Checklist template

Customer pickup and dock operations for furniture stores

A ready-to-use checklist with 108 items in 6 sections, covering Order verification, Product retrieval, Inspection with customer, Loading, Tie-down advice, Paperwork. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 108 Items
  • 91 Yes / No checks
  • 6 Scored ratings
  • 121 Points

Use this template How audits work

1. Order verification 17 items

  1. Pickup hours and the location of the pickup door are printed on the customer's receipt or ready-for-pickup notice Yes / No 1 pt
  2. A sign visible from the parking lot directs customers to the pickup door Yes / No 1 pt
  3. Each customer is logged at check-in with the arrival time Yes / No 1 pt
  4. The employee asks for the sales order number or the receipt Yes / No 1 pt
  5. Photo identification is checked against the name on the order Yes / No 1 pt
  6. Another person picks up only when the buyer has named that person on the order Yes / No 1 pt
  7. The order is confirmed as paid in full in the system before any merchandise is brought out Yes / No 1 pt
  8. A balance due is paid at the counter or the cashier, never on the dock Yes / No 1 pt
  9. For financed orders, the finance provider's identification rules are followed before release Yes / No 1 pt
  10. The employee confirms with the customer which items are being picked up today when the order has several Yes / No 1 pt
  11. The order is checked as a pickup order held at this location, not one scheduled for delivery Yes / No 1 pt
  12. No customer arrived during the visit for an order that was not ready for pickup Yes / No 1 pt
  13. Customers wait in a marked area away from lift truck traffic Yes / No 1 pt
  14. The customer is asked what vehicle they brought before the merchandise is retrieved Yes / No 1 pt
  15. Customers waiting at the time of the visit Number
  16. Minutes from check-in to merchandise at the pickup door for the pickup observed Number
  17. Verification before merchandise is released Rating
    • Identity, payment and items confirmed every time 5 pts
    • Payment confirmed but identification not checked 3 pts
    • Merchandise brought out before verification 1 pt

2. Product retrieval 17 items

  1. A pick ticket showing the bin or rack location is printed or sent to a handheld for each pickup Yes / No 1 pt
  2. The item number on the carton label is matched to the pick ticket Yes / No 1 pt
  3. The finish or cover on the carton label is matched to the pick ticket Yes / No 1 pt
  4. Every carton of a multi-carton item is retrieved Yes / No 1 pt
  5. A piece tagged for the customer is the one pulled, not a similar piece from open stock Yes / No 1 pt
  6. Pickups booked for today were pulled to the pickup hold area before the customer arrived Yes / No 1 pt
  7. Customers do not enter the racking or the warehouse aisles Yes / No 1 pt
  8. Lift truck operators sound the horn at the pickup door Yes / No 1 pt
  9. Floor samples sold as-is arrive from the showroom wrapped, with the as-is tag still attached Yes / No 1 pt
  10. Mattresses are brought out in a sealed bag Yes / No 1 pt
  11. Legs, shelves, cushions and hardware packs stored separately are retrieved with the piece Yes / No 1 pt
  12. A carton found damaged at retrieval is opened or swapped before it is offered to the customer Yes / No 1 pt
  13. Each item is scanned out of its location when retrieved Yes / No 1 pt
  14. Customers with an order in the hold area beyond the free storage period were called this week Yes / No 1 pt
  15. Orders in the pickup hold area Number
  16. Orders held beyond the free storage period Number
  17. Retrieval of merchandise for pickup Rating
    • Right item, complete, within the time standard 5 pts
    • Right item but slow or missing parts 3 pts
    • Wrong item brought to the customer 1 pt

3. Inspection with customer 18 items

  1. The customer is offered the chance to have the carton opened before loading Yes / No 1 pt
  2. The employee, not the customer, opens the carton with a safety cutter Yes / No 1 pt
  3. The customer is shown the finish or the cover to confirm that it is what was ordered Yes / No 1 pt
  4. Visible surfaces are looked over with the customer under good light Yes / No 1 pt
  5. The customer is told what assembly the piece needs Yes / No 1 pt
  6. The customer is told that hardware and instructions are inside the carton Yes / No 1 pt
  7. Customers who decline inspection initial the pickup ticket to say so Yes / No 1 pt
  8. The carton is closed and taped again after inspection Yes / No 1 pt
  9. When damage is found, a replacement from stock or a reorder is offered before any discount Yes / No 1 pt
  10. A discount for a flaw the customer accepts is approved by a manager and noted on the order Yes / No 1 pt
  11. A damaged piece refused by the customer is tagged and moved to the hold area the same day Yes / No 1 pt
  12. Buyers of as-is pieces are shown each flaw listed on the as-is tag before loading Yes / No 1 pt
  13. Customers picking up a mattress are reminded of the conditions of the comfort exchange policy Yes / No 1 pt
  14. The customer is told that returning a picked-up item means bringing it back themselves, per the return policy Yes / No 1 pt
  15. The inspection area has a padded surface or a clean blanket to set pieces on Yes / No 1 pt
  16. Pickups observed during the visit Number
  17. Pickups observed where the carton was opened with the customer Number
  18. Inspection of merchandise with the customer Rating
    • Offered and carried out every time 5 pts
    • Offered only when the customer asks 3 pts
    • Not offered 1 pt

