Click And Collect Fulfilment Checklist
Download your click and collect checklist
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About this click and collect checklist
Click and collect only works when the basics are consistent: the right item, the right condition, ready at the right time. This click and collect fulfilment checklist gives operations teams a clear, repeatable way to prepare, pick, pack, store, hand over, and close out — with built-in escalation triggers so you stop guessing and start knowing.
What this checklist covers
- Preparation checks (equipment, space, cold chain, security)
- In-process picking checks (accuracy, substitutions, quality)
- Packing, labelling, and storage standards
- Customer handover steps (including age-restricted items)
- Escalation criteria for exceptions and risk
- Close-out actions and shift handover notes
Who it is for
Use it with store and site operations teams running click and collect in retail and other customer-facing environments. It is especially useful when volume spikes, new starters are on shift, or you are trying to reduce refunds, complaints, and re-picks.
How to use it on shift
Run the checklist at three points: before picking (to remove blockers), during picking and packing (to prevent errors), and at close-out (to hand over cleanly). If a step cannot be confirmed, use the escalation section to capture what happened and who made the call. That is how you turn exceptions into operational knowledge — not recurring surprises.
Common issues this checklist prevents
- Wrong order handed over because labels or identity checks were skipped
- Cold chain breaks caused by poor separation or storage issues
- Late orders due to missed capacity constraints and slow escalation
- Rework from unrecorded substitutions, missing items, or unclear handovers
Make it measurable in Ocasta
If you run this checklist in Ocasta, you can standardise the flow across sites, capture exceptions in the moment, and spot patterns over time — which locations, shifts, or order types create the most risk. That is how you replace guesswork with visibility, and visibility with better performance.
Disclaimer: This checklist is for general guidance only and does not constitute legal, regulatory, health and safety, or professional advice. You are responsible for ensuring compliance with applicable laws, standards, and internal policies.
Included questions
Here's what's included in this click and collect checklist:
Preparation before picking (9)
Set up the shift so orders flow smoothly, stock is protected, and customers get accurate updates.
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Yes/No
Is the click and collect fulfilment area clean, clear, and ready to use?
Check benches, totes, printers, labels, and walkways. Remove hazards and old paperwork.
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Yes/No
Are scanners and devices charged, connected, and logged into the correct account/site?
Confirm Wi‑Fi/mobile signal, app access, and correct store location settings.
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Yes/No
Is the label printer working with enough labels and ink/thermal roll?
Print a test label and confirm it is readable and sticks properly.
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Yes/No
Have you checked the live order queue for due times and peak volume?
Identify any orders due within the next hour and any large or complex orders.
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Dropdown
Is staffing adequate for the next two hours of click and collect demand?
If not, escalate early so customers are not left waiting.
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Yes/No
Are storage zones clearly labelled (ambient, chilled, frozen, high value, bulky)?
Confirm you have space and the right containers for each zone.
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Yes/No
Are chilled/frozen holding areas within the required temperature range?
If out of range, stop storing temperature-controlled items and escalate immediately.
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Yes/No
Is the high-value storage process in place (locked area, controlled access, sign-off)?
Confirm keys/access and who is authorised to handle high-value items.
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Yes/No
Do you know when to trigger customer updates (ready, delayed, substitutions, cancellations)?
If you are unsure, check the quick guide before starting to pick.
Picking and in-process checks (8)
Pick accurately, protect product quality, and prevent rework by catching issues early.
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Yes/No
Have you selected the correct order and confirmed the due time?
Double-check order ID and collection window before picking.
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Dropdown
If an item is unavailable, what action did you take?
Follow the customer preference and substitution rules. If in doubt, escalate rather than guess.
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Yes/No
Have you checked date codes and quality for applicable items?
Use the shortest-dated-first rule where appropriate, while meeting customer expectations and policy.
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Yes/No
Have you removed any damaged or unsafe items from the order?
Do not pack damaged packaging, leaking items, or anything that could contaminate other goods.
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Yes/No
Have you kept ambient, chilled, and frozen items separated during picking?
Use the correct totes/bags and avoid leaving chilled/frozen items out longer than policy allows.
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Yes/No
Have high-value items been handled and stored using the agreed control process?
Keep them out of public view and move them directly to the secure holding area.
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Dropdown
How was order accuracy confirmed before packing?
Choose the method used for this order.
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Text
Record any picking issues or constraints
Examples: stock discrepancy, location blocked, system lag, substitution customer preference unclear.
Packing, labelling, and storage (6)
Make it easy to hand over the right order quickly, with the right proof and the right quality controls.
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Yes/No
Are the bags/totes suitable for the order (weight, fragility, leakage risk)?
Separate heavy items, protect fragile goods, and prevent cross-contamination.
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Yes/No
Are all labels complete and legible (customer, order ID, zone, item count)?
Labels should be easy to read at a glance during handover.
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Number
How many bags/totes make up this order?
Record the total number so handover can be completed without searching.
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Yes/No
Have you confirmed all items (including age-restricted or high-value) are included and accounted for?
If anything is missing, do not mark the order as ready.
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Dropdown
Where is the order stored?
Choose the storage zone used, matching the cold chain requirement.
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Yes/No
Has the order status been updated correctly (ready for collection, partial, delayed)?
This triggers customer comms — accuracy matters.
Customer handover (5)
Confirm identity, complete required checks, and hand over quickly without compromising control.
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Dropdown
How was the customer identity verified?
Follow your site policy for identity and order confirmation.
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Dropdown
If the order includes age-restricted items, was the age check completed?
If age cannot be verified, do not hand over restricted items.
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Yes/No
Was the correct order retrieved and matched to the customer before handover?
Match order ID and bag/tote count before passing items over.
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Yes/No
Has the collection been completed in the system at the point of handover?
Avoid completing early. Time stamps should reflect reality.
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Text
Record any customer-reported issues at handover
Examples: missing item, damaged item, substitution dissatisfaction, late collection complaint.
Escalation criteria and exceptions (6)
Know when to stop guessing and raise the flag — before the issue becomes a customer complaint.
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Yes/No
Was there a stock discrepancy that could not be resolved quickly?
Escalate if the system shows stock but it cannot be found after a quick, structured search.
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Yes/No
Was there any cold chain risk (temperature out of range, prolonged exposure, equipment failure)?
Quarantine affected items and escalate immediately.
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Yes/No
Was there a system issue that prevented accurate picking, packing, or status updates?
Escalate to the duty manager and follow the downtime process.
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Yes/No
Did you hit a capacity constraint (space, staffing, or storage) that risks late orders?
Escalate early so priorities can be reset and customers updated.
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Yes/No
Was there a suspected fraud risk or customer/order mismatch?
Do not hand over. Escalate and follow security guidance.
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Text
What escalation actions were taken?
Who was informed, what decision was made, and what customer comms were triggered (if applicable).
Close-out and shift handover (5)
Leave the next person set up for success, with clear visibility of what’s outstanding.
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Yes/No
Have you reviewed open orders and flagged anything at risk of missing its collection window?
List any at-risk orders in the handover notes and escalate if needed.
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Yes/No
Have you checked uncollected orders and followed the next-step process?
Confirm storage integrity, customer comms, and any refund/restock steps per policy.
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Yes/No
Has the fulfilment area been reset (cleaned, waste removed, equipment returned)?
Leave it ready for the next shift — no surprises.
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Yes/No
Have supplies been restocked (bags, labels, pens, tape) and issues logged?
Log low stock so it gets replenished before it becomes an operational failure.
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Text
Shift handover notes
Include: at-risk orders, exceptions, equipment issues, and any agreed priorities for the next shift.