Retail stores have undergone significant changes in the last few years. The pandemic has made these changes happen even faster. More shoppers are buying online and choosing in-store pickup. This service is growing fast. By 2027, the buy online, pick up in-store (BOPIS) will be worth $703 billion. Each year, it grows by 19.3%.
These numbers indicate that people really like this new way of shopping. To meet this trend, stores must offer in-store pickup services to keep up with their competitors.
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Understanding the In-Store Pickup Basics
Let's briefly explain the essential terms you need to understand but with real examples of how in-store pickup works in everyday life.
- In-store pickup: Customers order online and then go to a physical store to pick up their items.
- BOPIS (Buy Online, Pick Up In Store): One of the most popular forms of in-store pickup.
- Click and collect: This is essentially BOPIS but highlights the convenience of ordering online.
- Curbside pickup: Customers wait in their vehicles along the curb as staff delivers orders.
1. What is In-Store Pickup?
In-store pickup is a modern retail service through which customers place orders online and collect their goods whenever they wish from the shop. No waiting, no searching in the aisles.
For instance, if Tom orders his daughter's birthday gifts from Target online at midnight, he can pick them up on his way to work the next morning. Tom doesn’t have to wait for shipping.
2. What is BOPIS (Buy Online, Pick Up In Store)?
You might hear stores call it BOPIS, which means "Buy Online, Pick Up In Store." You shop, pay on your phone or computer, and then swing by the store to get your stuff. This represents a complete shopping journey from online orders to in-store collection.
For example, you order your weekly groceries during your lunch break at work. When you finish work, you collect your order, which is already picked, packed, and ready. Walmart reported a 79% increase in BOPIS sales during the pandemic. That is a clear indication that this method is underlining the needs of today’s shoppers.
3. What is Click and Collect?
Similar to BOPIS, some places call it “click and collect” and add nice extras. You might get a special parking spot near the door or pickup lockers.
For instance, Home Depot's click and collect service provides dedicated parking spaces marked with orange signs. Customers can also pick up their orders from secure lockers 24/7.
4. What is Curbside Pickup?
Curbside pickup is a contactless delivery service where store staff brings orders directly to customers' vehicles. If your customers are really in a hurry, they can try curbside pickup. Drive up, park, and the store brings orders to their car. This started during Covid, but people loved it so much that stores kept doing it. It's perfect when shoppers have kids in the car or don't want to go inside.
For example, Jerry pulls into a designated spot at Best Buy, clicks "I'm here" on your phone, and a staff member brings a new laptop right to his car. Therefore, Jerry doesn't have to unbuckle his seatbelt.
Top 5 Benefits of In-Store Pickup: Why It Matters
Let's find out the top 5 benefits of In-store pickup and why you should opt for it.
1. Decrease Shipping Costs and Shipping Time
When stores offer store pickup for online orders, they save on delivery costs. They only need to pay to ship items to their stores, not to each customer's house.
This setup works great for everyone. Customers who want their stuff quickly can pick it up from a nearby store without paying extra. Those who don't mind waiting can still get home delivery. By giving people these choices, stores can keep up with big online retailers like Amazon. It helps them keep their customers happy and coming back.
2. Enhance Customer Convenience
Today's shoppers hate paying for shipping. They also don't want to wait days for their orders. A recent survey by AlixPartners found that 42% of shoppers choose in-store pickup to avoid shipping costs. Another 35% pick it up because they need their items the same day.
3. Increase Foot Traffic and Sales
“Foot traffic is and will continue to be the lifeblood of retail.” - Harvard Business Review.
Indeed, this model brings people into your store. Target reported that 85% of their BOPIS customers make additional purchases when picking up orders. This means more unplanned sales for retailers. In addition, store owners can upsell/cross-sell by offering small discounts to customers who choose pickup. Everyone wins - customers save money, and stores still profit.
Think about it. Tom comes in to pick up his online order of coffee pods. He sees a sale on coffee mugs and ends up buying three mugs he didn't plan to get. This happens more often than you might think.
4. Improve Inventory Management
With BOPIS, smart retailers use their stores as mini-warehouses. This approach works better than having separate warehouses. Here's why:
- Stores can sell the same item both online and in-store
- They can fulfill orders faster
- They save money on separate warehouse costs
Walmart turned 3,500 of its stores into mini fulfillment centers. This change cut their delivery times in half. It also saved them millions in storage costs.
5. Reduce Returns
Online returns cost stores a lot of money. They must pay to ship items back to warehouses and prepare them for sale again. Sometimes, it's so expensive that stores just throw away returned items instead of reselling them. Either way, the store loses money.
But when customers pick up orders in person, it's totally different. They can check their items right there in the store. If something's not right, they can swap it for something else on the spot. This means fewer returns, which saves stores big money in the long run.
