Person putting a cardboard box back on a shelf in a warehouse

What is pick and pack fulfilment?

And how can it be the key to happy customers?

Picking and packing is a vital part of the order fulfilment process, and it goes a long way to help customer satisfaction. As an ecommerce business, you’re probably already aware that ecommerce fulfilment should aim to make customers feel appreciated and impressed by your service, and a perfect pick and pack process is a great way to achieve this. Getting your product packaging and speed of delivery right can help your customers feel valued and appreciated.

So, what is involved in the picking and packing process, and why it is so vital in giving your customers the best experience possible? Read on to learn how you can make a difference with a perfect pick and pack service.

What does picking and packing involve and why is it important?

The pick and pack process can be thought of as an important cog in the wheel that keeps the efulfilment process moving. Technically, the act of picking and packing refers to picking all items from a customer’s order from a storage location and packing the item into the right packaging to be shipped.

Ecommerce companies responsible for their customers’ order fulfilment often streamline their picking and packing process with picking methods such as batch picking to ensure they aren’t wasting any time.

If you find you don’t have time to fulfil picking and packing duties internally, you may want to outsource a pick, pack and ship service. Find out more about choosing a pick and pack service here.

One common picking method, and probably the most popular, is single order picking. It requires an individual to pick a single customer order close to the time of the order comes in, and is dealt with one order at a time. This method is easy to employ, often ideal for smaller warehouses, but isn’t particularly time efficient.

Batch picking is another popular method. A worker picks multiple orders with the same SKU at one time. While it still requires workers to choose items, it is more efficient than single order picking as it reduces travelling time between pick locations. This method is often used by warehouses with larger ecommerce activity.

Find out more about batch picking vs single order picking here.

Though picking and packing may seem like a banal task, it holds a lot more importance than simply efficiently packing the right products. It can determine whether you make a good or bad impression on your customer. When it comes to presentation, an order should always be picked accurately and packed in a neat arrangement to give a good impression of your business. You may also want to provide the options of personalised packaging or packaging unique to your brand, to further enhance customer experience.

How does picking and packing affect customer loyalty?

Reach out to customers with sustainable packaging

Modern-day consumers don’t only expect speedy delivery and excellent customer service. Customers are now also interested in sustainable packaging, and providing it can make the difference between a one-time order and a loyal, happy customer. A 2025 study revealed that 78% of consumers consider sustainability an important factor when shopping. More than half are willing to pay a premium for brands that align with their environmental values.

Sustainable packaging can also show corporate responsibility, and using eco-friendly packaging is a sure way to win over the modern-day consumer.

At Linney, sustainability, functionality and seasonality are always at the forefront of our designers’ minds, ensuring your product has maximum impact on the shelf with minimum impact on the planet and your budget.

Find out more about Linney’s innovative packaging here.

Get personal with your pick and pack process

You may want to provide the options of personalised packaging or packaging that is unique to your brand, to further enhance customer experience on receipt of their order. Unique or custom packaging can ensure customers feel valued and excited about receiving future orders. It can also help you build a personality for your brand and make the buying experience more personal to customers.

Accuracy is key

Have you ever been excited about receiving a product only to find they have sent the completely wrong item? It’s so frustrating and undermines your faith in the brand. The pick and pack process is a key part of ensuring your customers get exactly what they ordered. Accuracy is key when it comes to pick and pack fulfilment.

It’s all in the presentation

The presentation of an order can make or break customer loyalty. A neatly packed order can make customers feel valued and give a good impression of your business. Similarly, providing protective packaging for fragile products or discreet packaging where necessary can ensure your package meets customer expectations, helping you to maintain customer loyalty for future purchases.

Impress customers with efficiency

A quick picking and packing process can speed up shipping, ensuring customers get what they need faster, exceeding their expectations. If they know they can count on a company each time for reliable, timely product delivery, they’ll continue to order from your business.

Struggling for time? Help is out there

Many ecommerce companies are starting to outsource their picking and packing to third-party logistics (3PL) companies, who know exactly how to make this process run smoothly. Some fulfilment service providers will offer more than just the basics, which can be helpful for growing ecommerce businesses that may need help in the future. Many companies that offer fulfilment services are also experts in other supply chain areas.

It could make things a lot easier if you can do all your outsourcing with one company. At Linney, we understand that as an ecommerce business, delighting your customers is the end goal. Getting your products to your customers efficiently and exceeding their expectations is a key part of maintaining loyal and happy customers.

That’s why we provide much more than just warehousing and stock management. We offer a variety of services to help your ecommerce fulfilment process go smoothly, from managed ecommerce services to order fulfilment services. To find out more about how we can help you provide your customers with the best service possible, read about the services we offer, or contact us here.