Click and collect, explained

Waiting on a delivery or having to pay shipping fees can drain the excitement of a new purchase. But with click and collect, shoppers can bypass the waiting game, avoiding potential delivery time fluctuations and costs.

What is click and collect?

Click and collect refers to the overall process of making purchases online and then going to collect the orders in person, allowing customers to shop online from wherever they want and then retrieve the items at their convenience. Options for pickup can include buy online, pick up in store (BOPIS), curbside pickup at a designated area outside the store, and locker pickup.²

How does click and collect work?

Click and collect is usually straightforward and typically works as follows:

• Select products online. A person browses a retailer’s website or app and chooses the items they want.
• Choose a pickup option. At checkout, they select the click and collect or curbside pickup option, instead of delivery.
• Complete the purchase. They securely enter their payment details and complete the transaction.
• Receive confirmation. They wait for an email or text confirmation that their order is ready for pickup on a specific day.
• Pick up the order. They visit the store-designated curbside pickup area or locker during a specified time slot and collect the items. A store employee will either bring the items to the customer, the customer can go to a counter in the store, or will receive a code to input to unlock a locker.

Click and collect fraud and security risks

As with most online shopping methods, there are security considerations to keep in mind. These include payment fraud, identity theft and impersonation, and phishing scams or phony order notifications.

Here's a deeper explanation of the various kinds of risks that can exist with click and collect:

Payment fraud

• If a fraudster accesses a shopper’s payment information, such as credit card details, during the online checkout process, they could fall victim to payment fraud.
• This might happen through a data breach, compromised or insecure networks, or through malware installed on a customer’s device.
• Once payment details are stolen, they can be used to make unauthorized purchases.

Identity theft and impersonation at pickup

• Someone might also try to steal personal information during the ordering process, such as a customer’s name, address, and payment details.
• They might then use this information to impersonate the customer, pick up the order themselves, or use the stolen identity for further fraudulent purchases and activities.
• Identity theft can also stem from data breaches or through intercepted communications between a customer and retailer.

Phishing scams and fake order notifications

• With phishing scams and fake order notifications, fraudsters may send emails or fake messages posing as a retailer, falsely citing issues with orders or payment.
• Unsuspecting customers may be directed to malicious websites where they enter personal and financial information, which the scammers then exploit.
• These deceptive communications are designed to look authentic, tricking customers into compromising their security.

How PayPal secures click and collect purchases

PayPal provides comprehensive security and protection features to mitigate risks such as data interception, identity theft, and payment fraud. Here's how:

• PayPal transactions and payments are encrypted, meaning your full financial info is not shared with merchants. This helps protects your information in the event of a merchant data breach.
• Activity and transactions are monitored 24/7 across PayPal and tens of millions of merchant sites globally to help protect your account and keep your data secure.
• Eligible purchases are protected with PayPal Purchase Protection³ which can help you get reimbursed for eligible items if you don't receive your order or it shows up different than described.