Coronavirus: Guide to providing contactless click-and-collect

News article

Guidance for retailers permitted to provide contactless click-and-collect services in Northern Ireland

All retail shops are permitted to fully reopen from 30 April 2021 - for the latest information on coronavirus restrictions see Coronavirus: Business closures and restrictions in Northern Ireland.

From 12 April, a controlled ‘click and collect’ service is permitted for all non-essential retail businesses. It’s important that both businesses and the public stay safe when using these services.

A three-step arrangement has been agreed, by retail bodies working with the Executive, to help Northern Ireland businesses operate their contactless click-and-collect services in a safe and regulated way. 

Three-step arrangement for contactless click-and-collect

The following three-step plan must be followed by retailers permitted to provide a contactless click-and-collect service:

Step 1 - Customer contacts the retailer by online communication, telephone, text message, or post to place and pay for the order - payment must be completed at the time of order as no payment on collection of goods is permitted.

Step 2 - Retailer confirms the order and the allocated collection time by online communication, telephone, text message, or post. If either party needs to reschedule the collection time it must be done either by telephone call or online. An impromptu arrival by the customer to collect the item is not permitted thereby reducing the volume of travel.

Step 3 - Customer collects the item ensuring both they and the retailer have complied with social distancing and wider public health guidance.

What retailers must do when operating a click-and-collect service

The principles underpinning the operation of the contactless click-and-collect guidance are applicable to both essential and non-essential businesses operating click-and-collect services.

All retailers must apply the following:  

  • Only provide the service to those who have purchased and pre-paid for items prior to arriving at the shop to collect the item(s);
  • No in-person payment transactions are permitted - the click-and-collect is a collection service only;
  • For non-essential retailers, no access to the shop is permitted - the service can only be provided at the designated point for collection and the consumer must remain outside the premises;
  • The retailer should operate a quarter/half-hour/hourly slots with the number of customers per slot limited;
  • Collection must be within allocated time slot - the operation of bespoke collection times with management of people flows, queuing arrangements and social distancing are key responsibilities for any business operating click-and-collect;
  • The retailer must identify a designated collection point at either the entrance or exit point normally used for the premises or some other point which ensures no member of the public is permitted on non-essential retail premises;
  • No goods should be displayed or offered for sale at the collection point or outside of the premises; and
  • No browsing of products within a store prior to using an in house terminal to order items is permitted.

The introduction of these additional requirements aims to enhance the public safety within retail operations by promoting social distancing, reducing queues and interactions between consumers and retail staff, enhancing traffic flows by keeping a greater number of citizens outside stores, and reducing footfall in those essential stores that are open thereby enhancing their protection and maximising their safety.

There is additional guidance that retail businesses can follow to ensure the continued provision of a safe working environment - see working safely in different business settings and guidance on the use of face coverings.

Customers should be reminded that the limited opening of a contactless click-and-collect within the non-essential retail sector is to facilitate necessary consumer transactions. As such, customers should be reminded to consider the wider public health message and avoid unnecessary travel whenever possible.

The Department for the Economy, working with trade bodies, has developed a click-and-collect checklist to accompany the guidance.

The checklist template aims to guide retailers through the process of providing a contactless click-and-collect service within an environment that is safe for staff and customers.

The checklist includes a click-and-collect poster that retailers can display.

Download the click-and-collect checklist and poster (PDF, 223K)

Guidance for customers for using click-and-collect services

When using click and collect services, customers have the responsibility to stay safe and reduce the risk of spreading coronavirus (COVID-19) - follow guidance on staying safe while using click and collect services.

First published 18 February 2021