Online Order Picking, Packing and Delivery Procedure

Purpose. This procedure sets out how online orders are released, picked, substituted, packed, dispatched and delivered so that every customer receives the right products, in the right condition, in the promised window.

1.Order release and pick waves

Orders will be released to the pick system in waves by delivery window. The team leader will check stock availability against the stock and inventory register before releasing a wave and will flag any product with zero stock for substitution. Priority will be given to orders with the earliest window and to pharmacy deliveries.

2.Picking

Pickers will scan every product against the order and will pick in the sequence the system gives: ambient first, then chilled, then frozen, so chilled and frozen products are out of temperature for the shortest time. Products with the longest shelf life will be selected for delivered orders. Fragile items will be placed on top and eggs and bread checked for damage.

• Scan every item, never key the code
• Ambient, then chilled, then frozen
• Longest date for delivered orders
• Check fragile products for damage
• Flag out-of-stock lines for substitution

3.Substitutions

Where a product is out of stock and the customer has allowed substitutions, the picker will select a like-for-like product of equal or greater value at the original price and will record the substitution. Where the customer has not allowed substitutions, the line will be refunded. Allergen-sensitive substitutions will not be made without the customer's confirmation.

4.Packing and cold chain

Chilled and frozen products will be packed in insulated totes with ice packs and moved to the chilled staging area within ten minutes of picking. Tote temperatures will be recorded at dispatch in the food safety monitoring register. Pharmacy front-of-shop products will be packed separately from food. Every tote will be labelled with the order number and delivery window.

5.Dispatch and delivery

Drivers will load in delivery sequence, check the vehicle fridge temperature before departure and record it, and deliver within the window. Deliveries will be handed to the customer or left in a safe place only where the customer has authorised it and the order contains no chilled or age-restricted products. Age-restricted products require identification at the door.

6.Click and collect

Click and collect orders will be picked, held in the collection area and the customer notified. Chilled products will be held in the collection fridge. Orders will be released on presentation of the order number and identification, and uncollected orders will be returned to stock after 48 hours with a refund processed.

7.Problems and returns

Missing, damaged or wrong items will be resolved by the online customer service team within one business day with a refund or redelivery, recorded in the customer feedback register and the online orders system. Repeated picking errors by product or picker will be reviewed weekly.