s Choice different from Ship to Store?
From a fulfillment standpoint, the only time that a Shopper’s Choice order
differs from a Ship to Store order is if the shopper prefers to have the order
shipped to them if it is not immediately available. Other than that, the
fulfillment steps are identical.
• Shopper’s Choice orders are still assigned to fulfillers.
Fulfillers do not have to request these orders.They do have to accept
the orders that have been assigned to them within 24 hours of the time
they are assigned.
• Assignment of Shopper’s Choice may depend on whether the
fulfiller has the items in stock.
If the shopper specifies that they want their order shipped to their
home if it is not available for immediate pickup, it will not be assigned
to the fulfiller if they do not have it in stock. It will use the Standard
order process instead.
How Shopper’s Choice differs for shoppers
The most obvious difference to the shopper is choice. The shopper hopes
that their items are available for immediate pickup at the location they
select. However, if the items are not available, the shopper gets to choose
whether it would be more convenient to have their order shipped to them
or to pick up their order at the store when it is available.
To the shopper, a Shopper’s Choice order looks like a blend of a Local
Search First and a Ship to Store order at checkout. The checkout screen
says “In-Store Pickup,” where the checkout screen for Ship to Store says
“Ship to Store.” A shopper never sees the words “Shopper’s Choice.”
At checkout, the Shopper’s Choice shopper enters their Zip code, is shown
a list of possible stores (the same list that is used for Ship to Store), and
selects their favorite store for immediate pickup.
June 2010 17

Shopper’s Choice
Shopper’s Choice order flow
The screen shows the latest time that Shopatron will notify them whether
the order is available for immediate pickup. It asks their preferred action
(Ship to Store or Ship to Home) if the order is not immediately available.
The standard process for fulfilling a Shopper’s Choice order follows:
1 At checkout, the shopper is asked whether they prefer to pick their item
up at a store (with no shipping charges) or have the item shipped to
their home (standard shipping charges apply).
If the shopper chooses to have the order shipped to their home, it
becomes a normal Standard or Express order, not a Shopper’s Choice
order.
If the shopper chooses to pick up their order at a store, the shopper
enters a Zip code. The order progresses to the next step.
2 If the shopper chose to pick up their order at a store, they are
presented with a list of local approved retail stores where the order
may be available to pick up that day or the next (depending on the time
the order is placed).
This list is based on the Zip code they entered. At this point, we do not
know if any particular store has those items in inventory.
3 When the shopper chooses a store, they are asked what they want to
do if their order is not available at the store for “immediate” pickup.
There are two options:
• ship the order to the store for pickup
• ship the order to the home address
Shipping and handling for In-store pickup is free. Shipping and
handling charges for shipping to an address are listed on the checkout
interface.
4 Shopatron accepts the order and gives it a status of Waiting for
Acceptance. Shopatron notifies the fulfiller that an order is waiting for
them to accept.
5 The fulfiller logs into Shopatron and indicates whether they have the
items in stock and available for pickup.
• If the fulfiller has all of the items in stock, the order is assigned
to the fulfiller. The order follows the standard Ship to Store
Process.
Continue to the next step for details.
• If the fulfiller does not have all of the items in stock and the
shopper requested that the order ship to a store if it was not
available for immediate pickup (in step 3) , the order is assigned
to the fulfiller. The order follows the standard Ship to Store
Process.
18 Managing In-Store Pickup Fulfillment

Shopper’s Choice - Preliminary Steps
Shopper chooses in-store pickup
at checkout and chooses fulfillment
location.
Shopper specifies whether order
ships to store or ships to home if it
is not immediately available
Shopatron contacts fulfiller to
see if they have all items in
stock.
Does
fulfiller have
all items in
inventory?
Did
shopper ask
to ship order to home if
not in stock?
Yes
No
Continue with
Shopper’s Choice
Order Flow diagram
Yes
Order enters Standard order process for home delivery
Continue to the next step for details.
• If the fulfiller does not have all of the items in stock and the
shopper requested that the order ship to their home if it was
not available for immediate pickup (in step 3), the order changes
to a Standard order. It is not assigned to the fulfiller; anyone can
request it.
Tip
Shopatron provides email communication with the shopper and the
retailer, keeping them informed throughout the process.
6 The fulfiller logs into Shopatron and accepts the order.
IMPORTANT!
This step is mandatory; all orders must be accepted by the fulfiller
within one business day.
7 The Shopatron system attempts to charge the order. The order goes
into Ready when the order is successfully charged.
June 2010 19