Top 4 In-Store Pickup Best Practices to Boost Customer Experience in 2025
Here are the must follow 4 In-store pickup best practices that can help you boost customer experience.
1. Make Your Process Crystal Clear
A. Communication Is Key
Don't leave customers guessing. The retailer should send updates about their order through multiple channels:
- Text messages when the order is received
- Emails with pickup instructions
- App notifications when the order is ready
- Clear signs in the store showing where to go
B. Build a User-Friendly Online Experience
Your website should make ordering easy. Very easy. Here's what customers should see:
- Clear "Pick up in-store" buttons
- Real-time inventory at each store
- Simple pickup time selection
- Easy-to-follow instructions
The app and website of your stores must show exactly which items are available for pickup. It tells your customers which aisle to find them in if they prefer to shop in-store.
2. Cut Down Wait Times
A. Train Your Team Right
All store staff need training on how to handle BOPIS orders. Each day, specific team members should be assigned to take care of these pickups. Stores need enough workers to handle both BOPIS orders and regular customers. The right staffing balance depends on your store. Some locations get many online pickup orders, while others focus more on in-store shopping.
Your staff needs to know precisely what to do:
- Grab orders within 3 minutes of a customer arriving
- Know where pickup orders are stored
- Handle common pickup problems
- Help customers quickly and cheerful
B. Create Smart Pickup Areas
Your store needs a clear pickup spot for online orders. This could be a counter near the entrance, some lockers, or a marked area outside for curbside service. Make sure both workers and shoppers can get to the pickup spot quickly. A well-placed pickup area makes everything run smoother and keeps customers happy.
So, your pickup area should be:
- Near the entrance
- Clearly marked with big signs
- Easy to find
- Not blocked by other shoppers
3. Streamline Online and In-Store Integration
In order for BOPIS to work, stores need sound computer systems to make pickup orders work well. We've seen many retailers succeed with solutions like Magento POS with BOPIS. The system combines modern point-of-sale features with real-time inventory tracking and BOPIS functionality in one place.
Notably, POS with BOPIS is ideal when you:
- Have medium to large operations that handle high-volume in-store sales
- Need complex inventory management across multiple locations
- Process large pickup orders daily
- Prefer data synchronization between online and offline sales
- Require advanced reporting and analytics
- Want unified customer data across channels
When someone orders online for pickup, the system automatically updates how many items are left. Store staff can see pickup locations in advance and prepare orders efficiently. Moreover, Google Maps integration makes it simple for customers to find nearby store locations for collection.
Setting up these systems costs money at first. But it pays off by helping stores manage their stuff better. They can spot when items are running low and use older stock first. This enables smarter inventory replenishment across the supply chain. Therefore, retailers can keep the right products in stock at the right time.
4. Make BOPIS Secure, Contactless, and Easy with In-Store Pickup Extension
Setting up a secure and efficient BOPIS system doesn't have to be a headache. Magento store owners need a powerful solution at their fingertips. With the right tools, these stores can easily add BOPIS features.
For example, The MageDelight In-Store Pickup extension for Magento 2 offers an end-to-end solution. It tackles security, convenience, and customer experience in one smart package.
This BOPIS module works best when you:
- Small to medium retailers that have limited in-store operations
- Already have your own POS to handle large transaction volume
- Need basic pickup management
- Want a cost-effective starting point
- Have simple inventory tracking needs
- Process small BOPIS orders daily
Here's how it makes BOPIS secure and easy:
1. Secure Order Verification
- Each order gets a unique delivery PIN
- Customers receive this PIN in their email and account
- Store staff verify the PIN at pickup to ensure the right person receives the order
- This prevents fraud and mix-ups during busy times
2. Customer-Friendly Features
- Customers can see all nearby pickup locations right on the product page
- They can choose convenient pickup time slots
- The system shows store hours and holiday schedules upfront
- All pickup details are easily accessible in the customer's account
3. Smart Store Management
- Store owners can manage multiple pickup locations
- Each store can set its working hours
- Holidays can be marked in advance
- Real-time inventory tracking across all locations
- Import/export store data using CSV files for easy setup
Small stores and big retail chains can both use this extension. It works with all versions of Magento 2, including Adobe Commerce and Adobe Commerce Cloud.
Is In-Store Pickup Worth Investing for Your Business?
Digital shopping has been growing steadily for years. We've now reached a critical moment after massive investments in omnichannel infrastructure. Customers have gotten comfortable with online and hybrid shopping experiences. They aren't planning to return to old shopping habits.
Our research points to an interesting strategy: Buy Online, Pick Up In Store (BOPIS). This approach could be the perfect bridge for retailers wanting to connect with online and offline customers.
Instead of resisting digital transformation, smart retailers are finding ways to blend digital convenience with the personal touch of in-store experiences.
For more updates on digital retail trends, please refer to our recent blogs at MageDelight. Thank you for reading!