Pick and pack is the fulfilment process in which staff pick the items on an order from their storage locations and then pack, label and ship them. It is the core activity behind online order fulfilment.
Orders arrive from the ecommerce platform or POS and are turned into pick lists. Staff walk the shelves, scan each item to confirm it is correct, then take the items to a pack station where they are boxed, a shipping label is printed and the parcel is handed to a carrier. Common picking methods include single-order picking, batch picking and zone picking.
Retailers with online stores either do this themselves from a stockroom or warehouse, use a third-party logistics provider, or fulfil from stores. Click and collect orders follow a similar pick step but are held for the customer instead of shipped.
Pitfalls include mis-picks from similar-looking items, orders sent without a stock check, slow packing and shipping costs that erode margin. Scanning at the pick and the pack stage, and accurate stock levels online, prevent most errors.
Efficient pick and pack protects customer experience and cost. Orders that are right and on time mean fewer returns, refunds and support queries. Good packaging choices also reduce damage in transit and the cost of replacing items.