Shopper’s Choice
Shopper’s Choice - Order Flow
The shopper chooses to pick up
their order at the store.
See Preliminary Steps Order
Flow diagram.
Shopatron assigns order to
specified fulfiller.
Fulfiller accepts order.
Waiting for Acceptance
Yes
Shopatron charges order. If charge
is successful, order is Ready.
Fulfiller entry: Do you have all
items in stock?
No
Fulfiller entry: Delivery time.
Fulfiller entry: All items received.
Ready
No
Fulfiller entry: Is customization
needed?
Yes
Fulfiller entry: Time required.
Fulfiller entry: Customization
complete.
Fulfiller packages items for
pickup; includes packing slip.
Fulfiller notifies customer that
items are available. Fulfiller entry:
customer has been notified.
Fulfiller entry: Should automatic
emails be sent to customer?
Customer picks up order. Fulfiller
completes Pick-up form.
Fulfilled
20 Managing In-Store Pickup Fulfillment

IMPORTANT!
The fulfiller should not process the order further until it is Ready.
8 The fulfiller logs into Shopatron and indicates whether the all of the
ordered items are in available inventory.
• If all items are in stock, the fulfiller can go to the next step.
• If all items are not in stock, the fulfiller creates a PO in the
Shopatron system and enters an estimated delivery time. The
fulfiller orders the necessary items from a distributor or merchant.
When items are received, the fulfiller logs into Shopatron and
proceeds to the next step.
9 The fulfiller logs into Shopatron and indicates whether customization is
required.
• If customization is not required, the fulfiller packages the items
and sets them aside so they will be available for pickup.
• If customization is required, the fulfiller enters the amount of time
that the customization will require and proceeds with the required
customization. When customization is completed, the fulfiller
packages the items and sets them aside so they will be ready for
pickup, then logs into Shopatron to indicate that customization is
finished.
Now the items are ready for pickup.
10 The fulfiller logs into Shopatron and indicates whether the shopper has
been notified that the order is ready to pick up.
The fulfiller also indicates whether they want Shopatron to email the
customer that the order is ready.
NOTE
If the fulfiller does not specify that Shopatron should send email, the
fulfiller accepts responsibility for notifying the customer.
11 Before the customer arrives to pick up their order, the fulfiller logs into
Shopatron and prints two copies of the packing list .
One copy goes into the package with the order; the second is to be
signed by the shopper at order pickup time, then filed by the fulfiller for
12 months.
12 When the customer arrives at the store, the fulfiller checks to be sure
that the customer possesses the credit card used to place the order
and checks the customer identity with their government-issued photo
ID.
After the shopper’s identity has been verified and the shopper has
signed the file copy of the packing slip, the fulfiller logs into Shopatron
and indicates that the order has been picked up.
The order’s status changes to Fulfilled.
June 2010 21

Signing Up for in-Store Pickup
Signing Up for in-Store Pickup
If you are interested in offering any type of in-store pickup or need more
information, please call Shopatron. We’ll sign you up and help you get
started.
Calling Shopatron to enable In-Store Pickup
If you’re considering In-Store Pickup, call your Merchant Support Services
representative.
1 We can help you decide which In-Store Pickup solution is right for your
store, if you are undecided or need more information.
2 If you decide to use either Ship to Store or Shopper’s Choice, we
should discuss restocking fees.
3 We will enable the In-Store Pickup solution and restocking fee you
choose.
4 We can help you communicate the change to your fulfillers, if you like.
5 Go to “Modifying your product catalog” to modify your product catalog.
What are restocking fees?
Restocking fees are paid by the consumer and paid to the fulfiller.
Restocking fees are applied if the consumer
• cancels an order
• returns the items in it
• fails to pick the order up within the time allowed (in which case, it is
automatically cancelled).
Restocking fees are designed to cover the inconvenience and expense
that a fulfiller experiences if they have to special order items.
Restocking fees must be applied to all items in a catalog, not to
individual items.
Restocking fees are charged as a percentage of each item’s purchase
price, not as a flat fee.
NOTE >
We strongly recommend that you do not charge restocking fees unless
they are absolutely necessary. Consumers often do not place orders once
they know that there are restocking fees in place.
22 Managing In-Store Pickup Fulfillment

Modifying your product catalog
If you enable Local Search First, Ship to Store, or Shopper’s Choice, all
your products will, by default, be available by both your standard shipping
methods and by In-Store Pickup.
For Ship to Store or Shopper’s Choice, the checkout screen shows a list of
authorized fulfillment locations. The customer chooses a fulfillment
location from this list.
The list shows retailers who apply with you to perform in-store fulfillment,
and whom you approve, as described in “Approving Fulfillers for In-Store
Pickup” on page 24.
Additional steps for Ship to Store and Shopper’s Choice
If you offer Ship to Store or Shopper’s Choice, you should set product lead
times to be accurate, as described in the next section, “Specifying Ship to
Store Lead Times.”
If you want to set a product to be available only in stores, refer to
“Specifying that a product is only available at a store” for information.
Specifying Ship to Store Lead Times
For both Ship to Store and Shopper’s Choice, an estimated lead time is
displayed for each product at checkout. This lead time lets the customer
know how long they can expect to wait before the product will arrive at the
fulfillment location, if it is not already in stock.
You set lead times on a per-product basis.
The lead time that the customer sees at checkout:
• is one of the main factors the customer uses to decide whether to have
an item shipped to their home or to pick it up at a store
• is specified by the merchant
• defaults to 3 to 7 days if not modified
• does not include customization or installation time
• is set in the Edit Product section of the Shopatron interface
After the customer completes their order, we email the customer with a
more accurate lead time. This lead time.
• must be close to or less than the checkout value (or customer
satisfaction will be negatively affected)
• must also be close to the date when the item is received for
customization or pickup or customer satisfaction will be negatively
affected)
• is specified by the fulfiller after they accept the order
June 2010 23

