{"id":29771,"date":"2021-05-05T02:00:00","date_gmt":"2021-05-05T07:00:00","guid":{"rendered":"https:\/\/www.shipstation.com\/?p=29771"},"modified":"2025-11-07T10:29:41","modified_gmt":"2025-11-07T16:29:41","slug":"how-matalan-shipped-over-1-million-orders-during-pandemic-with-fulfil-from-store","status":"publish","type":"stories","link":"https:\/\/www.shipstation.com\/stories\/how-matalan-shipped-over-1-million-orders-during-pandemic-with-fulfil-from-store\/","title":{"rendered":"Matalan"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"h-how-matalan-shipped-over-1-million-orders-during-pandemic-with-fulfil-from-store\">How Matalan Shipped Over 1 Million Orders During Pandemic with Fulfil-from-Store<\/h2>\n\n\n\n<p>For over 30 years, <a href=\"http:\/\/matalan.co.uk\">Matalan<\/a> has been on a mission to provide outstanding quality and value for modern families. As one of the leading omni-channel retailers in the UK, they operate over 200 retail locations spread across the UK, Europe, and the Middle East. The fastest growing sector of their business now, however, is ecommerce.&nbsp;<\/p>\n\n\n\n<p>When Matalan initially brought on <a rel=\"noreferrer noopener\" href=\"https:\/\/www.shiftcommerce.com\/\" target=\"_blank\">SHIFT Commerce<\/a>, a digital retail platform, to help tailor and optimise their marketplace strategy in 2017, they knew the future of retail was online and that they needed to become a more agile ecommerce brand. Based on their brand awareness and physical retail presence, Matalan also knew they needed to build their online store on a platform that could handle high volumes and still have room to scale.&nbsp;<\/p>\n\n\n\n<p>The SHIFT Commerce platform is predominantly API driven, which makes it easy for merchants to plug and play third-party integrations seamlessly into the backend \u2014&nbsp;including ShipStation. A platform with this flexibility is often referred to as headless commerce.&nbsp;<\/p>\n\n\n\n<p>In a matter of a couple years, SHIFT Commerce enabled Matalan to adapt to the digital market, grow a strong online presence, and open and staff a distribution center solely for ecommerce&nbsp; orders. However, as COVID-19 was beginning to cause global shutdowns, Matalan knew they would need to adapt yet again.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-color\" id=\"h-capitalizing-on-in-store-inventory-during-covid-19-shutdown-nbsp-nbsp\" style=\"color:#2e3657\"><strong>Capitalizing on In-Store Inventory During COVID-19 Shutdown&nbsp;&nbsp;<\/strong><\/h2>\n\n\n\n<p>Once news of COVID-19 started to spread in early 2020, the Matalan team met with SHIFT to discuss opportunities for encouraging in-person shoppers to buy online. <\/p>\n\n\n\n<p>After a meeting of the minds, they decided to experiment with a fulfil-from-store distribution model.<\/p>\n\n\n\n<p>Emma Sutton, Operations Director of SHIFT Commerce recalls the brainstorm with Matalan as \u201cWe\u2019ve got the stores, we\u2019ve got the staff. Let\u2019s get them picking orders,\u201d she said. <\/p>\n\n\n\n<p>With hundreds of retail locations spread across Great Britain, the concept of converting empty retail stores into mini distribution centers was a no-brainer. As a budget retailer, margins are key to Matalan\u2019s business success. With this new process, they would not only save money on postage by shipping parcels from the closest retail location, but they were also able to capitalize on selling the inventory already stocked in-store.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>\u201cHaving flexibility and being agile was really important for Matalan. Since coming on board, their online revenues have grown by 77%, organic traffic has risen by over 30% and conversion rates continue to climb.\u201d<\/strong><\/p>\n<cite><em>Emma Sutton&nbsp;<\/em><br><em>Operations Director, SHIFT Commerce<\/em><\/cite><\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The only problem? They needed a shipping software solution that would support shipments through multiple carriers, allow them to fulfil orders from multiple locations, and seamlessly communicate with their existing platforms.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-color\" id=\"h-shipstation-solution-enables-click-and-collect-ship-from-store\" style=\"color:#2e3657\"><strong><strong>ShipStation Solution Enables Click and Collect, Ship From Store<\/strong><\/strong><\/h2>\n\n\n\n<p>Given that Matalan already managed their inventory through SHIFT Commerce\u2019s order management system, implementing this fulfilment process was relatively easy and hands-off for Matalan\u2019s development teams. By coding an order router within SHIFT Commerce, Matalan can now cross-reference inventory across all stores in real-time and route orders as necessary for the most efficient shipping option.&nbsp;<\/p>\n\n\n\n<p>By setting up each independent store as a user account in ShipStation, Matalan was able to funnel only relevant orders to quickly onboard their existing employees. Users can see the orders, can go around the store, pick them, print the labels directly from ShipStation, and then Hermes picks them up from the store for distribution.