Omnichannel Sales Integration Checklist

Document each touchpoint a customer can hit — site, email, SMS, social, in-store, BOPIS pickup, curbside, ship-from-store, returns. Flag the handoffs where channels currently drop context (e.g., a customer who adds to cart online but completes purchase in-store loses their loyalty credit).

Reconcile online vs. in-store pricing, promo codes, and signage language. Channel price gaps are the most common source of customer-service escalations during a BOPIS rollout.

Pick the fulfillment options going live — BOPIS, curbside, ship-from-store, BORIS, or some combination. Scope drives staffing, signage, and OMS configuration in later sections.

Wire Lightspeed Retail, Shopify POS, or NCR Counterpoint to the storefront so orders, customers, and SKUs flow both ways. Confirm SKU/UPC parity — orphan SKUs in either system will break BOPIS pick lists.

Set the sync cadence (ideally near-real-time, never > 15 min) and pick a safety-stock buffer per location to prevent overselling. Reserve a hold-quantity for BOPIS so a walk-in sale can't zero out an item that's already promised to an online order.

Define how the OMS picks which node fulfills an order: closest store, store with highest stock, store with lowest sell-through. Document the override hierarchy and which roles can manually re-route.

Set per-store SFS eligibility, daily order caps, and cutoff times so the OMS doesn't dump 80 orders on a 2-associate store. Exclude stores during their physical inventory week.

Place at least one test order per fulfillment path in scope — BOPIS, curbside, ship-from-store, BORIS. Verify the order appears in the store's pick queue, the customer notification fires, and inventory decrements correctly.

Capture each defect with the order ID, channel, expected vs. actual behavior, and screenshots. Re-test only after the platform vendor confirms the fix; do not advance to store training with open critical defects.

Set a dedicated pickup counter or rack near the front, with clear signage visible from the entrance. Stage hold bags, order labels, and the pick-up scanner. Designate curbside parking spots and exterior signage if curbside is in scope.

Cover the pick queue, SLA timers (most retailers commit to 2-hour BOPIS ready-for-pickup), substitution rules when stock is short, and how to mark an order ready. Have each associate complete two practice picks before opening day.

Walk through BORIS — looking up a web order by email or order number, refunding to the original tender, and handling tax differences when the ship-to state differs from the store state. Note the manager-approval threshold for refunds without a receipt.

Review the schedule against forecasted order volume. A store committing to 30 SFS picks/day needs labor budgeted — otherwise picks slip past SLA and customer-facing ready notifications go out late.

Configure the email and SMS templates for order placed, ready for pickup, picked up, and shipped. Include the store address, hours, and pickup-area photo. The ready-for-pickup notification is the single highest-leverage touchpoint in BOPIS.

Verify Yotpo, Smile.io, or Klaviyo writes points back to the same customer record whether they buy online or at the register. Test by buying online and redeeming in-store with the same email.

Email and social posts announcing BOPIS / curbside / SFS availability with a launch promo (commonly a $5–10 off first BOPIS order). Coordinate the send time with stores so the surge of pickups doesn't hit during an under-staffed shift.

Run one week with a single pilot location before fleet-wide launch. Limit marketing to local channels so volume stays manageable while you flush out edge cases.

Pull pick-time SLA hit rate, BOPIS conversion (notification-to-pickup), order-cancellation rate, and inventory accuracy variance. A pick-SLA hit rate below 90% or an oversell rate above 2% is a red flag — fix before scaling.

List the specific issues (oversell on SKU X, curbside notification lag, label-printer disconnects), assign an owner per issue, and set a target re-test date. Do not move to fleet rollout until every critical item is closed.

Book the cross-functional retro — store ops, e-commerce, IT, marketing. Review KPI trends, customer feedback themes, and shrink/oversell incidents. Decide on the next quarter's omnichannel investments.