Store Pickup BE

[brendan-shea-pm]

Operators will use Kinetic to manage the Store Pickup settings for their Locations. These settings will control various aspects of the Store Pickup experience, include when and where it is available, information and instructions given to customer, and inventory thresholds

A number of attributes created during Multi Location Inventory will be referenced in this workflow, including:

• Location ID: A user assigned value, such as a store number or other internal identifier
• Location Name: A user assigned, customer-friendly name for the location
• Location Type: Classifies the location, certain other attributes will be based on Location Type (eg: a Store type will have a Store Hours attribute, but a Warehouse would not have a Store Hours attribute)
• Fulfillment Types: Indicates which types of fulfillment types are available for a Location. For each Location, each of these Fulfillment Types will either be true or false, and will default to false. New Fulfillment Types will be added over time.
• Fulfillment Methods: Fulfillment Methods are different kinds of Fulfillment Types, so a subcategory of type. These Methods can be enabled or disabled for location . For example: In Store and Curbsides are fulfillment methods within the Store Pickup fulfillment type.
• Store Hours: The hours that the store is open for business
• Store Pickup Hours: Hours that a customer can pick up an item in store. May be the same as Store Hours.
• Expected Pickup Time: Indicates how much time a customer should expect will pass before an item is available for pickup in store. Values include (in hours) 2, 4, 6, 12, 24, 48, 120 (5 days), 168 (1 week), 336 (2 weeks)
• Pickup Instructions: A text string that a user will complete to instruct a customer on how to pick their item up at the store.

NEW ATTRIBUTES should be added as part of the Store Pickup Initiative:

• Pickup Window / Expiration: Date where the order is cancelled if not picked up, should be an operator-selected amount of days from the time the order is created. Managed at the Location level
• Low Stock Inventory Threshold: An attribute unique to a Location ID, which is used to determine a default minimum amount of inventory for all products in that location.

Store Pickup Order Flow

This part of the workflow captures how orders move the system and get serviced in order for the customer to be able to pick up their order. Pickers and Fulfillers will be focus of this flow, and most of it will occur within Kinetic. 3rd Party systems such as Inventory Management, POS, etc will likely play a role at any specific client integration.

Order Flow

Generally the flow is as follows:

Order is created, appears in the Store Pickup order list

Picker reviews order and order is Picked, Packed, and Prepped, which means one of the following for each item in the order:

• Picker retrieves item and item is marked complete
• Picker attempts to retrieve item and item is unavailable
• Picker attempts to retrieve item but there is some issue with the item which requires more investigation by picker, customer support etc

Once all items in the order have been marked either Ready for Pickup or Item Unavailable, the Order Pick Status is Ready for Pickup

Customer is notified Order is Ready for Pickup

Customer can view Order status (Storefront)

Customer arrives at Location

Fulfiller verifies Customer identify

Fulfiller delivers items to Customer

Fulfiller marks Order as Complete

Alternate outcomes:

• If some items in order are unavailable, the customer is notified and the unavailable items are removed from the order
• If all items are unavailable, order is cancelled and customer is notified
• If Customer doesn’t pick up order by the Order Pickup Deadline, the order is cancelled and picked items are returned

New Attributes

Orders will have new attributes added to support the Store Pickup workflow. These attributes include:

Order Pick Status

• Prepare for Pickup - Order contains items that are not Picked
• Ready For Pickup - All items in order have been through the Picking process and items statuses are either Picked or Item Unavailable. This setting could be auto calculated from the Item Pick Statuses in the order
• Pickup Complete - Fulfiller sets this status to indicate the customer has picked up the order
• Needs Attention - There was an issue with the pick up and some or all of the items in the order will not be picked up

Item Pick Status - Each item in an order will have this attribute that can be manually updated by a picker or operator. The values for this attribute are:

• To Be Picked - Item has not been picked yet, this is the default status for all items in an order
• Item Issue - A generic flag to indicate something is being investigated or resolved related to an item
• Item Unavailable - Indicates picker could not pick item
• Picked - Item has been picked, packed and prepped

Store Pickup Dashboard
Kinetic will have a specific area dedicated to Store Pickup, where Pickers and Fulfillers can view order information for their Location in a series of listing pages, and then take action on those orders in the detail page.

