Click and collect is an omnichannel service, generally used in fashion retailing and groceries, which unites online shopping with physical collection. The service is a merge of e-commerce and physical retail, and offers a personal customer experience, combining comfort in purchases and convenience of place and time in the pick-up process.
Since the decline of malls in the last 20 years, e-commerce is experiencing an upward trend (in orders and delivery) that COVID-19 only accelerated. In the face of a generalized system, where purchased goods are delivered to a personal address (home, work, neighbour, etc.), there has been an increasing demand for carriers and transport systems – whose price have also seen a marked increase. This situation evidenced the necessity for alternative options that could reduce both the energy consumption and overall costs. Thus, customers started being encouraged to pick up their purchases at stores rather than have the products delivered, ultimately leading to the click and collect system.