In-store pickup has grown because it solves a real equation: customers want convenience, and retailers want to reduce delivery costs while bringing customers back into the store. However, an operation that should be simple has created a new blind spot that many retailers are still managing on the fly.
What is a pickup token
A pickup token is a validation mechanism that ensures the product reaches the hands of the person who actually made the purchase. When a customer completes an online order and chooses in-store pickup, they receive a unique code linked to that order. Upon arrival, they present the token, the retailer validates it, and the product is handed over.
On the Logstore platform, the token is part of the pickup order management workflow, connecting the moment of purchase to the moment of physical delivery with traceability at every step.
How the token works in operations
- Automatic generation at the time of purchase: when opting for pickup, the customer receives a token linked to the order without any manual action from the store. The process does not rely on staff remembering to send anything.
- Validation at the pickup counter: the staff member scans the token, confirms the order, and releases the product. No more rushing to type in tax IDs, no more order numbers the customer can't remember, and no more subjective judgment calls about who is in line.
- End-to-end traceability: every pickup is recorded with the time, the responsible staff member, and the corresponding order. When a dispute reaches customer service, the evidence is already there.
- Learning from feedback: when the workflow is under control, the retailer can see where the pickup operation stalls. You get insights into average pickup time per store, peak demand hours, and which staff members need support.
"67% of customers who pick up an order in-store buy something else while they are there. This conversion only happens when the customer arrives, picks up their order without friction, and still has the time and inclination to walk around the store."
What happens when the operation is under control
Leroy Merlin, with 53 stores operating via the Logstore platform, saw a 92% growth in in-store pickup operations after unifying order management into a single environment. When the validation workflow is clearly defined, the pickup counter stops being a bottleneck and starts functioning as a well-calibrated touchpoint.
