Label printer · despatch benchTracked
An order crosses five benches and crosses them in one direction. A line is listed, then it is picked, then it is packed, then it is despatched — and after it reaches you it may be returned, unless you keep it.
Each bench below is a full section with an address of its own. Send someone the address of the stage you mean and they land on it, with the whole page still under them.
Listed
A line goes up once we hold it and can measure it. The listing carries the trade name, the size or capacity, the colour where colour varies, the pack quantity, and the weight we recorded on our own scales. Photographs show the stock on our shelf.
You buy against that description, so we keep it narrow. Where a maker changes a pack part-way through a run, we split the listing and sell the two versions apart. Where we cannot verify a claim printed on the box, the claim stays off the page.
A wrong description is corrected the moment we see it, and the correction runs backwards as well as forwards. We pull the line, fix the wording, then check the orders already picked against it. After yours turns up in that check, you hear from us before the parcel goes anywhere.
More on what reaches the shelf, and how a description is built line by line, is in the lines on the shelf.
Stage one of five · the listing bench
Picked
Your order prints as a pick sheet in bay order, so the picker walks the unit once. Each line is read off the shelf label, counted into the tote, and ticked. Multi-packs are counted as packs and never as loose units, because that is how the listing sells them.
A second pair of eyes checks the tote against the sheet before it moves to packing. That check is what catches the near-neighbour on the shelf going into the box instead of the line you chose.
Short lines are settled at the bench and not left for later. After a shelf comes up short, the picker marks the line and the order stops there. You get a message naming the line, and you choose: wait for it, drop it and take the rest, or cancel the order outright. A dropped line comes off the order, and the money for it goes back the way it came in.
Stage two of five · the pick lane
Packed
Packing goes by category. Dry household goods travel in a plain double-wall carton. Textiles and soft lines go into a sealed polythene sack inside that carton, so a wet pallet at a depot cannot reach them. Anything with a screw cap or a pump is bagged before it is boxed.
The rule for anything fragile is short. Void fill goes in until the contents stop moving when the box is shaken, and the box steps up one size to make room for that fill. A glass line never travels touching a wall of the carton.
Box class follows the two figures we already hold. A box stays class A while the longest side is 300 mm or under and the weight is 2 kg or under. It runs to class B up to 600 mm and 8 kg, class C up to 900 mm and 15 kg, and class D the moment either figure passes the class C limit. Whichever of the two figures reads worse sets the class on its own.
The packing note travels inside the box, sitting on top, with your order reference on its first line.
A glass line never travels touching a wall of the carton.
Stage three of five · the packing bench · the materials are set out in full at the packing bench
Box-class chooser
Give a parcel a longest side and a weight. The chooser returns the class our bench would pull and the sentence that decided it, working from the thresholds the packing stage sets out above in words.
Class B
Class B because the longest side is over 300 mm and the weight is over 2 kg (the arithmetic here is the box, not the carrier — oversize surcharges are the carrier's own).
Guide onlyThe class our bench would pull, worked from two figures you typed.
This settles which box leaves our bench and stops there. It costs nothing, quotes nothing, and books nothing with a carrier. Measure the parcel as it will travel, fill and all, or the class it hands back belongs to a smaller box than the one in front of you.
Despatched
Sealed boxes are labelled and staged by the roller door for that working day's collection. The driver signs for the count as the cage goes on the vehicle, and that signature is the point custody changes hands. Until then the parcel is ours and sits inside the unit.
You get an email the moment the handover is made. It carries your order reference, the lines inside the box, the carrier's name, and the tracking number, and it tells you the parcel is with the carrier now.
Delivery windows, redelivery, and safe-place instructions belong to the carrier from that signature onward, and you steer them through the carrier's own tracking page. After a parcel stops moving on that page, send us the tracking number. We open the claim with the carrier ourselves and tell you what comes back.
The handover itself, and what we do with a claim once it is open, are set out at the carrier handover.
Until then the parcel is ours and sits inside the unit.
Stage four of five · the roller door
Returned
Returns come back here, to Cross Keys, and no third party opens them. You tell us the order reference and which lines are travelling back. We send the return address and a reference to write on the outside of the parcel, and that reference is what marries the box to your order after it lands.
A returned parcel is opened at the bench that packed it. The picker checks the lines against the return note, records the condition in plain words, and photographs anything damaged. A sealed line goes back to the shelf. A line that arrives broken is set aside with its packaging, because the packaging is the evidence for the carrier claim.
The refund is raised the moment that check finishes, and it travels back down the route the payment came in on. Your bank sets the pace from there. After a line comes back because we described it badly, the return carriage comes back to you as well.
The whole route, from the parcel landing to the refund leaving, is written out at the returns bench.
Stage five of five · the returns bench
Return-window counter
Give it the day the parcel landed. It counts the two windows the distance-selling rules set for a mail-order purchase: the days you have to tell us a line is coming back, and the days you then have to put that parcel in the post. Each line prints the arithmetic that produced it.
—Pick the day the parcel landed and the counter fills in.
—The first window runs from the day after the parcel arrives.
—The second window runs from the day you tell us.
Guide onlyDays counted off one date, not a reading of your order.
Calendar arithmetic on the date you typed, and nothing more. Some goods sit outside the distance-selling return route, and a line that came back because we described it badly is handled at the bench instead. Put your order reference on the first line of any message and we will tell you exactly where your lines stand.
Departments
Four benches carry more than one page will hold. Each has a department of its own, and each opens on its own bench rather than on a summary.
Enquiries
Email fulfilment@clickmartltd.store. Written post reaches the unit at 124 Islwyn Road, Cross Keys, Newport, NP11 7QJ, United Kingdom.
Name the stage your question belongs to — listed, picked, packed, despatched, or returned — and put your order reference on the first line. That one word sends the message to the right bench first time, and the bench answers it.
Enquiries are handled in English. What we hold about an order, stage by stage, is written out in the stage notes on order information.