Page 10 - In-Store and Curbside Pick Up Job Aid

Process a Curbside Pick Up Order

Step 1 – Retrieve the customer’s item(s)

• The customer arrives outside the store or mall and calls the store upon their arrival.

• If there is nobody available to deliver items to the customer, invite the customer to pick up
their order inside the store. See Process an In-Store Pick Up Order for more information.
• Curbside delivery will not be available if you have limited staff availability, inclement weather
and the pick up is requested outside of curbside pick up hours.

7. Ask the customer for the following:
• First and last name

• Order number
8. Validate that the order is ready for pick up in QuickFind.

• If the order is not yet ready, instruct customer to wait for their “Ready for Pickup” confirmation
email.

• If the order is cancelled, apologize for the cancellation, and provides a reason (inventory or
older than 5 days).
• See if the items are available in another store and offer the customer ship to home options on
items which are not available through Store Order.

9. Request additional information from the customer:
• Telephone number (in case you cannot find the customer at the designated pickup area)

• Car’s make, model, color, and license plate number
10. Provide the customer with the pickup instructions:
• Directions to the designated pickup area.

• Process they are to follow at time of pick up.
11. Retrieve the items from the designated area.

Ensures all bags are retrieved as there may be more than 1 bag per order.

Step 2 – Deliver the Items and Confirm Pick Up
1. Validate the item(s) and quantities in the bag(s).

2. Put on a safety vest and go to the customer’s car.
3. Through the car’s window, verify the customer’s valid government issued photo ID.
4. Place the item(s) in the customer’s trunk.

5. Thank the customer for shopping with us.

In-Store or Curbside Pick Up Job Aid page 10
Reitmans (Canada) Ltée/Ltd