Approving Fulfillers for In-Store Pickup
To set a Ship to Store Lead Time
1 Log into Shopatron and go to Edit Products.
2 Select the product you want to set a lead time for.
3 Enter a new value next to Ship to Store Lead Time (in days).
4 Click Save Pricing.
Specifying that a product is only available at a store
You can specify that a product can only be picked up at a retailer’s
location. This is useful for items that must be customized or installed, or for
items that are difficult, dangerous, or impossible to ship using normal
methods.
To set a product for in-store pickup only
1 Log into Shopatron and go to Edit Products.
2 Select the product you want to set as In-Store Pickup only.
3 Select Ship to Store Only, using the Availability drop-down menu.
4 Click Save Pricing.
Approving Fulfillers for In-Store Pickup
Approval criteria
Prior to approval, Shopatron thoroughly screens in-store pickup applicants
using the following criteria:
• the fulfiller operates from a true retail storefront
• past performance indicates good consumer satisfaction ratings
• the retailer is in compliance with all Shopatron rules and regulations
You, the merchant, also review their application prior to approval. You
have the final say as to whether a fulfiller is approved.
TIP
Once approved, the fulfiller is notified by email and directed to an online
training module.
Listing fulfillers
To list the in-store pickup authorization status of your fulfillers
1 Click System > In-Store Pickup Retailer.
TIP
This option appears in your interface only if you have signed up for instore
pickup. Call Shopatron for more information.
2 Specify which fulfillers you want to list, using the pull-down menu to the
right of Chosen Retailers for In-Store Pickup. Choose:
24 Managing In-Store Pickup Fulfillment

Authorizing fulfillers
• Requests Authorization to list fulfillers who have requested
authorization and are awaiting your approval or denial
• Approved to list fulfillers whose request you have approved
• Denied to list fulfillers whose request you have denied
• No Request Available to list fulfillers who have not requested instore
pickup
• Show All Retailers to list all fulfillers
The displayed list shows all fulfillers who have the status you have
specified.
For each fulfiller, the list provides the following information:
• the catalog that the fulfiller is authorized for
• the number of your Shopatron orders the fulfiller has shipped in the
past 30 days
• the total number of your Shopatron orders the fulfiller has shipped
• the fulfiller’s Customer Satisfaction Rating (CSR) over the past 60
days
An N/A in the CSR column tells you that the retailer has been
signed up with Shopatron for less than 60 days, has not shipped
any orders in the past 60 days, or has not had any customer
surveys returned in the past 60 days.
You may want to consider the above factors when you decide to
approve or deny authorization.
A fulfiller cannot view or fulfill In-Store Pickup orders unless you authorize
them to do so. If you have allowed a fulfiller to view and fulfill these orders,
you can change their status back to Deny, and vice versa.
To change a fulfiller’s in-store pickup authorization status
1 Click System > In-Store Pickup Approval.
2 With the pull-down menu, select Show All Retailers to list all fulfillers,
or choose the status of the fulfiller you want to change.
Consider the factors shown in the list when granting or denying
authorization.
3 Check the Allow checkbox to approve a fulfiller to fill orders with instore
pickup, or check the Deny checkbox to prevent the fulfiller from
viewing and filling in-store pickup orders.
June 2010 25

