Guidance for Controlling the Risk of Transmission of Covid-19 for Click and Collect Purchases

Business Doncaster

Guidance for Click and Collect

The Health Protection (Coronavirus, Restrictions) (England) Regulations 2020 have recently been amended to enable customers to travel to shops to pick up products that they have ordered online, by post or by telephone.

The Health Protection (Coronavirus, Restrictions) (England) Regulations 2020 have recently been amended to enable customers to travel to shops to pick up products that they have ordered online, by post or by telephone.

Before you operate your business for click and collect purchases, you must carry out a risk assessment to manage and minimise the risks associated with the COVID-19 virus.

As an employer, you have a legal responsibility to protect workers and others from risks to their health and safety and you must do everything reasonably practicable to minimise the risks, recognising that you cannot eliminate all risk of the infection.

Businesses not listed under Part 3 of Schedule 2 of The Health Protection (Coronavirus, Restrictions) (England) Regulations 2020 are not permitted to allow customers to enter their premises even to collect click and collect items.

A range of measures will need to be implemented based upon your risk assessment to ensure that the risk of infection from COVID-19 is reduced to as low as reasonably practicable.  Some examples include:


For shops that are not permitted to allow customers into their premises

You should implement a system whereby collection times are specified for picking up goods and these should be staggered to prevent any unnecessary overcrowding.

You should make use of the most appropriate collection point at the building such as goods bay doors if this would reduce the risk of too many people queuing to collect goods and social distancing measures not being adhered to.

You must liaise with other adjacent businesses to determine how any queues will be managed to ensure that there is appropriate social distancing between queues.

Place clear signage outside of the store explaining the social distancing measures in place that customers should follow.

Place markings outside the store to assist correct queue spacing. 

Encourage customers to shop alone wherever possible. 

Customers are not permitted to enter or purchase anything from your premises and therefore nothing must be offered for sale.

Passing goods between people should be avoided wherever possible and a system implemented to put goods on the floor to then be picked up by the customer.

Customer order collection points should be set up to ensure the 2m separation either by floor markings or by limiting the number of customers that can wait at a time.

For any large items, consideration should be given as to how these items will be carried ie only by customers.  If this cannot be done safely, then large items should not be offered for sale.  Your policy needs to be published at the point of order.

Set up a no contact returns policy and ensure that this is advertised at the point of sale. 


The following measures can be implemented to reduce the risk to employees to as low as reasonably practicable.

  • Increase the frequency of hand washing by facilitating regular hand washing breaks for staff.
  • Provision of hand sanitiser in high traffic/customer interaction areas such as till points, changing rooms, staff rooms and staff and delivery entrances.
  • Regular cleaning of multi person contact points including door handles and key pads.
  • Introduce frequent deep cleaning of work areas, with attention to multi contact points. Eg between shifts, staff change overs and/or during breaks.
  • Provide additional pop up hand washing stations or facilities if possible. Provide soap, water and hand sanitiser, if available.
  • Encourage use of disinfectant wipes to clean all equipment before and after each use.
  • Keeping the activity time involved as short as possible.
  • Stagger staff shift start, end and break times to avoid overcrowding.
  • Using screens or barriers to separate people from each other.
  • Using back to back or side to side working (rather than face to face) whenever possible.
  • Reducing the number of people each person has contact with by using ‘fixed teams or partnering’ (so each person works with only a few others).
  • Consideration needs to be given as to whether employees are especially vulnerable to COVID-19.
  • Implement procedures for dealing with any staff that are infected ie they must not attend work.
  • If possible, cease the use of staff canteens. However, if this is not practicable, ensure that social distancing measures are applied in any staff canteens and provide pre-packed meals wherever possible.