Rise of Click-and-Collect Options Presents Incredible Opportunities and Challenges

Chargebacks911® COO’s New Guest Feature for

In her latest guest feature, Chargebacks911 COO Monica Eaton-Cardone comments on the growth of “click-and-collect” options, and what opportunities and challenges exist in the channel.

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Digital channels like click-and-collect have been on the rise for several years. In the wake of the COVID-19 crisis, though, the growth and widespread use of mobile ordering, in-store pickup, and other BOPUS options are seeing an unprecedented uptick.

“Those shoppers who did opt to make a purchase from a physical retailer have increasingly turned to digital options like online ordering and buy-online, pick-up in-store, or BOPUS, purchases” Monica explains. “…BOPUS orders were up a shocking 248% during the period [between May 26 and June 1].”

This presents incredible new opportunities but also brings challenges as well. For instance, there are new threats present in the new channel, while existing threats like friendly fraud are being exacerbated.

“All this points us toward the fundamental question: How can merchants enjoy the benefits of click-and-collect retail channels while defending against abuse? There's no single answer to this question. Instead, the problem calls for a much more dynamic and adaptive response.”