Prepare a clear handoff at pickup

For pickup associates coordinating the customer handoff once an order is ready for collection.

At fictional Harbor & Pine Market, this guide covers the collection point—not picking. Use the approved local process for policy-specific requirements.

Recognize the situation

Choose the next step based on what is happening at the collection point.

Routine collection

The approved order view and collection details align. Follow the current local handoff guidance.

Accessibility request

The customer asks for a different way to complete collection. Ask what would help, then coordinate a feasible handoff with the appropriate store role.

Order mismatch

The order view and details at the collection point do not align. Pause and raise the discrepancy with the store lead rather than guessing.

Identity-check question

The customer or associate is unsure how an identity check applies. Consult the current approved reference and route unresolved policy questions to its owner.

Coordinate the handoff

Use the organization's approved local process for requirements specific to the location or situation.

  1. 1

    Locate the order

    Open the order view approved for pickup and check the details relevant to this collection. This example does not name or provide access to a particular system.

  2. 2

    Check the approved identity reference

    Consult the current owner-approved reference for the applicable location and situation. Do not infer identity requirements from this example.

  3. 3

    Ask about an accessible handoff

    If the customer requests an adjustment, ask what would help and coordinate the next step with the appropriate store role. Do not assume what support is needed.

  4. 4

    Compare the collection details

    Check the order and collection details available in the approved process before handing items over. If they conflict or are unclear, pause and raise the issue.

  5. 5

    Route what remains unresolved

    Bring local handoff issues to the store lead. Use the established help route to reach the approved policy owner for unresolved identity-check questions.

Worked example: the bag and order disagree

At fictional Harbor & Pine Market, the customer points out that order HP-146 is for the Family pack, but the collection bag is labeled Compact pack.

Associate: “I can see the pack names differ. I’ll keep these items at the collection point while our store lead checks the approved order details.”

Handoff to the store lead: “HP-146 lists Family pack; the bag at collection point 2 says Compact pack. I have paused the handoff. Please check the order and collection record before we continue.”

The associate describes the observed mismatch, keeps the customer informed, and routes the question to the accountable role. The example does not assume a substitution, refund, or policy exception has been authorized.

Who owns the next step

Role responsibilities in the fictional example; use your organization's established help route to reach the accountable role.

Pickup associate

Guides the customer interaction, checks relevant order details in the approved view, and raises discrepancies.

Store lead

Coordinates unresolved local handoffs and helps determine the appropriate operational next step.

Retail Operations

Owns the operating guidance and its correction route.

Approved policy owner

Resolves questions about the current identity-check reference and its applicability.