Store Pickup Order Listing Pages

The following listing pages will be available, including orders that are filtered based on their Order Pick Status

• Prepare for Pickup - Shows all orders for a location that are pending picking, packing, and prepping. This will be the list the Pickers work from
• Ready for Pickup - Shows all orders for a location that are ready for pickup. This will be the list Fulfillers work from
• Completed - Shows all orders that have been Pickup for a location
• View All - Includes all Items for the location regardless of Order Pick Status

Each Listing Page will show the following information, which is searchable and filterable by the user. The default sort order will be descending by Order Age
Order Number
Order Date
Fulfillment Method
Amount
Item Count
Order Pick Status
Order Age
Customer Name

Store Pickup Pick List Listing Page
In addition to being able to view a listing page for orders, users can also view a Pick List listing page which shows a list of all items that need to be picked for a store. It shows one row for each item, along with sub rows for each order that includes the item. This makes it the picking process easier because it allows Pickers to retrieve the correct quantity of items needed for a group of orders that includes that item, rather than picking one order at a time and needing to retrieve that same item multiple times.
Item Name
Product ID
Thumbnail
Total Number of Units to Pick - a sum of total units from all relevant orders. This number should update based on any filters a user applies to the listing page, for example, show me a list based on orders that have an Order Age greater than 2 days
List of Orders - Each order is a row that shows the Order ID and the number of Units needed

Store Pickup Order Detail Page
The fulfillment of Store Pickup orders will be tracked and managed in the Store Pickup Order Detail Page. The detail page will also include any items that were shipped as part of the larger order. In the detail page, Pickers and Fulfillers will be able to view and manage information around the overall order status and deadline, along with the statuses of each item in the order.

Order Pick Status and Item Pick Statuses will be managed in the Store Pickup Order Detail Page. Pickers will be responsible for updating the Order Item Statuses, and well as getting and Order Pick Status to a Ready for Pickup status. From there, Fulfillers will manage the actual pickup of the order by the customer and ensure it is reflected in the Order Pick Status. Fulfillers will be the ones to Complete or close an order.

The Store Pickup Order Detail Page will contain the following information:

Fulfillment Group information that separates items by Fulfillment Type, for example a Shipping section that shows items to be shipped and a Store Pickup section that shows items to be fulfilled via store pickup.
These groups will contain Product information including Product Name, ID, Price, thumbnail image, and quantity. Each Product will have controls for its Item Pick Status

The detail page will also include

An Order Summary that has line items for subtotal, shipping, surcharges, tax and order total

Payment information including Payment method and payment status information

Customer Information used to verify a customer’s identity for pick up

Order Notes that Pickers and Fulfillers can use for communication

DATA AND ATTRIBUTES

A summary list of data and attributes that will be needed in order to make Store Pickup possible. Each of these are outlined in information across the requirements but wanted to created a summary list here to capture the scope.

Customer
Customer Name
Current Location
Favorite Location
Chosen Location

Location
Location ID
Location Name
Location Address
Location Phone Number
Location Type
Fulfillment Types
Fulfillment Methods
Store Hours
Pickup Hours
Expected Pickup Time
Order Pickup Deadline
Pickup Instructions
Low Stock Inventory Threshold

Order
Customer Name
Order Number
Order Date
Order Age
Fulfillment Type(s)
Fulfillment Method(s)
Order Pick Status
Total Item Count
Unit Count by Item
Subtotal
Shipping Charges
Surcharges
Tax
Amount
Payment Method
Promotions and Discounts
Order Notes

Product
Product Name
ID
Price
Thumbnail image
Product Inventory at a Location
Order Summary (which orders contain the item)
Item Pick Instructions (Team lift etc)??

Requirements Doc: https://www.notion.so/merchstack/Store-Pickup-Enterprise-b0323f38ae294d3da358254d16eac7c1

Kinetic Mockups: https://www.figma.com/file/vWot2cXXgjcsLpMq4SAX90/Kinetic?node-id=2907-48472&t=TqQTegf10t9Mzc4t-0

Storefront Mockups: TBD