The customer bought online, drove to the store, and waited 20 minutes. The order was in the queue the whole time.
Click-and-collect failure lives in the gap between the OMS and the store floor. The order exists in the system; the store team doesn't know it's there. Pulse monitors BOPIS queue depth, order age, and pick-rate across your estate — so head office sees the failure before the customer cancels.
The cost of not catching this.
Cancellation rate damages LTV
A customer who cancels a BOPIS order because nobody picked it is 4× less likely to attempt click-and-collect again. At $45 average basket, a 2% cancellation rate across a 50-store estate is $540K/year in failed conversion.
Marketplace SLA violations
Retail marketplace contracts include pick SLA commitments. Stores that miss SLA threshold get de-ranked — which affects organic traffic, not just click-and-collect volume.
Inventory accuracy drift
An order picked for BOPIS that isn't committed in real time allows the same item to be sold at the register. The resulting 'no item to pick' cancellation is worse — the customer is already standing in-store.
How Pulse catches it.
Queue depth monitoring
Pulse polls the BOPIS fulfilment queue per store on a configurable interval. A queue depth above threshold, or a single order aged beyond SLA, fires an alert to the store manager's Pulse tile.
Pick-rate KPI
Pulse calculates BOPIS pick rate (orders picked ÷ orders received) per store per day. Stores below the estate average appear on the fleet dashboard — area managers see which locations need coaching.
Cancellation trend analysis
"Which stores have had BOPIS cancellations three days running?" — a single cancellation is a miss; a pattern is a process problem that needs a management conversation.
What you'd see.
Is this your problem to solve?
BOPIS queue failures are visible to area managers first, strategic to the CXO.
What it costs.
BOPIS monitoring is part of Pulse Infra's Commerce module — included on Standard tier. Pro adds SLA variance reporting and cross-store cancellation pattern analysis.
Estimate your monthly cost
Worked example — Chain M (FreshMart)
- 3 Infra Pro seats × $69 = $207
- 48 POS @ Pro band (50 × $7) = $336
- 12 Store Manager seats × $19 = $228
- 1 Compliance Standard seat (bundled with Infra) = $0
- = $771/mo USD