BOPIS (Buy Online Pick-up in Store)

Created by Jhonel Alfaro, Modified on Sat, 19 Apr at 11:04 AM by Jhonel Alfaro

General Information	Questions	SOP
BOPIS	What is BOPIS	Buy Online Pickup in Store. Customer can place the order online and have it picked up at their preferred store location.
BOPIS	How does BOPIS Work	Allows the website to access store inventory, that can be picked up at one of our store locations. *Clearance/final sale items cannot be added to BOPIS orders.
BOPIS	Where can we find BOPIS on the website	The product description page will do an inventory search for a store within a 300-mile radius of the zip code provided by the customer or entered by the agent.
BOPIS	How is BOPIS processed	• Customer places or calls to place an order The Order is sent to Store • Store associate receives and packs order • OMS sends email confirmation to customer with details • Store Associate calls Customer with pickup
BOPIS	How long is the BOPIS Process	• Get your items the same day if you order before 3pm! • The store will fulfill the order in 3 days, or the order will be systemically cancelled • Once notified, the customer has 3 days to pick up their order or it will be cancelled by a Store Associate
BOPIS	How do I handle a BOPIS Return	• BOPIS orders must be returned to a store location as the inventory comes from the store and is NOT shipped to the store. • BOPIS returns have 30 day timeframe. No additional time can be added on as stores do not have functionality to return beyond 30 days. • BOPIS orders with a tender type of Afterpay will need to have the customer’s Afterpay App present at a store location in order to process a return within the Afterpay portal, otherwise they will receive a Merchandise Credit • BOPIS orders with a tender type of PayPal will have their returns processed with a Merchandise Credit • If the customer returned a BOPIS order in store, this is not viewable in OMS.
BOPIS	If the customer never picked up the BOPIS order, how can I assist?	We must confirm the BOPIS order was never picked up with our store partners. Please enter a case to Ashley Escalations.
BOPIS	How can I assist with a BOPIS order the customer says was cancelled at the store?	We must confirm the BOPIS order was cancelled with our store partners. Please enter a case to Ashley Escalations.
BOPIS	Can someone else pick up a customer's BOPIS order?	Yes, when the customer is contacted to confirm pickup by the store associate, they should specify who is picking up the order. The information will be noted in our store system. Whomever picks up the order must show their ID for verification and a copy of the email confirmation.
BOPIS	BOPIS Order Statuses	• Waiting Allocation • Approved - Store is Preparing Order • Fulfilled -Ready for Pickup***Customer should not visit the store location without the store contacting them first to advise the order is ready for pickup. They may also contact the store if needed.

Please Note:

Currently BOPIS is temporarily unavailable.