Checklist template

Online grocery picking and pickup

A ready-to-use checklist with 120 items in 6 sections, covering Picking accuracy, Substitutions, Staging temperatures, Handoff, Wait times, Metrics. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 120 Items
  • 95 Yes / No checks
  • 6 Scored ratings
  • 125 Points

Use this template How audits work

1. Picking accuracy 21 items

  1. Pickers scan the barcode of every item instead of keying it or confirming it by hand Yes / No 1 pt
  2. Random-weight items such as meat, deli and produce are within the company weight tolerance of the amount ordered Yes / No 1 pt
  3. Pickers choose produce to the quality standard and reject bruised or over-ripe pieces Yes / No 1 pt
  4. Pickers select the longest date on the shelf and respect the minimum days remaining set by company policy Yes / No 1 pt
  5. Pickers open egg cartons to check for cracked eggs Yes / No 1 pt
  6. Dented cans and torn or leaking packages are not picked Yes / No 1 pt
  7. Customer notes on an item, such as green bananas or thin-sliced ham, are read and followed Yes / No 1 pt
  8. For lines with a quantity above one, each unit is scanned or the count is confirmed Yes / No 1 pt
  9. Pickers follow the pick path in the handheld, with ambient items first and frozen items last Yes / No 1 pt
  10. Raw meat, poultry and seafood go in a tote apart from ready-to-eat food and produce Yes / No 1 pt
  11. Household chemicals go in a tote apart from food Yes / No 1 pt
  12. Every tote carries the order label and its temperature zone Yes / No 1 pt
  13. Bread, eggs and chips are placed on top in the tote Yes / No 1 pt
  14. Sliced-to-order deli and meat counter items are requested from the department early enough to be ready for the slot Yes / No 1 pt
  15. Before marking an item out of stock, the picker checks the back stock or asks the department Yes / No 1 pt
  16. A supervisor audits a sample of completed orders every day and records the result Yes / No 1 pt
  17. One staged order checked against its pick list during the visit had every item correct Yes / No 1 pt
  18. Number of wrong, missing or damaged items found in the order checked Number
  19. There are enough charged handhelds for the pickers on shift Yes / No 1 pt
  20. Training records at the store show each new picker completed training and shadow shifts before picking alone Yes / No 1 pt
  21. Picking accuracy in the order checked Rating
    • No errors 5 pts
    • One error 3 pts
    • Two or more errors 1 pt

2. Substitutions 19 items

  1. The customer's substitution preference is followed on every line of the order Yes / No 1 pt
  2. Pickers follow the company substitution order: same brand in another size first, then another brand of the same item Yes / No 1 pt
  3. A substitute is of equal or better quality than the item ordered Yes / No 1 pt
  4. Substitutes are priced according to company policy, such as matching the price of the original item Yes / No 1 pt
  5. Dietary attributes are kept: gluten-free, lactose-free, nut-free, organic, kosher and halal items are not replaced with regular items Yes / No 1 pt
  6. Baby formula, diapers and pet food are replaced only with the same type and stage, or the customer is contacted Yes / No 1 pt
  7. The customer is told about substitutions by text or app before pickup and can accept or decline Yes / No 1 pt
  8. Declined substitutes are removed from the order and refunded before handoff Yes / No 1 pt
  9. Substituted items are bagged or flagged so they can be shown at handoff Yes / No 1 pt
  10. An out-of-stock ad item is replaced with a comparable item at the ad price, or a rain check is offered, as company policy sets Yes / No 1 pt
  11. When a size is replaced, the quantity is adjusted so the customer receives at least the amount ordered Yes / No 1 pt
  12. A store brand replaces a national brand only when the customer allows substitutions Yes / No 1 pt
  13. Pickers report shelf out-of-stocks to the department so the shelf or the on-hand count is corrected Yes / No 1 pt
  14. The e-commerce lead reviews the substitution rate daily Yes / No 1 pt
  15. The most-substituted items are passed to the department managers who order them Yes / No 1 pt
  16. Substitution rate last week (% of items) Number
  17. Not-filled rate last week (% of items) Number
  18. Two pickers asked could explain what they would substitute for a named item Yes / No 1 pt
  19. Quality of substitutions in the orders reviewed Rating
    • Sensible on every line 5 pts
    • Mostly sensible 3 pts
    • Poor or against preference 1 pt

3. Staging temperatures 20 items

  1. Chilled totes are staged in a cooler at 41°F (5°C) or below Yes / No 1 pt
  2. Staging cooler temperature (°F or °C) Number
  3. Frozen totes are staged in a freezer at 0°F (-18°C) or below Yes / No 1 pt
  4. Staging freezer temperature (°F or °C) Number
  5. A chilled item taken from a staged order measured 41°F (5°C) or below Yes / No 1 pt
  6. Temperature of a chilled item from a staged order (°F or °C) Number
  7. Ice cream in a staged order is hard, with no sign of softening Yes / No 1 pt
  8. Hot foods are held hot in the department and collected when the customer checks in Yes / No 1 pt
  9. Chilled and frozen totes reach their staging zone within the time set by company policy after picking ends Yes / No 1 pt
  10. No chilled or frozen tote was in the ambient staging area at the time of the visit Yes / No 1 pt
  11. Staging racks are labeled by time slot and zone so all the totes of an order can be found Yes / No 1 pt
  12. Staging cooler and freezer temperatures are logged at the set frequency, with no missed readings in the last 7 days Yes / No 1 pt
  13. Employees asked know that an order held out of temperature is re-picked, not handed over Yes / No 1 pt
  14. Order totes in the staging cooler are off the floor and apart from store stock Yes / No 1 pt
  15. Raw meat totes are on the lowest shelves of the staging cooler Yes / No 1 pt
  16. The ambient staging area is away from direct sun, heaters and open dock doors Yes / No 1 pt
  17. Delivery orders leave in insulated bags or totes with gel packs or dry ice as company policy sets Yes / No 1 pt
  18. Perishables from orders not collected by the end of the hold period are discarded or returned to stock as company policy sets, and recorded Yes / No 1 pt
  19. Totes are washed and sanitized on the schedule and right after a leak Yes / No 1 pt
  20. Temperature control of staged orders Rating
    • In range and logged 5 pts
    • In range with log gaps 3 pts
    • Out of range 1 pt

