Ecommerce / Free editable template

Click and collect (BOPIS) process flow template

A click and collect process flow, also called buy online, pick up in store (BOPIS), shows how an online order becomes a parcel waiting at a store desk. This example splits the work between the customer, the order system and the store team, from stock reservation and picking to the ready message, collection checks and the not-collected branch.

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Click and collect (BOPIS) process flow example showing customer, order system and store lanes, item-not-found and not-collected branches, collection checks at the desk
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Set the promise times

    Replace the example pick time and collection window with what your stores can manage on their busiest days. The time in the ready message should match what staff can actually deliver.

  2. Decide the exceptions

    Agree what happens when an item cannot be found or is damaged, and when a parcel is not collected. Name who reallocates stock, who refunds and who returns items to the shop floor.

  3. Check the handover

    Decide what the customer shows and what staff scan at the desk. A simple code and ID check protects against handing an order to the wrong person, and the scan closes the order.

Questions about this template

Can I change what happens when nobody collects?

Yes. Edit the not-collected branch to set your own hold period and whether the order is refunded, returned to stock or both.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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