1. Summary

This document outlines the complete requirements and workflow for implementing a eLocker Click & Collect solution across three Toolstation High Street format stores in London.
The objective is to provide customers with a 24/7 secure collection option, improving convenience and operational efficiency.

2. User Journeys & Workflows

2.1 Work Flow

Mermaid Code

flowchart TD
    A(Customer Adds Items for C&C)
    B[Locker Availability check - ECOM API]
    C{Locker Available & product fits?}
    D[Enable Collect From Locker Radio]
    E(Standard C & C)
    F(Customer Selects and places the order)

    A --> B
    B --> C
    C -->|yes| D
    C -->|no| E
    D --> F

    %% Colors
    style A fill:#e8c85c,stroke:#000,stroke-width:1px
    style B fill:#8cc8ff,stroke:#000,stroke-width:1px
    style C fill:#cfcfcf,stroke:#000,stroke-width:1px
    style D fill:#8cc8ff,stroke:#000,stroke-width:1px
    style E fill:#e8c85c,stroke:#000,stroke-width:1px
    style F fill:#e8c85c,stroke:#000,stroke-width:1px

2.2 Customer & Staff Journey

Phase 1: Customer Order Placement

1. Add to Trolley – Customer adds products for collection in the app Trolley.
2. Check Availability – Frontend triggers the check_locker_availability ECOM API.
3. System Validation is done by backend, it ensures:
   • Selected store supports locker collection.
   • No age-restricted products.
   • All items have volumetric data.
   • A suitable locker size is available.
4. Select Locker – A new radio button “Collect from Locker” appears if validation passes.
5. Place Order – Order sent with locker_collection_requested=true.

Phase 2: Order Processing & Fulfilment

1. Processing
   • Order Enters EPOS Queue – Order appears in the Click & Collect queue.
   • Pick Order – Store staff collects the required items.
2. Locker Allocation (3rd-Party System)
   • Log In to eLocker Portal – Staff access the external locker management system.
   • Assign Locker – Staff search by order number and assign an available locker.
   • Locker Auto-Opens – The eLocker system remotely unlocks the assigned locker.
3. In-Store Fulfilment
   • Load & Close Locker – Staff place the picked items into the open locker and close it.
   • Mark as Ready in EPOS – Staff update the order status to “Ready to Collect” in EPOS.
   

Phase 3: Customer Notification

1. Toolstation sends standard Ready to Collect notices.
2. eLocker sends a secure collection link to the customer.

Phase 4: Customer Collection

1. Customer arrives at the locker.
2. Opens secure eLocker link.
3. Confirms presence at locker.
4. Locker opens automatically.
5. Customer retrieves the order.
6. eLocker logs the collection.