Omnichannel Fulfillment

Manage buy-online-pick-up-in-store (BOPIS) and curbside pickup workflows: order notification to store, pick path optimization, staging area management, customer notification, two-hour SLA tracking. Handle substitutions when the item the customer ordered is out of stock on the floor but shows available in the system — the perpetual inventory accuracy problem. Staff dedicated BOPIS pickers during peak, cross-train floor associates during off-peak.

Route e-commerce orders to the optimal fulfillment node: distribution center, store, or third-party. Balance shipping cost, speed promise, inventory position, and store labor capacity. Manage split shipments when no single node has the full order. Track ship-from-store (SFS) productivity metrics: units per labor hour, cancel rates, shipping accuracy. Negotiate carrier rates by node based on volume and dimensional weight.

Process returns across channels: in-store returns of online orders (BORIS), mail-back with prepaid labels, drop-off at third-party locations. Inspect returned items, grade condition (A-stock resale, B-stock markdown, liquidation, dispose), restock to shelf or send to consolidation center. Manage return fraud: wardrobing, receipt switching, stolen merchandise returns. Track return rate by category, reason code, and customer — serial returners cost you money.