Quick answer
Store pickup, or click and collect, lets customers order on your website and collect from your shop. It saves them delivery charges and saves you courier costs and packing. Set clear pickup hours, confirm when the order is ready, decide whether to take payment online or at pickup, and use the visit to help customers find more.
Store pickup, often called click and collect, lets customers order on your website and collect from your shop at a time that suits them. For a shop with a counter, it is one of the easiest ways to sell online: there is no courier to book, no delivery charge for the customer, and no packing for a long journey. To run it well, you need clear pickup hours, a "ready for pickup" message, a decision about paying online or at the counter, and a simple routine to keep orders organised behind the counter.
Why offer store pickup?
- Customers save delivery charges and do not wait for a courier.
- You save courier costs and avoid damage on the way.
- Same-day orders become possible without your own delivery staff.
- Visits lead to more sales. People who come in often pick up something else.
- It suits heavy, bulky or fragile items: school book bundles, plants, cakes, furniture, festive hampers.
- It builds local trust. A customer who can walk in is more comfortable ordering online the first time.
Which businesses does click and collect suit?
| Business | Why pickup works |
|---|---|
| Kirana and grocery | Order on the way home, collect a packed bag in minutes |
| Bakery and sweet shop | Cakes and festive boxes are safer carried by the customer |
| Bookshop and stationery | School lists are heavy and urgent |
| Pharmacy and wellness | Customers prefer collecting in person; check any rules that apply to your products |
| Restaurants and cafés | Takeaway without aggregator commission |
| Hardware and electricals | Bulky items, and customers want advice at the counter |
| Boutiques | Customers can try the piece when they collect |
How do you set up store pickup?
- Switch on pickup as a delivery option at checkout. In UpMinutes, store pickup is a built-in option, with pay at pickup if you allow it.
- Show your address clearly, with a landmark and a Google Maps link on your contact page.
- Set pickup hours. Your opening hours by weekday tell customers when they can come. Be realistic: if the shop is busiest at 7 pm, pickups then will be slower.
- Say how soon orders are ready: "Ready in 2 hours", "Ready next working day", or for cakes, "Ready on the date you choose".
- Decide where pickups wait: a shelf or rack behind the counter, with orders labelled by name and order number.
- Test it. Place an order yourself, pack it, mark it ready, and collect it.
Should customers pay online or at pickup?
Both have their place:
- Pay online (UPI, cards, net banking) is best for made-to-order, custom or high-value items. The customer is committed and the counter moves faster.
- Pay at pickup suits regular local customers, groceries and small orders. Some customers will not order online at all unless they can pay when they see the goods.
A common approach is to allow pay at pickup for standard items and require online payment for anything made specially. Our guide to UPI, cards and cash on delivery covers the trade-offs, and payments go to your own bank through your Razorpay account.
What should the pickup process look like at the counter?
A pickup should take less time than a normal purchase. If customers queue behind walk-in shoppers to collect an order they have already paid for, they will not choose pickup again. A simple process:
- Pick and pack as soon as the order arrives, or at fixed times such as 11 am and 4 pm, so orders are ready when you promised.
- Label the bag with the customer's name, order number and "Paid" or "Pay at pickup".
- Tell the customer it is ready, using the WhatsApp button on the order or by email.
- At the counter, ask for the name or order number, check it against the label, and hand it over. For pay-at-pickup, take UPI or cash and mark it paid.
- Update the order once collected, so your order list stays accurate.
If several people work in the shop, give them the right access. UpMinutes team roles include an orders role, so a counter assistant can handle pickups without seeing settings or reports.
What should your pickup messages say?
Keep each message short and complete. A ready-for-pickup message might read:
Hi Ravi, your order #2318 is ready to collect from Lakshmi Stores, 14 Gandhi Road, near the bus stand. We are open 9 am to 9 pm, Monday to Saturday. Please show this message or your order number at the counter. We will keep it for you until Friday.
Include the shop name, address with a landmark, hours, what to show at the counter, and the hold period. Nothing else is needed.
How do you prevent no-shows?
An uncollected order ties up stock and shelf space. To reduce no-shows:
- Send a clear "ready for pickup" message with the address, hours and order number. Order updates can go by email and WhatsApp.
- Say how long you will hold the order: "We will keep your order for 3 days."
- Send a friendly reminder on the second day.
- For pay-at-pickup orders, release the stock after the hold period and tell the customer.
- For repeat no-shows, ask that customer to pay online next time.
How do you turn a pickup into a bigger sale?
The pickup visit is a chance to be the friendly local shop that big online sellers cannot be:
- Keep pickups near a small display of new arrivals or add-ons: candles next to cakes, refills next to pens, blouse pieces next to sarees.
- Mention anything relevant: "The kurta you ordered also comes in green; would you like to see it?"
- Hand over a card with a small coupon for the next online order.
- Ask happy customers to leave a review; UpMinutes can send review request emails after an order is delivered.
Can you offer pickup and delivery together?
Yes, and most shops should. Offer pickup for everyone, local delivery by distance for nearby customers, and courier delivery for the rest of India or abroad. In UpMinutes, delivery zones can be set by PIN code, city, state, distance from your store or other countries, each with its own charge and delivery estimate. Our guides to shipping in India and hyperlocal delivery with your own riders cover the other options.
What about GST on pickup orders?
For a pickup order, the goods are handed over at your shop, which affects how the place of supply is worked out for GST. Ask your CA how this applies to your business, especially if customers from another state collect from you.
Store pickup checklist
- Pickup switched on at checkout.
- Address, landmark and map link on the site.
- Opening hours by weekday set.
- Preparation time stated on product pages.
- Payment rules decided: online, at pickup, or both.
- Ready-for-pickup message and hold period agreed.
- A labelled shelf for orders waiting.
- A small display of add-ons near the counter.
If you run a shop and want to try click and collect, see our guide to taking your offline shop online, or start a 14-day free trial of UpMinutes.
Frequently asked questions
Do customers pay a delivery charge for store pickup?
No. Pickup orders usually have no delivery charge, which is one of the main reasons customers choose them.
Can customers pay cash when they collect?
Yes, if you allow pay at pickup. Many shops allow it for standard items and ask for online payment on custom or high-value orders.
How long should I hold an uncollected order?
Two to three days is common for regular items, shorter for fresh food. State the hold period in the ready-for-pickup message.
Can I offer pickup from my home instead of a shop?
You can, but think about privacy and safety. Some home sellers use a set pickup point or fixed hours instead of sharing their full address publicly.
