Click & Collect or Local Delivery
When Click & Collect or local delivery is allowed
You may offer Click & Collect or local delivery if:
- Your business has a physical location customers can safely visit.
- You have reliable staff or processes in place to manage collection or drop-offs.
- You clearly state collection times or delivery areas in your product listings.
Customers value clarity. Make sure your pickup address and available collection hours are easy to find in your vendor profile.
Setting up Click & Collect
In your vendor dashboard, enable the “Click & Collect” option for eligible products.
Enter your collection address and specify available pickup times.
Add clear instructions for customers (e.g., “Bring order confirmation and photo ID”).
If you share premises with other businesses, use signage or collection notes to guide customers to the correct area.
Offering local delivery
Local delivery is suitable if you want to serve customers within a defined radius.
- Specify your delivery area (e.g., within 15 km of your shop).
- Set a delivery fee (flat rate or free above a minimum order value).
- Confirm delivery timeframes (same day, next day, or scheduled).
Use local delivery to promote special offers, such as free delivery for weekend orders or loyalty discounts.
Customer communication
- Send confirmation messages once an order is ready for collection or delivery.
- Provide estimated delivery windows and keep customers informed of changes.
- Ensure your contact details are up to date in case customers need assistance.
Failing to notify customers when orders are ready for collection or delivery may result in disputes or negative reviews.
Health and safety considerations
- For Click & Collect, ensure a safe collection point with clear instructions.
- For local delivery, maintain safe handling and packaging practices.
Do not arrange informal collection points (e.g., meeting customers in public spaces). Always use your registered business address.
Benefits of offering these options
- Reduces courier dependency and potential shipping delays.
- Creates opportunities for personal customer interactions.
- Can boost sales during busy retail periods or local events.
“Convenience is a competitive advantage — the easier it is for customers to get their purchase, the more likely they are to return.”
FAQs
1. Do I have to offer Click & Collect or local delivery?
No. These services are optional. Only enable them if you can manage them reliably.
2. How do I limit my local delivery area?
You can specify delivery areas by radius or postcode in your vendor dashboard.
Be realistic about how far you can travel without affecting other operations.
3. Can customers pay in person when collecting?
No. All payments must go through the Kapsule platform to protect both vendors and customers.
4. What happens if a customer doesn’t collect their order?
You should contact the customer directly to arrange a new pickup time. If the order remains uncollected, you may need to process a cancellation and refund in line with Kapsule’s policies.
State your collection timeframes clearly in the product listing to reduce missed pickups.
5. Am I covered if an issue arises during local delivery?
You are responsible for ensuring safe delivery. Using insured local courier partners may provide extra protection for higher-value orders.
If local delivery fails, you must still provide a refund or replacement under consumer protection rules.
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