BOPIS: Buy Online, Pick-Up in Store

What is BOPIS?
BOPIS stands for Buy Online, Pick Up in Store.

BOPIS allows retailers to blend the online and in-store experience to engage
with customers while offering a more convenient way to shop.

The store fulfills the online order

There are two scenarios when ordering through BOPIS.

1. if the item is in stock at the customer’s chosen local store at Santacruz

/Chembur), a dedicated store associate can use an Website and Email easily
locate, pick and pack the order to hold for the customer at Packing Counter.

Then our associate can send an email / SMS/ Whatsapp or phone call
notification to the customer letting them know it’s ready for pickup.

2. On the other hand, if the store does not have the item in-stock, Example if
Customer orders 2 pcs of merchandise and Chembur store has only 1 pc. Then
associate must order from a Santacruz store or from Ware House

Once it arrives, the customer is notified and it will be available for pick-up at
his or her convenience.
3. The customer picks up the order
 At both the store at Packing counter we have to Place a Board saying
BOPIS Counter
 When Customer visit at packing counter ask them to visit the store once
and have a look mean while we will arrange your packed merchandise
 Tally the Merchandise with the online Bill and take Acknowledgement of
customer
 For security purpose ask customer to show the SMS/ Whatsapp
notification of BOPIS send from the store
 Incase if customer had not came to pick the merchandise as per
schedule day Santacruz store will send the stock to ware house and
whenever customer came back it will be handover to them

BOPIS Performance:-

 It will Save Shipping Cost both for customer and for Mahavir
Home store
 Over 50% of BOPIS is used during Holidays
 When BOPIS customer comes to store we have a chance to
generate additional business at store. By checking their shopping
details and provide them related merchandise
 BOPIS is used to save time & Money
 FAQ of BOPIS

1. How do I place an order For BOPIS?

 Log on to our Mahavir Home Store Website
 Choose your favourite products and check whether they are
eligible for BOPIS and available at your nearest Store Santacruz &
Chembur
 Add the Product to your wish list and Proceed to Check out
 Select you Payment options
 Online Bill will Be generated
 You will receive Confirmation Mail or SMS of Successful payment
and order Placed
 Once the Product is ready you will receive call from the store
 Pick your order from the Store.

2. How Much is the additional Cost to avail BOPIS

 There are no additional charges for this service, it is absolutely
free

3. How do I pay for Store Pick up order?

 Currently this facility is available only for pre-paid orders. You can
pay using Debit card, Credit Card, Net banking, online payment
options

4. How can I cancel my order?

 If you have changed your mind after making the purchase, simply
contact our Store Manager & Inform Them they will cancel the
order for you and suggest on the payment you have made
(For refunding the Payment it will take seven working Days)

.
5. Can I return/exchange the product?
 Yes, product purchased BOPIS option can be exchanged in stores.
A credit note (valid for 3 months) will issued which can be used for
a purchase only at physical store of Chembur & santacruz Store.
provided the merchandise is in its original and saleable condition
with original invoice.(Customer has to visit the store personally
along with merchandise for exchanged it can’t be picked from the
Home)

6. Can someone else collect the order on my behalf?

 You can choose the name of person at the time of placing the
order. Please choose ‘Pick up by someone else’ option and fill in
required details of the person (name and mobile number) who will
be collecting the order. (Need to check with Global linker Team)

 Incase in emergency scenario you could not able to come for pick
up from the store from your registered mobile number call the
respective store manager and inform him about the person who
will come for pick up and send a SMS / Whatsapp from your
number who will come to pick up the merchandise
Secondly he should present invoice copy on whatsapp or mail to
store team.

7. How long will you hold my order?

 We will hold your order up to 7 days from the date of pickup
confirmation of your order. After 7 days, We will courier it your
place and you have to handle the Courier charges
 Team & Their Work Flow

Online orders which

Global Linker provide Support for
will dispatch via
online order & BOPIS order
Courier

In Case Store Inform to

Ecommerce Team Stock is BOPIS order for
not Available...PO Has to Ecommerce Team will identify Santacruz Store
Generate on BOPIS by orders from online Daily Basis and
Ecom Team via mail by Every Half hour Time line
providing customer
Details

BOPIS order for

Chembur Store

Direct Courier Santacruz Store Chembur Store

Ecommerce Team will E com Team will pass Details to

E com Team will pass Details to
guy arrange stock store manager of BOPIS List----
store manager of BOPIS List----
from Floor and Pack it Store Manager on priority will
Store Manager on priority will
and keep ready stock arrange Stock and keep ready in
arrange Stock and keep ready in
and will arrange a carton with customer name &
carton with customer name &
courier team to pick number and will update to
number and will update to
up the Stock Customer on phone call---packing
Customer on phone call---packing
counter will handover stock to
counter will handover stock to
customer.....After delivery E com
customer.....After delivery E com
team will complete record on file
team will complete record on file
 Mistake Should Avoid while BOPIS
 Staff Training on BOPIS:- Each & every Staff of Both Branch should be aware
of BOPIS Program.
o What is Policy of Bopis
o What is work Flow
o If stock is already given to BOPIS customer at delivery it can’t be
removed from the packing and can’t be given to floor physical
customer..because already communication is send to BOPIS customer
and this can’t create negative impact
o Treat BOPIS customer has a store physical customer and get them to
increase bucket size
o No delay from store should be done while handling stock to our staff
for BOPIS client
o E com team and Store team has to keep on looking the enquiry on
web page cant give excuse i was busy and not seen the customer
details
 Create Signage’s :- At packing Counter BOPIS signage’s as to Displayed were
customer can easily visible
 No Service Compromise:- No service Should get compromised
 No wrong Communication :- Store manager should make double check at
packing counter stock is ready of every BOPIS customer because we should
not sound from Packing Counter “Sir, your order is not ready and i have to
check your list now and has to pull the stock from the floor and pack it for
you”wait for 10 min..” Definately this will loose our BOPIS customer
 Not Able to trace Parcel :-
o Customer is at store for pick up and we are not able to trace
customer stock which was packed and kept ready

o The customer places an order, receives SMS / Call that the

order is ready for pickup, arrives at the store… only to be
told that his order is unavailable due to an inventory mix-up
 Real Time Inventory :- Ecommerce staff has to keep on checking real
time inventory...stock which is not available from system has to get
delisted from mahavir page...because if customer select that product
and we have to get arrange from vendor and provide to customer will
take time and it will not solve the problem
All staff of Packing counter has to be ready for upgrading them in soft
skills as well as handling regular staff and BOPIS customer delivery at
store