Click and Collect with Shopify POS

Click and collect bridges the gap between online convenience and in-store experience. For brands with physical retail locations, it reduces delivery costs, drives footfall, and creates additional upsell opportunities at the point of collection. Shopify POS makes it relatively straightforward to implement — but the details matter.

Enabling In-Store Pickup in Shopify

In-store pickup is a native feature in Shopify. To enable it, go to Settings > Shipping and Delivery > Local Pickup, toggle it on for each relevant location, and configure the pickup instructions customers will see at checkout. Set a realistic pickup availability window — most customers expect same-day for orders placed before noon.

Managing Orders in Shopify POS

Once click and collect is enabled, pickup orders appear in the Shopify POS ready for collection queue. Staff can mark orders as ready, which triggers an automated notification to the customer. The notification includes the pickup instructions and any reference details. Ensure your POS devices have reliable internet connectivity — nothing frustrates a collection customer more than a slow system.

• Assign a dedicated collection point in store, clearly signposted
• Train all staff on the POS pickup workflow before going live
• Set up a dedicated collection notification via Shopify Notifications or Klaviyo
• Consider a collection locker for after-hours pickup if footfall is high

Customer Notifications

The default Shopify pickup notification is functional but generic. For a premium experience, build a custom Klaviyo flow triggered by the 'order ready for pickup' event. Include the store address with a Google Maps link, opening hours, and what to bring (order number or confirmation email). SMS notifications convert significantly better than email for collection alerts.

The In-Store Upsell Opportunity

Click and collect customers visit your store with purchase intent already confirmed. This is your best upsell opportunity in physical retail. Train staff to acknowledge the online order, make the collection frictionless, and then naturally introduce relevant add-ons. A well-placed display near the collection point — featuring complementary products — can drive meaningful incremental revenue.

Common Pitfalls to Avoid

• Allowing pickup orders when stock is not actually on site
• Slow notification workflows — customers should hear within 2 hours
• No clear policy for uncollected orders after 7 days
• Forgetting to update pickup availability during holidays or closures