Click and collect: how to set it up for your shop

Published on 13/08/2026 · By Daniel Wojtkielewicz, Eazyclick.

Click and collect lets your customers order online and pick up their purchase in your shop at a time that suits them. For a local shop, it's often the first step into online sales, without parcels or couriers. This guide explains how to set it up, what it costs, pitfalls to avoid and the Belgian rules to follow.

What is click and collect?

Click and collect (or “in-store collection”) is a way of selling where customers choose and reserve, or pay for, products on your website, then collect them in your shop. You prepare the order in advance, customers collect without waiting, and you avoid delivery costs and delays.

It's also called “order online, collect in store”, “walk-up collection” in supermarkets, or “takeaway ordering” in restaurants. The principle is the same: the sale happens online, and you hand over the product at your premises.

Which businesses can offer click and collect?

Any shop with a counter can offer click and collect. It works particularly well when customers know what they want and want to be sure it's available: bakeries, butchers, florists, wine shops, delicatessens, bookshops, bike shops or toy shops. It also suits restaurants offering takeaway meals.

A few practical examples:

• Bakery: speciality breads and weekend cakes, ordered the day before;
• Florist: a bouquet ordered in the morning, collected on the way home from work;
• Wine shop and delicatessen: festive gift boxes without queuing at the counter;
• Bookshop: a book reserved online and set aside in your name.

How do you set up click and collect in your shop?

To set up click and collect, you need four things: an online shop with your products and stock, collection slots that match your preparation time, a way to notify customers when their order is ready, and a clearly marked place in your shop to collect it.

The steps, in order:

1. Choose your products. Start with items that are easy to prepare and sell frequently. You don't need your entire shop online on day one.
2. Set your slots. Define collection hours, minimum preparation time (for example two hours, or the day before for cakes) and the number of orders you can prepare per slot.
3. Decide on payment. Online when ordering, or on collection. Online payment greatly reduces uncollected orders.
4. Organise preparation. Give your team a list of today's orders, grouped by slot, to prepare in order.
5. Notify the customer. A “your order is ready” message avoids unnecessary trips.
6. Set up the collection point. A clearly marked area of the counter where orders wait under the customer's name.

What are the drawbacks of click and collect?

Click and collect takes organisation: you need to prepare orders on time, keep online stock accurate and handle uncollected orders. Incorrect stock, a slot that's too short or a customer who is never notified creates more frustration than a simple shop visit. The right settings address these risks.

The mistakes we see most often:

• Online stock that doesn't match the shop. A customer pays for a product sold at the counter that morning. Shared stock between your till and website solves this.
• Slots with no limits. Twenty orders in the same fifteen-minute lunchtime slot overwhelm your team. Set a capacity for each slot.
• No policy for uncollected orders. State how long you hold an order and what happens afterwards, and display this before payment.
• Collection lost in the queue. Customers who ordered online don't want to queue behind everyone else.

Which app or software should you use for click and collect?

There are three types of tools: ordering platforms that take a commission on every sale, modules added to an existing online shop, and till software with a collection option. The right choice depends on your website, your till and who keeps the customer relationship.

Ask yourself three questions before choosing:

• Who takes payment, and at what cost? A commission per order makes a big dent in baskets worth 20 or 30 euros. A fixed subscription is more predictable.
• Which website does the customer order on? On your own website, they also discover your other products and return to you, rather than a platform that displays your competitors.
• Is stock the same everywhere? If your till and website don't share stock, you'll have to update it by hand.

Is click and collect distance selling?

When orders and payments happen online, the contract is concluded remotely: distance selling rules apply, including, in principle, the 14-day right of withdrawal, subject to legal exceptions such as rapidly perishable food. Make this clear to your customers.

The withdrawal period starts the day after the product is received, which here means collected (FPS Economy, right of withdrawal for distance purchases). Your terms and conditions must state this, along with how long uncollected orders are kept. Since 1 July 2022, you must also offer customers at least one electronic payment method (FPS Economy): online click and collect payment counts as one.

How does click and collect work with Eazyclick?

With Eazyclick, click and collect runs on your own website, under your brand, with no commission on sales. Customers choose a collection slot when ordering, you prepare orders from a screen grouping today's orders by slot, and they are notified when their order is ready.

The Click & Collect module builds on the shop in the Full e-commerce module, which handles your catalogue, Bancontact or card payments and stock. With Point of sale, your shop and website share the same stock, and collection orders appear at the counter.

You set your own collection hours, preparation time, capacity per slot and closing days. Customers receive a confirmation, then a message when their order is ready, by email and, if you have WhatsApp messaging, by WhatsApp.

The module costs €190 to set up, then €44/month over 12 months or €35/month over 24 months excl. VAT, on top of the online shop. If you don't have a shop yet, start with our guide to opening an online shop in Belgium.

Should you offer delivery instead?

Delivery expands your catchment area, but comes at a cost: packaging, transport, returns and lead times. Click and collect keeps customers local, with no shipping fees, and brings them back into your shop, where they often buy something else. Many shops start with collection, then add delivery.

To build loyalty among customers returning to collect their orders, consider a digital loyalty card: points on every paid order, which customers can find in their account.