B.O.P.I.S - Store's got what you need...
- edliriano
- Sep 17
- 2 min read
Updated: Sep 22
Hey there, retail leaders! Ever feel like your online and in-store teams are playing for different teams? The "buy online, pick up in store" (BOPIS) process is a huge win for customers, but it can create some friction behind the scenes. The e-commerce team gets the sale, but the store is left with all the work—and none of the credit.
That's where this proposal from Liriano Idea Advisors comes in, and it's a total game-changer.
It's Time to Pay the Piper
The current BOPIS model puts a lot on the store's plate without any compensation. Store employees have to receive, track, and secure e-commerce shipments. Then, they have to contact the customer, verify their identity, and provide great service during pickup. Essentially, they're doing a bunch of extra work while the e-commerce side reaps the rewards. This proposal says, "Enough!" It introduces a commission model that rewards stores for their hard work, aligning everyone's incentives and making the whole process smoother for both staff and customers.
A Tale of Two Commissions
The proposal outlines a few scenarios to make sure stores are fairly compensated.
Scenario A: The 5% Solution If a customer buys an item online and it's shipped from an e-commerce warehouse to a store for pickup, the store gets a 5% commission on the order value. This is a simple flat fee that covers all the administrative and service tasks the store handles.
Scenario B: The 10-15% Upgrade What if the item a customer wants is already in the store's inventory? In this case, the store pulls the item directly from its own stock, meaning it misses out on a potential local sale. To make up for this "lost sales opportunity," the store earns a higher commission of 10-15%. The e-commerce team essentially "buys" the item from the store's budget, so the store still gets credit for the sale.
And because fraud prevention is so important, stores also get a $10 bonus for successfully verifying a customer's identity during pickup. It's a win-win: the store is motivated to be vigilant, and the company is protected from fraud.
What About Returns?
The plan even tackles the headache of returns. If a customer returns a warehouse-sourced item to the store, the store gets to keep 50% of the original commission for handling the return logistics and customer service. If a store-sourced item is returned, the store absorbs the inventory back into stock but still gets to keep 50% of its commission for processing the effort. And if a store prevents a fraudulent return, they get another $10 bonus.
It’s clear this new model isn't just about commissions; it's about creating a unified team where everyone is compensated fairly and motivated to work together. The next steps are simple: align the teams on the numbers, integrate the tracking into the system, and pilot the program in a few select stores.
What do you think? Is this the solution your business has been waiting for? Check out the proposal deck and full guidance for all the deets.
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