Checklist template

Buy online pick up in store for retailers

A ready-to-use checklist with 100 items in 6 sections, covering Order picking, Staging, Customer notification, Handoff, Substitutions and cancellations, Metrics. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 100 Items
  • 82 Yes / No checks
  • 6 Scored ratings
  • 112 Points

Use this template How audits work

1. Order picking 19 items

  1. A named employee is assigned to online orders on every shift this week Yes / No 1 pt
  2. The order queue on the handheld or terminal is checked at least every 30 minutes Yes / No 1 pt
  3. New orders trigger an audible or visual alert that the sales floor can notice Yes / No 1 pt
  4. Orders are picked in the sequence of their promised ready time Yes / No 1 pt
  5. No order in the queue is past its promised ready time at the time of the visit Yes / No 1 pt
  6. Each item is scanned at pick to confirm the exact size, color and model Yes / No 1 pt
  7. Pickers take the unit from the stockroom before the last unit on the floor, where both exist Yes / No 1 pt
  8. Display models are not picked unless the customer has accepted one Yes / No 1 pt
  9. The picker inspects each item for damage, missing parts and an intact seal Yes / No 1 pt
  10. Apparel is picked free of stains, pulls and missing buttons Yes / No 1 pt
  11. Items with a use-by date are picked with the longest date on the shelf Yes / No 1 pt
  12. An item not found is searched in the stockroom, on returns racks and on feature displays before it is reported missing Yes / No 1 pt
  13. An item not found is reported in the system so the on-hand quantity is corrected Yes / No 1 pt
  14. Security tags are removed at pick or at packing, not left for the handoff Yes / No 1 pt
  15. Orders placed in the last hour before closing are picked the same day when the promise requires it Yes / No 1 pt
  16. Batch picking of several orders uses separate totes or bags per order Yes / No 1 pt
  17. Orders waiting to be picked at the time of the visit Number
  18. Minutes from order received to pick complete, on the oldest order in the queue Number
  19. Timeliness of picking against the promised ready time Rating
    • Every order ready early or on time 5 pts
    • A few orders late 3 pts
    • Many orders late 1 pt

2. Staging 19 items

  1. Picked orders are held in a dedicated staging area out of customer reach Yes / No 1 pt
  2. Each staging shelf or bin has a location label Yes / No 1 pt
  3. The staging location of each order is scanned or entered in the system Yes / No 1 pt
  4. Every package carries a label with the order number and the customer's last name Yes / No 1 pt
  5. Orders in several packages are marked "1 of 3", "2 of 3" and so on Yes / No 1 pt
  6. Oversized items are staged in a marked zone with the order label attached to the item Yes / No 1 pt
  7. High-value items (electronics, jewelry, fragrance) are staged in a locked cabinet or cage Yes / No 1 pt
  8. Chilled or frozen items are staged in refrigeration with the order label, where the store sells them Yes / No 1 pt
  9. Staged orders are not mixed with returns, transfers or layaway Yes / No 1 pt
  10. Staging shelves are not overfilled to the point that packages sit on the floor Yes / No 1 pt
  11. Orders are bagged or boxed so the contents cannot be seen Yes / No 1 pt
  12. The staging area is audited against the open order list at least once a day Yes / No 1 pt
  13. Five staged orders sampled were in the location shown in the system Yes / No 1 pt
  14. Orders past the pickup deadline are pulled from staging on the schedule set by company policy Yes / No 1 pt
  15. Pulled orders are refunded within one business day Yes / No 1 pt
  16. Merchandise from pulled orders is back on the sales floor within one business day Yes / No 1 pt
  17. Orders in staging at the time of the visit Number
  18. Staged orders past the pickup deadline Number
  19. Organization of the staging area Rating
    • Labeled, in sequence, every order found at once 5 pts
    • Mostly organized, some searching needed 3 pts
    • Disorganized, orders hard to find 1 pt

3. Customer notification 13 items

  1. The ready-for-pickup message is sent only after the whole order is staged Yes / No 1 pt
  2. The ready message was sent within 5 minutes of staging on a sampled order Yes / No 1 pt
  3. The message states the pickup location inside the store Yes / No 1 pt
  4. The message states the last day the order will be held Yes / No 1 pt
  5. Customers are told what to bring (identification, order number or barcode) Yes / No 1 pt
  6. A reminder is sent before the order is cancelled for non-pickup Yes / No 1 pt
  7. Customers are contacted the same day when an order will miss its promised time Yes / No 1 pt
  8. A delay is communicated with a new ready time, not left open Yes / No 1 pt
  9. Phone calls about order status are answered by an employee with access to the order system Yes / No 1 pt
  10. Voicemail or callback requests about orders are returned within the same business day Yes / No 1 pt
  11. Partial-ready orders are notified as partial, naming the items still to come Yes / No 1 pt
  12. The pickup hours stated in messages match the hours the counter is staffed Yes / No 1 pt
  13. Clarity of the ready-for-pickup message on a sampled order Rating
    • States where, until when and what to bring 5 pts
    • One of these details missing 3 pts
    • Location or hold period unclear 1 pt

