What: looking at a pandemic-proof solution with new eyes for the long-term.

Why it is important: at a moment when we need to adapt and think prospectively, critical thinking is key to really assess the need to permanently implement the emergency solutions deployed during lockdowns.

Ship from store was, for many retailers, a lifeline during the lockdown period, and allowed to leverage inventory, make the most of logistics and sometimes alleviate the strain on e-commerce operations. Post-lockdown, it seems to be a long lasting trend: Best buy in the US has equipped 250 of its stores with such capability, as well as Apple for all its retail network.

However, it comes at a cost: the retailer pays for the shipping costs while the price stays the same, not even mentioning the risk of returns. Furthermore, a long lasting trend from last decades led to a reduction of backrooms in store, which means that, to optimize a store and transform it into an efficient fulfilment centre, some structural investments are needed.

The need to re-train, or think differently, the staff, is also crucial and potentially a hurting process.

Ship from store makes sense in a pandemic. Does it make sense long term?