scan & buy

Quick Start Reference Guide

table of contents
• scan & buy 3
• introduction 3
• what is scan & buy 4
• customer experience 6
• FE direction 7

8
• verifying the purchase 9
• signing into the app 10
• understanding the order summary 11
• validating the order 12
• help screens 13
• switch verifying associate
14
• handling exceptions 15
• item not in the order 15
• scanning error 16
• item could not be scanned 16
• failed to scan 17
• order already verified 17
• time or date exception
 scan & buy
introduction

Scan and Buy is an exciting new feature in the Bed Bath & Beyond app that allows
customers to place an order directly through their personal mobile device.

Scan & Buy gives our customers the ability to control their end-to-end instore experience:
customers can browse the store, scan items on the shelf and pay for them through the
app, and skip the checkout line for a fast and low-contact shopping experience.

Customers can ask associates on the floor any product-related questions while shopping.
They can also use coupons or offers directly from their account while checking out on their
phone. Scan & Buy makes it easy for our customers to shop in our stores!

tools you will need:

• TC device with the Scan & Buy app to verify customer purchases

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 scan & buy
learning objectives

what is scan & buy

• Learn what Scan & Buy is and how it provides an additional option for our customers
• Understand the customer experience
• Understand Scan & Buy responsibilities

• verifying the purchase

• Know the responsibilities and process of verifying the purchase
• Understand how to access the help screens if needed
• Learn how to switch the verifying associate in the TC

handling exceptions
• Understand error messages and how to handle exceptions

tools you will need:

• TC device with the Scan & Buy app to verify customer purchases

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 scan & buy

1 2
what is scan & buy? CUSTOMER
CUSTOMER
• Scan & Buy is a new option which allows a SELECTS SCANS ITEMS
customer to utilize the Bed Bath & OPTION
Beyond app on their personal mobile
device to scan items while shopping in
store.

• Customer pays in the app through their

BBBY account and receives a QR code to
present to an associate prior to exiting
the store.

3 4
• Customer presents the QR code to the
Front End associate at the Customer
ASSOCIATE THANK THE
Service/BOPIS desk who is completing VERIFIES CUSTOMER
Scan & Buy verifications. PURCHASE
• Associate scans the QR code utilizing a “Thanks for shopping with us, see
new app on the TC device and reviews you soon.”
high level details of the
transaction before verifying and
completing the shopping experience.

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 scan & buy

customer experience

Once the customer enters Upon opening the app, Once all desired items After payment is
the geofence in store, the customer will need have been scanned, the complete the customer
they receive a pop up to to sign in or create an customer can complete will receive a QR code
open the app. Customers account and then the checkout process and be directed to show
will only receive the select the “Scan & Buy” directly from the code to an associate
notification if they have option. The customer their account. prior to exiting the
the app downloaded with can then begin to scan store.
location services enabled. desired items.

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 scan & buy

FE direction
“Thank you for using Scan &
After paying, messaging in the app, directs the customer to the front of Buy! Please look for the Scan
the store to complete their transaction. & Buy signage near the exit
and checkout with the
Scan & Buy verifications should be completed at the Customer associate before you go.”
Service/BOPIS counter.

Once the verification is complete, associates should confirm there are no

security tags on the purchased items and offer the customer a bag if
needed.

All associates at the Front End should be familiar with the Scan & Buy
feature in order to assist customers with questions or direct them to the
Customer Service Desk/BOPIS counter to complete the verification
process.

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verifying the
purchase
 verifying the purchase
signing into the app
The associate logs into the
app with their BBBUID and
taps on START VERIFYING.
BED BATH & BEYOND
The Orders Section shows a
list of previously verified
orders. Orders only show in
this section after an order
QR code is scanned. Tap on
SCAN A QR to begin
verifying the order.
PROPRIETARY & CONFIDENTIAL
Scan the QR code on the
customers mobile device and
a summary of the order
appears on the screen.
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 verifying the purchase

understanding the order summary

A summary of the order will appear on the screen.
Order
Review and verify the high-level details of the Number
transaction before verifying the purchase: Date of
purchase
Time of
• The Scan & Buy order number
checkout
• The time of the order
• Verify the time is within 15 minutes of the
current time. If it’s not, refer to the Handling
Exceptions section

• The date of the order

• Verify the date is the current day. If it’s not,
refer to the Handling Exceptions section

• The individual items Item

• Listed in order of price point, highest to
Information
lowest
• Picture, description, quantity and price of the
item

• The total dollar amount of the order

Total
Total # of
• The total number of items purchased Incl tax &
Items
discount
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 verifying the purchase

validating the order

To start the verification process, tap on SCAN ITEMS.