Approving Fulfillers for In-Store Pickup
26 Managing In-Store Pickup Fulfillment

Index
Numerics
21-day clock 15
A
Advantages of In-Store Pickup 5
Allow checkbox 25
Alternatives
In-Store Pickup 6
Approval
in-store pickup 24
Approved 25
Assigned In-Store Pickup orders 7
Assignment of Local Search First orders 7, 8, 9
Authorization status
changing 25
Authorizing fulfillers for In-Store Pickup 25
Automated email 9
Automatic cancelation
of In-Store Pickup order 15
Automatic email messaging 7
Availability
drop-down menu 24
specifying that products can only be picked
up at store 24
B
Bidding on In-Store pickup orders 8, 9
Bidding on Local Search First orders 8
C
Canceling orders 22
Charging orders 15
Checkout
displayed lead time 23
Comparison
feature 7, 8
Credit card
verifying 16
Customization 5, 8, 11, 15, 17, 21
D
Denied 25
Deny checkbox 25
Distances
for in-store pickup 8, 9
Distributor
shipping items to fulfiller 7
E
Email
automated 9
in-store pickup 11
lead time 23
message to Local Search First fulfillers 8, 9
Email messaging
In-Store Pickup 7
Ship to Store 13
Email notification
pickup 11, 17
F
Failover fulfillment method 6
Feature comparison 7, 8
Fees
restocking 22
Flow
order
Local Search First 9, 10
Ship to Store 13, 14
Shopper’s Choice 18
Free shipping and handling 7
Fulfilled 16
June 2010 27

Index
Fulfillers
authorizing for In-Store Pickup 25
bidding on In-Store pickup order 8, 9
listing 7
listing those who have requested In-Store
Pickup authorization 25
preventing from viewing and filling In-Store
Pickup orders 25
requesting In-Store pickup order 7, 8, 9
Fulfillment
failover 6, 18
secondary 6, 7, 18
Fulfillment locations
list 23
Fulfillment process 7
Fulfillment radius
for Local Search First 8, 9
G
Government-issued photo ID 16
H
Home
shopper requests shipment to 18
Hours
store 9
I
Icon
In-Store Pickup 8
ID
checking 16
In-Store Pickup 5, 8
advantages to shoppers 5
approval criteria 24
approval for 24
assignment of orders 7
changing fulfiller’s authorization status 25
distance for 8, 9
enabling 22
feature comparison 7, 8
listing retailer’s authorization status 24
process 9
restricting products to 24
types of 6
In-Store Pickup icon 8
Items
ordering 12
purchasing additional 7
L
Lead time 21
checkout 12, 23
default 23
email 23
Ship to Store 24
specifying 24
List
of approved local fulfillers 7, 23
of fulfillment locations 23
Listing fulfiller authorization status 25
Local Search First 6, 8
feature comparison 7, 8
fulfillment radius 8, 9
order flow 9, 10
Locations
fulfiller 9
pickup
Ship to Store 11, 12
Shopper’s Choice 16
M
Merchant
shipping items to fulfiller 7
N
No Request Available 25
O
Online training module
for fulfillers 24
Order Flow
Local Search First 9, 10
Ship to Store 13, 14
Shopper’s Choice 18
Ordering items 12, 15
28 Managing In-Store Pickup Fulfillment

Orders
accepting 15, 19
automatic cancellation 22
cancellation 22
cancellation of 15
charging 15
returning items to stock 8
shipping to shopper 8
P
Packing list 16
Pickup locations
Ship to Store 11, 12, 15
Shopper’s Choice 16
Pickup time
Ship to Store 15
PO 21
Preventing fulfillers from viewing and filling In-
Store Pickup orders 25
Product catalog
setting up for In-Store pickup 23
Purchasing additional items at pickup 7
R
Radius
fulfillment
for Local Search First orders 8, 9
Ready 8, 15
Request time 9
Requesting In-Store pickup orders 7, 8, 9
Requesting Local Search First orders 9
Requests Authorization 25
Resolve time
Local Search First 9
Restocking fees 6, 7, 8, 11
charged as percentage of item’s cost 22
how they are applied 22
purpose of 22
reasons not to specify 22
setting 22
Restricting products to only be picked up at a
store 24
S
Save Pricing 24
Secondary fulfillment methods 6, 7, 18
Ship to home
as secondary fulfillment method 6, 18
for Shopper’s Choice 18
Ship to Store 6, 11
as secondary fulfillment method 6
feature comparison 7, 8
how it differs from Local Search First 12
how it differs from Shopper’s Choice 17
Lead Time (in days) 24
order flow 13, 14
ordering items 15
pickup locations 11, 12
secondary fulfillment method 18
Ship to Store Only 24
Ship to Store orders
acceptance of 15
Shipping and handling charges
free 7
Shopper
notifying 15
selecting a pickup location 7
Shopper advantages
of In-Store Pickup 5
Shopper’s Choice 6, 16
feature comparison 7, 8
how it differs from Ship to Store 17
order assignment 17
order flow 18
picking up at store 18
pickup locations 16
shipping to home 18
Show All Retailers 25
Special order items
covering expense of 22
Standard order
converting to 7, 9
Store
forcing items to be picked up at 6, 8
System > In-Store Pickup Retailer 24, 25
June 2010 29

Index
T
Time
estimate for receiving out-of-stock items
11, 17
for requesting Local Search First orders 9
lead 12, 21, 23, 24
V
Verifying credit 16
W
Waiting for Acceptance 18
30 Managing In-Store Pickup Fulfillment