How does Kmart Click & Collect work and timing?
This article provides customer service agents with detailed instructions on Kmart's Click & Collect service, including processing orders, collection timing, OnePass Express, and handling customer queries or cancellations.
Overview
Click & Collect is a fulfilment option allowing customers to purchase items online and pick them up from a selected Kmart store. Standard Click & Collect orders placed before 12:00pm are typically ready after 4:00pm the same day; orders placed after 12:00pm will be ready the following day. Customers must wait for the "Ready to collect" email or SMS before visiting the store. OnePass Express Click & Collect can be ready within two hours for eligible orders.
Eligible Items and Restrictions
- Items must be available and fulfilable from the selected store.
- Bulky or oversized items, online exclusives, and Marketplace items may not be eligible for Click & Collect.
- Express Click & Collect availability depends on store participation and stock levels.
Step-by-Step Instructions for Agents
- Confirm Order Details: Verify order number, chosen store, items selected and payment status.
- Check Fulfilment Status: Use the order tracking system to see whether the order is picking, ready for collection, or delayed.
- Inform Customer of Timings: If ordered before 12:00pm, advise ready after 4:00pm same day; otherwise next day. For OnePass Express, confirm the two-hour window if eligible.
- Advise on Notification: Tell customer to wait for the 'Ready to collect' email or SMS. If they didn't receive a notification, verify contact details and resend notification from the system if necessary.
- Collection Requirements: Inform customers to bring the order confirmation email/SMS and valid ID. If someone else is collecting, confirm store policy and any authorised pickup requirements.
- Cancellations & Amendments: If the customer wants to cancel, process cancellation via Orders > Manage Order if within allowable time. For changes to collection store or items, escalate to store fulfilment team if the order is already being picked.
Important Notes / Warnings
⚠️ Warning: Customers should not go to the store before receiving the "Ready to collect" notification. Visiting early may result in unsuccessful collection attempts and unnecessary travel.
💡 Tip: If an order is delayed, proactively notify the customer, offer an estimated new collection time, or suggest alternative fulfilment options such as home delivery.
Frequently Asked Questions
Q: What if my Click & Collect order is missing an item?
A: Apologise, check the fulfilment note for out-of-stock items, and offer options: refund, substitute if available or arrange delivery.
Q: Can someone else collect my order?
A: Yes, provided they present the order confirmation and valid ID, or follow the store’s authorised pickup procedures. Confirm local store requirements to avoid refusal.
Troubleshooting Tips
| Issue | Solution |
|---|---|
| No 'Ready to collect' notification | Verify contact details, resend notification, confirm store status and advise customer of expected time. |
| Order marked as 'Ready' but item missing | Check store pick note and inventory. If missing, offer refund or transfer to an alternative store if stock available. |
| Customer arrives early | Explain the pickup policy politely and offer to request store to prioritise picking if possible, or accept a later return to collect. |
Related Information
Use this guide when assisting customers with Click & Collect queries. Always verify store policies and escalation points for issues outside standard procedures.