Bulky goods sales with in-store pickup from the issue counter

Project overview

For bulky items that cannot be handled efficiently through standard checkout processes, the retailer needed a store-led sales model that still preserves document control and stock traceability. The target process was simple for the customer and practical for store staff: create the order, stage the item for pickup, post goods issue at handover and complete billing without unnecessary manual detours.

Business challenges

• Bulky items required different handling than normal shelf merchandise.
• Sales, stock reservation and customer pickup were not always synchronized.
• Store teams needed a clearer handover model at the issue counter.
• Billing and payment completion could become fragmented when pickup timing changed.

SAP Retail solution design

• Used store-based sales order creation for bulky-item scenarios.
• Enabled automatic outbound delivery generation to support controlled issue-counter pickup.
• Linked goods issue to the moment of customer handover.
• Kept billing as part of the same store-led process backbone, with optional payment completion where relevant.

Expected business impact

• Improved the pickup experience for customers buying large items.
• Created better traceability for stock reserved and issued from store inventory.
• Reduced informal handovers and the risk of unrecorded item movement.
• Supported a more professional service model for DIY and furniture scenarios.

Recommended next steps

Recommended next steps include appointment-based pickup slots, staging-zone controls and queue management during peak periods.