Managing In-Store Pickup Fulfillment - Shopatron

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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
Page 1 and 2: Managing In-Store Pickup Fulfillmen
Page 3 and 4: Contents Why Provide In-Store Picku
Page 5 and 6: Merchant’s Guide to In-Store Pick
Page 7 and 8: In-Store Pickup feature comparison
Page 9 and 10: Local Search First order flow Local
Page 11 and 12: If no requests are received, the or
Page 13 and 14: Ship to Store order flow • If the
Page 15: The basic steps in fulfilling a Shi
Page 19 and 20: Shopper’s Choice - Preliminary St
Page 21 and 22: IMPORTANT! The fulfiller should not
Page 23 and 24: Modifying your product catalog If y
Page 25 and 26: Authorizing fulfillers • Requests
Page 27 and 28: Index Numerics 21-day clock 15 A Ad
Page 29 and 30: Orders accepting 15, 19 automatic c

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