Click and collect
Your website is promising things your stores can't pick.
Someone paid, got in the car, drove over. It wasn't there. Order cancelled, refund raised, and a customer you paid to win is now somebody else's for good.
Same SKU, same minute
Cancelled orderThe refund is the cheap part. The customer is the expensive part.
What the cancelled order actually costs.
The order confirmation went out. So did the customer's trust.
The associate searches the stockroom while the customer waits at the desk.
The refund takes two minutes. The acquisition cost doesn't come back.
Nobody logs it as a stock accuracy event. It shows up as "cancel rate."
The quieter failure costs more.
The loud failure is the cancelled order. The quiet one is stock physically sitting in a store but wrong in the system, so it never reaches the website at all. It can't sell to anyone, online or in person. It just waits to be marked down. Worldwide, about a quarter of stockouts are stock the retailer already owns that a customer couldn't get (Gruen and Corsten).
What you publish and what a person can pick, kept in the same place.
Record against behavior, continuously
Continuously compares each store's record with its actual selling behavior, store by store, SKU by SKU.
Flagged the same day
Flags the suspicious gaps the same day and sends someone to look. Confirmed corrections flow back before the site keeps promising them.
Promises a person can keep
The website promises things a person can actually walk out with, and hidden sellable stock comes back online.
What the same day looks like on both sides.
Daily accuracy flags
SampleWhite sneaker, 42
Site said in stock. Shelf had none.
Pulled before the site sells it again.
Rain jacket, L
Shelf had three. Site said none.
Back on the site, back in the window.
Illustrative sample, not a client result.
What you are thinking
“If it's in stock, it's on the site.”
What the shelves say
It's on the site when the record is right. When the record is wrong, the site either sells what isn't there or hides what is. Both end in a markdown or a refund.
The site sells the record. Customers buy the shelf.
Where these numbers come from.
1 in 4
Stockouts are stock the retailer already owns that the customer could not get (Gruen, Corsten and Bharadwaj, 2002).
4 to 8%
Sales uplift measured when retailers fix inventory accuracy. ECR Retail Loss study across seven European retailers (Glock, Rekik and Syntetos, 2019).
Works with the ERP you already run.
Next
If you would rather see the accuracy picture before the conversation, start with the free inventory accuracy audit on one category, read only.
How's the cancel rate looking on click and collect?
Fifteen minutes. Bring the cancel rate, we'll show you the accuracy side of it.
Not ready to book? Get the free inventory accuracy audit