{"id":33621,"date":"2024-01-10T12:33:51","date_gmt":"2024-01-10T12:33:51","guid":{"rendered":"https:\/\/www.parcelpending.com\/blog\/click-collect-in-store-counter-collection-vs-automated-retail-locker\/"},"modified":"2025-10-08T12:44:05","modified_gmt":"2025-10-08T12:44:05","slug":"click-collect-in-store-counter-collection-vs-automated-retail-locker","status":"publish","type":"post","link":"https:\/\/www.parcelpending.com\/en-gb\/blog\/click-collect-in-store-counter-collection-vs-automated-retail-locker\/","title":{"rendered":"Click & Collect: In-Store Counter Collection vs. Automated Retail Locker"},"content":{"rendered":"

Updated Jan 30, 2024<\/em><\/p>\n

Retail shopping has forever changed with the exponential growth of online shopping and the evolution of click-and-collect shopping since the COVID-19 pandemic. After all, e-commerce\u2019s share of all retail sales has now hit a jaw-dropping 23% during the third quarter of 2020.1<\/sup> Retail innovations<\/a>, such as improved technology and order fulfilment options, have revolutionised the way consumers shop.<\/p>\n

One of the most popular trends in retail innovation is \u201cclick and collect\u201d. Click and collect includes in-store collection from a staffed counter or till, as well as automated parcel collection from a smart Retail Locker. However, there are key differences between the two.<\/p>\n\n\n\n\n\n\n\n\n\n\n
<\/td>\nCounter Collection<\/b><\/td>\nPick-up in Locker<\/b><\/td>\n<\/tr>\n
Saves Retailer Last-Mile Costs<\/b><\/td>\nYes<\/td>\nYes<\/td>\n<\/tr>\n
Contactless Returns<\/b><\/td>\nLimited availability, substantial wait time<\/td>\nCustomers can easily self-serve, processing a return within 2 minutes<\/td>\n<\/tr>\n
Spurs Impulse Purchases<\/b><\/td>\nNo<\/td>\n61% of customers make an incremental purchase<\/td>\n<\/tr>\n
Requires staff to process orders<\/b><\/td>\nYes<\/td>\nNo<\/td>\n<\/tr>\n
Retailer Labour Cost<\/b><\/td>\nSubstantial<\/td>\nMinimal<\/td>\n<\/tr>\n
Perceived Wait Time for Customers<\/b><\/td>\n8-12 minutes<\/td>\nLess than 30 seconds<\/td>\n<\/tr>\n
Sales Impact & Loyalty<\/b><\/td>\n2x sales increases (approximately double)<\/td>\nCustomers are 4x more likely to purchase again if wait is under 2 minutes<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Counter Collection Process<\/b><\/h2>\n

In-store counter collection services have become a popular option for customers who prefer to shop online but still want to pick up their orders in person from their selected store.<\/p>\n

Here\u2019s how in-store counter collection works:<\/p>\n

    \n
  1. A customer places an online order through the retailer\u2019s website or mobile app.<\/li>\n
  2. The customer selects the in-store pickup option and chooses a nearby store location.<\/li>\n
  3. Using real-time inventory information, the retailer\u2019s site informs the customer about available pickup times.<\/li>\n
  4. A store associate picks and packs the order.<\/li>\n
  5. The customer is provided a collection notification via email and\/or SMS that their order is ready for pickup in their chosen store.<\/li>\n
  6. The customer goes to the designated in-store pickup counter and presents their order confirmation email and identification (such as a photo ID or driver\u2019s license).<\/li>\n
  7. A store associate retrieves the order from the backroom and delivers it to the customer at the pickup counter. Note: Limited support for returns at the in-store pickup counter; customers may be required to enter the store or ship the order back themselves.<\/li>\n<\/ol>\n

    Smart Locker Steps for Retrieving Orders<\/b><\/h2>\n
      \n
    1. Customers place an online order either through the website or mobile app.<\/li>\n
    2. Using real-time inventory information, retailers\u2019 sites inform customers about available store pickup location options.<\/li>\n
    3. A store associate picks and packs the click & collect order.<\/li>\n
    4. A store associate securely places the delivery into the<\/span> in-store locker<\/span><\/a>.<\/span><\/li>\n
    5. Customers are notified that their order is ready for pick-up.<\/li>\n
    6. Customers come into their designated physical store and collect their order at their convenience. Note: order pickup with smart parcel lockers typically takes less than 30 seconds.<\/i><\/li>\n
    7. Lockers also support contact-free returns, a process that also takes less than 30 seconds for a customer to complete. That means customers don\u2019t need to worry about the hassle of checking their selected store\u2019s opening hours or waiting in long lines to make a return.<\/li>\n<\/ol>\n

      The Key Advantages of Smart Retail Lockers<\/b><\/h2>\n

      Click and collect service options solve the problem of last-mile delivery. In fact, US retailer Target estimates that it costs an average of 40% less when shoppers choose a click & collect order collection option compared to the average shipping costs from a warehouse.<\/p>\n