4. Handoff 18 items

  1. The pickup counter is identified by a sign visible from the store entrance Yes / No 1 pt
  2. Directional signs lead from the entrance to the pickup counter Yes / No 1 pt
  3. The pickup counter is staffed or has a call button answered within 2 minutes Yes / No 1 pt
  4. The customer is greeted within 30 seconds of reaching the counter Yes / No 1 pt
  5. The order number or barcode is scanned to retrieve the order Yes / No 1 pt
  6. Identification is checked against the order name as company policy requires Yes / No 1 pt
  7. A pickup by another person is released only when that person is named on the order Yes / No 1 pt
  8. The order is retrieved from staging in under 3 minutes on handoffs timed during the visit Yes / No 1 pt
  9. The employee confirms the item count with the customer before release Yes / No 1 pt
  10. High-value items are shown to the customer before the handoff is completed Yes / No 1 pt
  11. The customer signs or confirms receipt on the handheld Yes / No 1 pt
  12. The order is closed in the system at the moment of handoff, not later in a batch Yes / No 1 pt
  13. Age-restricted items are released only after the age check required by local regulation Yes / No 1 pt
  14. Carry-out help is offered for heavy or bulky orders Yes / No 1 pt
  15. The customer is told how to return an item bought online Yes / No 1 pt
  16. Customers picking up are not sent to wait in the regular checkout line Yes / No 1 pt
  17. Minutes from customer arrival to handoff, average of handoffs timed during the visit Number
  18. Handoff experience observed Rating
    • Order found at once, verified and handed over with a greeting 5 pts
    • Order verified, but the customer waited or was not greeted 3 pts
    • Long wait or order not found 1 pt

5. Substitutions and cancellations 16 items

  1. An item is substituted only when the customer opted in to substitutions Yes / No 1 pt
  2. Substitutes follow the company rules (same brand first, same or larger size, same or better price) Yes / No 1 pt
  3. The customer is charged no more than the original item price for a substitute, per company policy Yes / No 1 pt
  4. The customer is told of each substitution before pickup Yes / No 1 pt
  5. The customer can refuse a substitute at the counter and receive an immediate refund Yes / No 1 pt
  6. An order is cancelled for no stock only after the stockroom and floor searches are recorded Yes / No 1 pt
  7. Cancelled items are removed from the order before the ready message is sent Yes / No 1 pt
  8. The customer is notified of a cancellation the same day Yes / No 1 pt
  9. The refund for a cancelled item is started in the system at the time of cancellation Yes / No 1 pt
  10. A cancellation reason code is entered for every cancelled line Yes / No 1 pt
  11. Items cancelled for no stock trigger a cycle count of that item Yes / No 1 pt
  12. Customer-requested cancellations of staged orders are returned to the sales floor the same day Yes / No 1 pt
  13. The store manager reviews the weekly list of cancelled lines by reason Yes / No 1 pt
  14. Order lines cancelled for no stock last week Number
  15. Order lines substituted last week Number
  16. Handling of out-of-stock lines Rating
    • Customer informed and offered a choice every time 5 pts
    • Informed after the fact 3 pts
    • Customer learns at pickup 1 pt

6. Metrics 15 items

  1. The store's on-time ready rate is posted for the team each week Yes / No 1 pt
  2. The on-time ready rate for last week is at or above the company target Yes / No 1 pt
  3. The fill rate (lines filled as ordered) for last week is at or above the company target Yes / No 1 pt
  4. The no-stock cancellation rate for last week is within the company limit Yes / No 1 pt
  5. Average customer wait at pickup is tracked from the system or by sampling Yes / No 1 pt
  6. The post-pickup customer survey score has been reviewed by the store manager this month Yes / No 1 pt
  7. Orders not picked up are tracked as a percentage of orders staged Yes / No 1 pt
  8. Labor hours used for online orders last week were within the hours planned for the order volume Yes / No 1 pt
  9. Results are discussed with the employees who pick and hand off, at least monthly Yes / No 1 pt
  10. Trend of the on-time ready rate over the last 4 weeks Rating
    • At target or improving 5 pts
    • Flat below target 3 pts
    • Declining 1 pt
  11. On-time ready rate last week (%) Number
  12. Fill rate last week (%) Number
  13. Online orders handed off last week Number
  14. Name of the employee responsible for online orders Short text
  15. Comments and corrective actions Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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