Shutl enjoys growing demand for ‘Click and Don’t Collect’ service as shoppers opt for more convenience


In the three months since the launch of Shutl’s Click and Don’t Collect service, eBay and River Island shoppers are embracing having an additional service for picking up their click-and-collect purchases in-store.

Indeed, after being reminded that their purchases have been uncollected for six days, almost one third (33%) of River Island shoppers who clicked through to River Island’s dedicated delivery website arranged a Shutl delivery rather than visiting the store in-person or having the item returned.

Additionally, eBay buyers who chose to pick up their purchases at their nearest Argos store can opt for Shutl when they are initially advised that their purchase is waiting for them.

The first of its kind, Click and Don’t Collect was designed to improve customer service through more convenient and flexible delivery while solving the growing issue of non-collection of online orders in-store. Shoppers can arrange for a Shutl courier to collect an order on their behalf and deliver it within a one-hour timeslot of the customer’s choosing. By tracking the delivery every step of the way, customers even know when to expect their doorbell to ring.

Highlighting one scenario when Click and Don’t Collect was convenient, an eBay buyer, Yvonne from Glasgow said: “I was unwell but needed to collect my eBay product from Argos before it was returned to the seller. The cost for delivery is way less than it would have cost to get a taxi to a busy Argos at Christmas. Speedy delivery, friendly driver and easy to use website will definitely make me use Shutl again”

Jason Tavaria, head of direct at Shutl, said: “Click and collect has become part and parcel of the retail industry today. Its success has even triggered the other sectors to consider how they could benefit from the concept with the NHS reportedly looking at this type of service. However, circumstances can change and shoppers aren’t always able to visit the store as originally intended.  This leaves items uncollected and ultimately returned to the retailer or, in the case of eBay, back to the seller, disappointing customers in the process.

“Retailers like eBay are recognising that offering additional services which will make a customer’s life easier will be key in securing loyalty and competitor differentiation. The success of click & don’t collect in conjunction with the already well established click & collect service shows that shoppers welcome an alternative option which ensures that they can still receive their parcels, despite what day-to-day life might throw in the way.”