Quick visual verify:

• Visually verify the number of items in the customers cart matches the
total number of items purchased on the ereceipt

Alerts will appear on the screen as items are scanned.

5 or less items purchased:

• Scan all items

More than 5 items purchased:

• Scan the top 2 items
• Scan an item from the middle of the ereceipt
• Scan last 2 items from the ereceipt

After scanning the required items, tap on VERIFY ORDER.

An alert will appear on the screen validating the order has been verified. Tap on
VERIFY ANOTHER ORDER to return to the order history screen.

Finish with the customer as applicable:

• Deactivate/remove EAS tags
• Bag their merchandise
• Thank the customer for shopping with us and invite them to come
back
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 verifying the purchase

help screens

If needed, instructions for The first help screen The second help screen
verifying the customer displays the details to displays the steps to
purchase can be accessed validate. complete verification of the
by tapping on the ? for help. purchase.

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 verifying the purchase

switch verifying associate

If the TC device is given to a The new associate enters

different associate to verify their BBBUID and tap on
orders, the new associate UPDATE ASSOCITE ID.
will need to sign in. Tap on
the Pencil icon.

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handling exceptions
 handling exceptions

item not found in order

Let the customer know this item is not part of the order and ask if they would
like to purchase it.

“It looks like this item was missed, did you want to purchase it?”

If the customer would like to purchase the item, complete verification of the
Scan & Buy order and escort them to the next available register. If at BOPIS
counter, complete the transaction there.

“Great, let’s get you rung up.”

If the customer does not want to purchase the item, retrieve it from the cart
and return it to the correct go back bin.

scanning error
If you receive a scanning error, try scanning the item again. If the UPC will not
scan, the item can be verified manually.

To manually verify the item:

• Visually verify the description information of the item and match it
to the ereceipt
• Tap on the circle in the upper left corner of the item information on
the ereceipt and a green checkmark will appear

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 handling exceptions

item could not be scanned

This error message indicates the item is not part the order.

“Looks like our system didn’t add this item to your order. Would
you like to pay for it now?”

If the customer would like to purchase the item, complete verification of the
Scan & Buy order and complete the purchase of the additional item through
regular POS.

If the customer does not want to purchase the item, retrieve it from the cart
and return it to the correct go back bin.

failed to scan
This message is designed to show when the QR code isn’t actually linked to an order. It
is possible the QR code is wrong or just didn’t scan correctly. Try scanning the QR
code again. If the message still appears, ask the customer to refresh their screen.
Politely explain to the customer the transaction did not process correctly, and
complete the purchase through regular POS.
“It doesn’t look like this order is scanning, can you refresh the app
and we’ll try again?”

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 handling exceptions

order already verified Order has

If an order has been already verified, the screen will display ‘read-only’
been verified
mode when the QR code is scanned. The screen includes the phrase
"verified" with the verifying associate's BBBUID.

“Looks like this order has already been verified. Can you refresh
the app and let’s see if there is another QR code to scan?” Read-Only
Mode
time or date exception
• If the order is from the current date and within 15 minutes of the
current time, complete the verification process.

• If the order is from the current date, but not within 15 minutes of
the current time, the associate can verify if they feel the order is
legitimate.
• To verify, the associate should call a Supervisor for approval
or ask the customer to present the emailed receipt.

“May I also see your email receipt for verification.”

Time and
• If the order is not from the current date, or completely outside of
the 15 minutes, ask the customer to refresh the app for a new QR Date
code.
• If there no new QR code, call a Supervisor for assistance.

This is to protect us from someone who may try to use a single QR

code for multiple trips.
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