A will call order refers to a product or items that a customer orders but opts to pick up at the store or warehouse themselves rather than having the items shipped directly to them. Will call orders allow customers to get products right away without waiting for delivery, while also saving on any potential shipping costs. This can be a convenient option for purchases a customer needs immediately or for bulky/heavy products that are difficult to ship.
When are will call orders used?
There are a few common situations when a customer may choose to place a will call order:
- The customer needs the product immediately or as soon as possible, and picking it up in person is faster than waiting for delivery.
- The items ordered are large, heavy, or bulky, making them challenging and expensive to ship.
- The customer wants to inspect the items before taking ownership of them.
- The destination has delivery restrictions or complications.
- The customer wants to save on shipping costs.
- The store or warehouse has in-store pickup available as an option during checkout.
For example, someone purchasing lumber for a home improvement project may opt for will call since lumber can be heavy and bulky to ship. Or someone may need to pick up an item on their way to an event that day, so delivery would not be fast enough. Will call allows customers to get products right away, avoiding wait times for shipping.
How does will call work?
The will call order process generally works as follows:
- During checkout on a website or over the phone, the customer selects in-store or warehouse pickup rather than delivery.
- The items are pulled from inventory to fulfill the order.
- The customer receives confirmation that their order is ready for pickup, along with pickup instructions.
- The customer goes to the designated store or warehouse location to retrieve their purchase.
- The customer may need to present ID, order confirmation, or a pickup notice to claim their items.
- Staff brings the prepared order to the customer or has it ready for self-pickup.
- Any payment is settled at that time if not processed already.
The customer may receive a notification by email or text message when the order is ready. Pickup time frames can range from same day to several days later depending on the items, inventory, and policies. Staff will typically ask for the order information or a pickup notice before releasing items to prevent errors.
Benefits of will call orders
There are several potential benefits to using will call orders as an order fulfillment method:
- Immediate product access – Customers can pick up and obtain items right away rather than waiting days for delivery.
- Bypass shipping – Cutting out shipping removes delays from transit and having to be home for deliveries.
- Lower costs – Customers can avoid paying shipping and handling fees by picking up items themselves.
- Item inspection – Customers can inspect products before taking ownership and acceptance.
- Heavy/bulky items – Large, heavy products are easier for customers to transport themselves than paying inflated shipping.
- Restricted delivery – Pickup may be the only option for locations with delivery limitations.
- Convenience – Store pickup can be more convenient than waiting for home delivery for some customers.
The immediate product access, cost savings, and convenience factors make will call an attractive fulfillment choice in many situations. Customers have to weigh the benefits against the extra effort of picking up items themselves.
Challenges of will call orders
While will call offers advantages, there are some potential drawbacks as well:
- Customer effort – The customer has to make a trip specifically for pickup rather than passive home delivery.
- Geography – Pickup points have to be somewhat local for customer convenience and cost savings.
- Inventory management – Staff has to coordinate pulling and holding inventory for customer pickup.
- Storage space – Physical space is required to store will call orders until customer pickup.
- Failed pickup – Customers may fail to retrieve orders in a timely manner.
- Liability – Businesses take on more liability holding picked orders onsite versus shipping.
- Staff resources – Time and staff are required to manage the pickup process.
Companies need to weigh if they have the infrastructure, inventory systems, and staff to handle will call effectively. Customers also need to decide if the extra time and effort of pickup is worth it over the convenience of home delivery in some situations.
Best practices for will call order management
There are some best practices businesses can follow to optimize the will call order process:
- Provide clear instructions and expectations for the pickup process to customers upfront.
- Implement tracking to notify customers when orders are ready for pickup.
- Set appropriate pickup time frames that balance customer convenience with inventory needs.
- Establish pickup workflows to swiftly retrieve orders and assist customers.
- Organize storage to easily access and find will call orders.
- Require order numbers or ID for pickup to prevent order errors.
- Set order expiration policies so unretrieved orders can be returned to stock.
- Train staff on will call procedures to provide excellent service.
By outlining the process, tracking orders, and creating structured workflows, businesses can deliver an organized will call experience. This helps meet customer expectations while protecting inventory.
Will call order storage considerations
One key aspect of managing will call orders is figuring out storage. Some considerations for will call storage include:
- Space – Allocate enough secure, accessible space to stage and store orders until pickup.
- Organization – Use clear labeling, shelving, and bin systems so orders can be efficiently retrieved.
- Segmentation – Segment storage by order type, date, or name for faster access.
- Supplies – Have packing supplies on hand to safely package orders for transport.
- Security – Make sure the storage area is monitored and secure.
- Conditions – Maintain proper storage conditions like climate control for items that require it.
Optimizing storage space, organization, security, and ease of access helps facilitate a smooth pickup process for customers. It also reduces the likelihood of orders being misplaced or mishandled.
