Warehousing and order picking: reducing delays and errors
30 to 40% of e-commerce returns are due to picking errors, not product dissatisfaction. A clear process changes everything.
- 30 to 40% of e-commerce returns come from picking errors, not the product itself
- A two-person picking system (preparation + verification) cuts errors in half
- A reasonable target for an SMB: under 2% errors and 15 to 30 minutes per order
- The right packaging reduces shipping costs and protects your brand image
Why order picking impacts your profitability
A picking error leads to a customer return, reshipping costs and team hours tied up fixing the situation. 30 to 40% of e-commerce returns are due to picking errors rather than product dissatisfaction: for an SMB, that represents thousands of euros lost every month. Conversely, optimized picking reduces disputes and creates a virtuous circle of satisfied customers who leave better reviews.
Setting up a clear, repeatable picking process
Define each step precisely: order receipt, label printing, product location, condition check, packaging, final inspection. Document special cases (stockout, defective product discovered during picking) to avoid inconsistent ad hoc decisions. Adopt a logical system for locating products in the warehouse: product code, zones by category, or a digitized map viewable on mobile.
Reducing errors with a quality control strategy
The first check happens right after picking: the agent verifies the product, quantity and condition themselves. The second is an independent verification by a colleague on 5 to 10% of orders (or 100% for low volume) — this two-person system cuts errors in half. Impose a systematic check for similar or high-value references. Log every error detected by type to identify patterns and adjust training.
Reliable order picking is part of every e-commerce project at Klickbee, for a seamless delivery experience.
Optimizing speed without sacrificing quality
Measure the average picking time (15 to 30 minutes per order is the benchmark for a French generalist e-commerce) and identify the bottleneck: poorly located picking, hunting for packaging, overly heavy checks. Standardize your boxes (three sizes maximum) stored near the picking area. Never mix several orders at once: processing one batch at a time slightly lengthens the lead time but reduces errors by 50%.
Setting up metrics to manage day-to-day
Track the error rate weekly (aim for under 2%), the average picking time per order, the picking cost per order (often €2 to €5 for an SMB) and the carrier cost (a proxy for packaging weight/volume). Round it out with the NPS or the average rating for delivery quality. A simple spreadsheet updated every Friday is enough to quickly spot a drift before it becomes a crisis.
Frequently asked questions
What error rate should you target in order picking?+
Under 2%, with a picking time of 15 to 30 minutes per order depending on complexity.
Does two-person checking slow the process down too much?+
It adds a little time but cuts errors in half; the cost of returns avoided more than makes up for it.
How many box sizes should you standardize?+
Three are generally enough (XS, M, L), stored right next to the picking area to save time.