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How does Click and Collect work?

3 min read

Shopping has come a long way since the days of bartering for your wares with your spare shillings. Nowadays, there are endless innovative ways to collect payments from customers, and Click and Collect is among the most popular. In a world where it’s increasingly vital to find alternative payment solutions, what does Click and Collect mean for businesses? Find out here.

What is Click and Collect?

Click and Collect simply means a customer buys a product online but collects it in- person. The term ‘Click and Collect’ was first used by Argos in 2010, and major supermarkets adopted the concept shortly afterwards. It’s no surprise that the COVID-19 pandemic has accelerated the rise of the Click and Collect model, with customers looking to reduce their time spent in -store by ordering and collecting their goods safely. Today, countless retailers have seen the benefits of Click and Collect; in fact, 2020 saw at least 80% of UK retail shops providing this service for their customers, according to Statista.

How does Click and Collect work?

Click and Collect works in three simple steps:

  1. Your customer orders online and chooses to pick up in store. They could place their order through your website, a secure payment page or app, for example.
  2. An order confirmation is sent to your customer, with details of how they can collect the item(s).
  3. Your customer visits your store (or other pickup location) and shows their proof of purchase before collecting the product.
Benefits of Click and Collect
  • Maintain your high street presence – while selling online without a physical store can be profitable for some businesses, Click and Collect means you can combine passing trade with online sales.
  • Reduced delivery costs – driving around in a delivery van takes time and money, but by putting the onus on customers to collect their goods, your schedule may feel lighter and your wallet may feel fuller.
  • Customer satisfaction – the Order and Collect model means your customers can get the same friendly in-person service when they collect the goods, and don’t have to worry about missed deliveries.
  • Flexibility – retailers have got creative with Click and Collect pickup services – from contactless drive-through and kerbside collection bays to robot deliveries in car parks. For businesses, these solutions mean reduced costs in terms of fuel or hiring delivery drivers, as well as saving valuable time.!
  • Selling large items – not every product can fit snugly through a letterbox, and may take up valuable space in a delivery van, so keeping an in-store element may relieve some of the heavy lifting when customers buy hard-to-deliver items.

Is Click and Collect right for me?

Every business is different but Click and Collect can certainly be beneficial for certain businesses. Many restaurants, coffee shops or grocery retailers use it, where customers can reduce queuing time and get fresh, hot or perishable products that don’t have to be transported.

If you run a business where your high street presence is important, Click and Collect means you can continue to build a rapport with customers and of course, upsell products in person.

Some businesses may prefer alternatives to Click and Collect. For example, you may take most of your payments by telephone, or your regulars might not be confident with computers or smartphones. Perhaps your business depends on your in-person service, such as a shoe store, barbershop or tattoo parlour, where Click and Collect may not apply.

More advice from Tyl Talks

Our articles and guides are a great resource for business owners looking for fresh ideas. Read more from Tyl Talks.


This has been prepared by Tyl by Natwest for informational purposes only and should not be treated as advice or a recommendation. There may be other considerations relevant to you and your business so you should undertake your own independent research.

Tyl by Natwest makes no representation, warranty, undertaking or assurance (express or implied) with respect to the adequacy, accuracy, completeness, or reasonableness of the information provided.

Tyl by Natwest accepts no liability for any direct, indirect, or consequential losses (in contract, tort or otherwise) arising from the use of the information contained herein. However, this shall not restrict, exclude, or limit any duty or liability to any person under any applicable laws or regulations of any jurisdiction which may not be lawfully disclaimed.

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