Will call policies
Having clear will call policies helps set expectations for customers while protecting the business. Typical will call policies may address:
- Valid forms of ID or documentation required for pickup
- Order expiration timeframe if not picked up
- Process for handling expired orders
- Hours available for pickup
- Return policies for will call orders
- Other pickup requirements or restrictions
Policies provide guidance for staff as well. They should outline procedures for pulling, storing, and retrieving orders along with steps to take if a customer does not pick up an item.
Companies should seek to make policies as convenient and flexible for customers as feasible while controlling for inventory and liability factors on their end. Setting expectations upfront prevents misunderstandings later in the process.
Will call order tracking
Order tracking helps improve the customer experience by providing visibility into the status. Key tracking steps for will call orders include:
- Order confirmation after placement
- Notification when pulled from inventory
- Pickup ready alert
- Status updates if pickup delayed
- Expiration warning notices
Tracking information empowers customers to know when their orders will be ready. It also prompts them to pick up items in a timely manner before expiration. Emails, text alerts, and status pages on a website are common methods for keeping customers informed.
On the business side, order management systems track will call orders separately from shipped orders. This provides visibility into how much inventory is committed to upcoming pickups vs. available for sale or delivery. Integrations with inventory management and point of sale systems also help update order status in real-time across platforms.
Will call alternatives
Beyond traditional will call, some other order pickup options include:
- Curbside pickup – Orders brought to the customer’s car rather than into the store.
- Lockers – Retrieving orders from secure, automated pickup lockers.
- Drive-thru – Customers receive orders by driving through a designated pickup lane.
- In-store pickup – Purchasing items online to retrieve in the physical store.
These variations make pickup faster, more convenient, contactless, or more accessible depending on the location. Locker and drive-thru options reduce customer contact with staff for health and safety.
Some additional emerging will call innovations include:
- GPS tracking that alerts staff when customers arrive
- Digital license plate recognition to identify pickup vehicles
- Automated pickup kiosks for grabbing orders anytime
As fulfillment evolves, expect options like contactless text-to-pickup and IoT smart lockers to become more common. Customers want flexible, fast, and frictionless ways to get purchases.
Will call for specific industries
Certain businesses are especially well-suited for will call order fulfillment models. Some top examples include:
- Retail – In-store pickup allows immediate gratification and bypassing shipping lags.
- Restaurants – Calling in takeout orders for quick grab-and-go pickup.
- Warehouses – Will call pickup avoids residential delivery challenges.
- Home improvement – Bulky materials picked up directly from lumber yards and suppliers.
- Auto parts – Convenient pickup for urgent replacement parts.
- Electronic stores – Ability to take new devices home right away.
- Medical suppliers – Quick access to equipment and supplies.
The combination of large product sizes, urgency, or customer impatience makes will call especially useful across these categories. But it can work for nearly any business with an on-site location and adequate order processing workflows.
Should you offer will call pickup?
Deciding whether to provide will call pickup depends on weighing several factors:
- Do you have adequate space to stage and store orders?
- Can you take on the additional inventory management complexity?
- Do you have staff resources to handle pickups?
- What are the costs vs. benefits for your business?
- Is it valuable and convenient for your customers?
- Do you have systems to track and communicate order status?
- Can you set clear pickup policies and instructions?
The main advantages of enabling will call orders are
- Faster order fulfillment
- Reduced shipping costs
- Improved customer convenience
- The ability to serve customers with delivery restrictions
- Immediate order handoff without damage/loss risks
But there are offsetting costs of inventory management, storage, staffing, customer service, and order expiration liabilities.
Weigh the benefits vs. the costs for your specific business model and capabilities. Will call works best for high-value bulk purchases where customers are eager for immediate pickup. Offering will call as an option caters to customer preferences for choice and flexibility.
Key takeaways
To summarize the key points:
- Will call orders are purchased items the customer picks up themselves from a store or warehouse.
- Customers use will call to get faster access, bypass shipping, inspect items, or save costs.
- Businesses manage will call via designated pickup areas, order tracking, and inventory commitment.
- Benefits include immediate customer gratification and lower fulfillment costs.
- Challenges revolve around space, inventory, staffing, and expired orders.
- Best practices optimize storage, track orders, communicate with customers, and set clear policies.
- Alternatives like curbside and lockers offer greater convenience and flexibility.
- Industries with large, urgent product demand are best suited for will call.
With proper processes, will call allows businesses to get products directly into customer hands quickly. Customers appreciate the ability to bypass shipping and get immediate order fulfillment. Just be sure to evaluate both benefits and costs before offering will call pickup options.
Conclusion
Will call pickup provides a valuable order fulfillment choice that caters to customer urgency and desire for instant gratification. Businesses must balance the benefits of faster fulfillment and reduced shipping against the costs of managing inventory, storage space, and order expiration liabilities. But with clear policies, order tracking, and well-planned logistics, will call can be a cost-efficient model that delights customers. The option aligns well with large or bulky items where customers want immediate access rather than waiting for delivery. Overall, will call’s ability to get purchases directly into customer hands promptly can boost satisfaction and loyalty if executed smoothly.