4. Handoff 19 items

  1. Pickup stalls are signed, numbered and close to the pickup door Yes / No 1 pt
  2. Pickup stalls are clear of carts, snow and parked staff vehicles Yes / No 1 pt
  3. Number of pickup stalls blocked or unusable at the time of the visit Number
  4. The check-in method on the stall sign, by app or phone, worked when tested during the visit Yes / No 1 pt
  5. The employee confirms the customer's name and order number before loading Yes / No 1 pt
  6. The number of totes brought out matches the tote count on the order label for every zone Yes / No 1 pt
  7. The employee goes over substitutions and unfilled items with the customer at the vehicle Yes / No 1 pt
  8. ID is checked at handoff for age-restricted items as required by local regulation Yes / No 1 pt
  9. The employee loads the order where the customer asks Yes / No 1 pt
  10. The employee wears a high-visibility vest in the pickup lot Yes / No 1 pt
  11. Totes are never set on the ground during handoff Yes / No 1 pt
  12. Totes are brought back from the vehicle and only bags are left with the customer Yes / No 1 pt
  13. The final receipt, adjusted for weights and substitutions, is sent at handoff Yes / No 1 pt
  14. Completion of the handoff is confirmed in the handheld before the employee leaves the vehicle Yes / No 1 pt
  15. A missing or damaged item found at handoff is replaced by a runner or refunded on the spot Yes / No 1 pt
  16. For third-party delivery drivers, the order code is verified and the bags are sealed Yes / No 1 pt
  17. Signs lead from the lot entrance to the pickup stalls or the in-store pickup counter Yes / No 1 pt
  18. Pickup area lighting works for evening slots Yes / No 1 pt
  19. Handoff observed during the visit Rating
    • Friendly, accurate and complete 5 pts
    • Accurate but rushed 3 pts
    • Careless or incomplete 1 pt

5. Wait times 20 items

  1. Wait from check-in to loading for an order observed (minutes) Number
  2. Average pickup wait last week from the system report (minutes) Number
  3. Longest pickup wait recorded yesterday (minutes) Number
  4. Orders observed were loaded within the company wait time standard Yes / No 1 pt
  5. Check-in alerts can be heard or seen in the staging area Yes / No 1 pt
  6. A runner is assigned to each time slot Yes / No 1 pt
  7. Orders are fully staged the number of minutes before the slot that company standard sets Yes / No 1 pt
  8. Number of orders for the next slot not yet fully picked at the time of the visit Number
  9. Customers are contacted before their slot when an order will be late Yes / No 1 pt
  10. The number of orders accepted per slot does not exceed the capacity set for the store Yes / No 1 pt
  11. The picker and runner schedule is built from the order forecast by hour Yes / No 1 pt
  12. The first pick wave started at the scheduled time today Yes / No 1 pt
  13. Extra runners are scheduled for weekends and pre-holiday days Yes / No 1 pt
  14. On-my-way notifications are used to bring orders forward before the customer arrives Yes / No 1 pt
  15. Customers waiting beyond the standard are given an update in person Yes / No 1 pt
  16. The wait time report is reviewed daily by the e-commerce lead Yes / No 1 pt
  17. Customers who miss their slot are contacted Yes / No 1 pt
  18. Orders not collected in their slot are held for the period company policy sets Yes / No 1 pt
  19. Third-party delivery drivers are loaded within the company standard for driver wait Yes / No 1 pt
  20. Wait time performance Rating
    • Within standard 5 pts
    • Occasionally over 3 pts
    • Regularly over 1 pt

6. Metrics 21 items

  1. Online orders fulfilled last week Number
  2. Pick rate last week (items per labor hour) Number
  3. The pick rate meets the company target Yes / No 1 pt
  4. On-time rate last week (% of orders ready at slot start) Number
  5. The on-time rate meets the company target Yes / No 1 pt
  6. Fill rate last week (% of items delivered as ordered) Number
  7. The fill rate meets the company target Yes / No 1 pt
  8. Customer satisfaction score for online orders last period Number
  9. The customer satisfaction score meets the company target Yes / No 1 pt
  10. Refunds and credits last week (% of online sales) Number
  11. Refunds for missing or damaged items are tracked by reason and reviewed weekly Yes / No 1 pt
  12. The scorecard for the current week is posted in the staging area Yes / No 1 pt
  13. The e-commerce lead could name the weakest metric and the action under way Yes / No 1 pt
  14. The daily team huddle covers yesterday's results Yes / No 1 pt
  15. Each picker is shown their own accuracy and pick rate at least weekly Yes / No 1 pt
  16. Complaints about online orders are answered within the time set by company policy Yes / No 1 pt
  17. Shrink from cancelled and uncollected orders is recorded separately from department shrink Yes / No 1 pt
  18. Actions from the previous review of the online operation have been completed Yes / No 1 pt
  19. Overall performance of the online order operation Rating
    • Meets all targets 5 pts
    • Misses one or two targets 3 pts
    • Misses most targets 1 pt
  20. Name of the e-commerce lead or person in charge Short text
  21. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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