4. Loading 19 items

  1. Customer vehicles are loaded at a marked pickup bay away from the truck dock doors Yes / No 1 pt
  2. The customer is asked to switch off the engine before loading starts Yes / No 1 pt
  3. Employees, not customers, lift the merchandise into the vehicle Yes / No 1 pt
  4. Two employees lift any piece above the weight set by company policy Yes / No 1 pt
  5. The cargo space is measured against the carton before anything is lifted Yes / No 1 pt
  6. Merchandise is brought to vehicle height by ramp, dock plate or ground-level door, not handed down from the dock edge Yes / No 1 pt
  7. A blanket or cardboard is placed between the piece and the tailgate or truck bed Yes / No 1 pt
  8. Sofas and chairs go into the customer's vehicle in their carton or plastic, with nothing set on top of them Yes / No 1 pt
  9. Mattresses are loaded flat Yes / No 1 pt
  10. Employees do not place a mattress on a car roof where company policy forbids it Yes / No 1 pt
  11. Glass tops and mirrors are stood against the side of the customer's vehicle with padding, not laid flat under other items Yes / No 1 pt
  12. Cartons are loaded with their arrows pointing up Yes / No 1 pt
  13. Dock employees wear safety footwear Yes / No 1 pt
  14. Dock employees wear gloves when handling cartons and banding Yes / No 1 pt
  15. In rain or snow, merchandise is loaded under cover or wrapped in plastic Yes / No 1 pt
  16. The pickup bay is clear of pallets, banding and shrink wrap Yes / No 1 pt
  17. When an item does not fit the vehicle, the customer is offered home delivery or a later pickup Yes / No 1 pt
  18. Employees working the pickup dock at the time of the visit Number
  19. Loading of customer vehicles Rating
    • Safe, protected and done by employees 5 pts
    • Safe but merchandise or vehicle not protected 3 pts
    • Unsafe lifting or loading seen 1 pt

5. Tie-down advice 17 items

  1. A sign at the pickup bay states that securing the load is the customer's responsibility Yes / No 1 pt
  2. Dock employees asked could explain what company policy lets them do when a customer ties down a load Yes / No 1 pt
  3. Employees do not tie or strap the load themselves where company policy forbids it Yes / No 1 pt
  4. Twine or rope is available to customers at the pickup bay Yes / No 1 pt
  5. Ratchet or cam straps are offered for sale or loan at the pickup counter Yes / No 1 pt
  6. Customers are told that twine alone will not hold a mattress or a large case piece at highway speed Yes / No 1 pt
  7. Customers are advised to anchor straps to the vehicle's tie-down points, not to bumpers or plastic trim Yes / No 1 pt
  8. Customers are advised to place the heavy end of the load against the cab Yes / No 1 pt
  9. Customers are advised to tape or strap drawers and doors shut Yes / No 1 pt
  10. Red flags are on hand for loads that extend past the tailgate, as required by local regulation Yes / No 1 pt
  11. Customers with an open truck bed are advised to keep the plastic on upholstery and mattresses Yes / No 1 pt
  12. Customers are advised to tie down a trunk lid or hatch that cannot close over the load Yes / No 1 pt
  13. Customers are advised to stop and recheck the straps after a short distance Yes / No 1 pt
  14. A manager is called when a customer insists on leaving with a load the employee judges unsafe Yes / No 1 pt
  15. A load release is signed when the customer leaves against the store's advice Yes / No 1 pt
  16. A printed tip sheet on securing furniture is available at the pickup counter Yes / No 1 pt
  17. Tie-down advice given to customers during the visit Rating
    • Clear advice and materials offered 5 pts
    • Materials offered without advice 3 pts
    • Customers left to manage alone 1 pt

6. Paperwork 20 items

  1. The customer signs a pickup ticket listing each item and the quantity received Yes / No 1 pt
  2. The signature is taken after the merchandise is loaded Yes / No 1 pt
  3. The name of a third person who picked up is printed on the ticket Yes / No 1 pt
  4. The employee who released the merchandise initials the ticket with the date and time Yes / No 1 pt
  5. On a partial pickup, the customer's copy shows the items still to be collected Yes / No 1 pt
  6. The order status is changed to picked up in the system before the end of the shift Yes / No 1 pt
  7. Declined inspections, accepted flaws and load releases are written on the ticket Yes / No 1 pt
  8. The customer leaves with a copy of the ticket Yes / No 1 pt
  9. Warranty or protection plan information is handed over with the merchandise Yes / No 1 pt
  10. Signed tickets are filed by date or scanned to the order Yes / No 1 pt
  11. Signed tickets are reconciled daily to the items relieved from inventory Yes / No 1 pt
  12. No merchandise left through the pickup door without a ticket during the visit Yes / No 1 pt
  13. Employee purchases are released at the pickup door by a manager Yes / No 1 pt
  14. Customers bringing a return to the dock are sent to the counter for a return authorization before unloading Yes / No 1 pt
  15. Voided pickup tickets carry a manager's approval Yes / No 1 pt
  16. Pickups completed yesterday Number
  17. Tickets without a customer signature among the last 20 reviewed Number
  18. Name of the dock supervisor Short text
  19. Overall pickup and dock operations Rating
    • Verified, inspected with the customer, loaded by employees and signed for 5 pts
    • Right merchandise released with inspection or paperwork steps skipped 3 pts
    • Wrong, unverified or unsigned releases found 1 pt
  20. Corrective actions required 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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