Page 4 - BOPIS Curbside Guidebook

BOPIS Curbside Operational Guide

Process Review

Picking Process – Picker Role
• Order picking process will remain the same, however the BOPIS SLA will change to 1
hour. Orders are expected to be picked within 1 hour from dropping to your store.

• When picking orders, check all areas of the store (backroom, salesfloor) for product to
ensure a low rejection rate.

Guest Pickup Process

1 Guest is prompted on confirmation email to call store # to alert associate of
arrival and to have trunk/hatch/backseat open for order drop off.

Assigned Phone Manager answers the phone:
2 “Thank you for calling Ulta Beauty at STORE LOCATION, where the
possibilities are beautiful. This is ________; Are you picking up an order
today?” If yes – SAY, “Can I have your first and last name to lookup your
order?”

3 Manager/Associate ( Phone Management Role ) should find order in order
pickup counter and scan the order identifier with the MIA to pull up the order.

 Verify product selection over phone with the guest to
ensure order is correct
 Ask guest for their car make / color details
 Remind the guest to pop their trunk & indicate where
should park
 Records order details on the BOPIS Order Tracker

Assigned Runner walks order to car, No ID validation necessary (temporary
4 process change) and places bag in trunk (first option) or back seat (second

option).
 Leader in the store is to maintain visibility of the runner when outside of
the building.

5 Runner walks back into the store and locks door behind them.
 Phone Manager processes the order as picked up through the MIA device.