<\/p>\n\n\n\n<p>\u201cThe selling point with ShipStation is obviously you have the APIs available, so, it makes it easy to integrate with our platform,\u201d said Sutton. \u201cWe all agreed this was the quickest and easiest way to get Matalan rolling with a fulfil-from-store program.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-color\" id=\"h-the-ease-of-onboarding-fulfilment-teams-onto-shipstation\" style=\"color:#2e3657\"><strong>The Ease of Onboarding Fulfilment Teams Onto ShipStation<\/strong><\/h2>\n\n\n\n<p>After a couple test runs at their store in Leeds, a few chats with the local <a href=\"https:\/\/help.shipstation.com\/hc\/en-us\">UK ShipStation support team<\/a> to set up workflow automations, and creating internal process documentation, the Matalan teams felt confident enough in the software to start shipping out orders.<br><br>\u201cThere doesn\u2019t have to be extensive training. ShipStation is quite an easy interface,\u201d said Sutton. \u201cIn a matter of a few months, they were up and running.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-pullquote\"><blockquote><p>\u201cThe store users have been able to pick up ShipStation really easily. Users can see the orders, can go around the store, pick them, print the labels directly from ShipStation, and Hermes then come and pick them up from the store, and distribute them.\u201d <\/p><cite>Emma Sutton<br>Operations Director, SHIFT Commerce<\/cite><\/blockquote><\/figure>\n\n\n\n<p>Because the systems are continuously talking to each other through API calls and responses, there is very little manual intervention required by Matalan\u2019s fulfilment team. Even simply printing the label through ShipStation triggers a dispatch email to the customer so that the customer knows their order&#8217;s on the way or that that&#8217;s ready to pick up at the store.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-color\" id=\"h-increase-in-productivity-amp-sales-with-flexible-shipping-solution\" style=\"color:#2e3657\"><strong>Increase in Productivity &amp; Sales with Flexible Shipping Solution<\/strong><\/h2>\n\n\n\n<p>Since integrating with ShipStation through SHIFT Commerce, Matalan has shipped over a million orders, and millions of Pounds in product from their individual retail stores.&nbsp;<\/p>\n\n\n\n<p>Quick action and innovation from both the SHIFT Commerce and Matalan operations teams meant that within a few months into the pandemic, Matalan stores and staff were set up to pick, pack, and fulfil online orders directly from the ShipStation mobile app.&nbsp;<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong><strong>\u201c<strong>About 40 to 50% of Matalan\u2019s online orders are coming through ShipStation to stores right now. It&#8217;s phenomenal. It&#8217;s really helped them ramp up their online capacity.<\/strong>\u201d<\/strong><\/strong><\/p>\n<cite><em>Emma Sutton&nbsp;<\/em><br><em>Operations Director, SHIFT Commerce<\/em><\/cite><\/blockquote>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>And there\u2019s no plans to slow down their ecommerce growth, despite retail shops opening back up. With the help of SHIFT Commerce, Matalan has been able to embrace the ever changing landscape of retail. And, given its success the past year, plans to continue and build on their fulfil-from-store distribution model.<\/p>\n\n\n\n<p>&nbsp;\u201cIt&#8217;s just what makes this partnership and this solution so important and so valuable. Because, it&#8217;s really allowed them to weather the storm, so to speak,\u201d said Sutton.<\/p>\n\n\n\n<p>Sutton credits a lot of Matalan\u2019s success this past year on good timing, good strategy, and the importance of good software solutions for ecommerce.&nbsp;<\/p>\n\n\n\n<p>\u201cHaving a system that gives you a view of the orders, lets you see what you&#8217;ve sent and what you haven&#8217;t, or what you short shipped \u2014 it puts things into queues, which is vital \u2014 that view and that organization this year has been so desperately needed because everything has shifted to online,\u201d said Sutton.&nbsp;<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>How Matalan Shipped Over 1 Million Orders During Pandemic with Fulfil-from-Store<\/p>\n","protected":false},"author":149,"featured_media":26287,"menu_order":0,"template":"","meta":{"_acf_changed":false},"story-cats":[],"class_list":["post-29771","stories","type-stories","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.1 (Yoast SEO v25.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Matalan Success Story - ShipStation<\/title>\n<meta name=\"description\" content=\"Learn how Matalan quickly shifted to a fulfil-from-store distribution model during COVID-19 and shipped over 1 million orders using SHIFT and ShipStation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.shipstation.com\/stories\/how-matalan-shipped-over-1-million-orders-during-pandemic-with-fulfil-from-store\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Matalan Shipped Over 1 Million Orders During Pandemic with Fulfil-from-Store Distribution Model\" \/>\n<meta property=\"og:description\" content=\"When COVID-19 hit, UK retailer, Matalan, had to quickly adapt their retail stores into mini distribution centers. 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