Returns, part of DispatchThread

Returns your customers can do on a phone

A customer types their order number and their email or postcode, the portal checks it against the real order, and they pick what is coming back from what they actually bought. Your rules decide who pays the postage, and a person decides every fault claim with the photographs in front of them.

Register interest Live for our own customers, in place of a PDF form. £39 a month + VAT when it opens. Put my name down

The staff screen for a fault claim on demonstration data — Your customer on their phone, and the claim as your staff see it.

The returns portal on a phone, asking which items are coming back — Your customer on their phone, and the claim as your staff see it.

Shown on a demonstration shop with invented customers, orders and stock.

For the customer

Five steps on a phone: Find the order, choose the items, say why, add photographs if it is a fault, and get a return number and a packing slip. No account needed; a guest order works the same.
The real order: Items, sizes and quantities come from BigCommerce, so nobody returns a thing they did not buy. A product you do not take back is stopped before the parcel is posted, with the reason in plain words.
Told the truth: Who pays postage, how long they have, and that there are no postal exchanges, said on every screen. A tracking number can be added after posting and is recorded as their word, not checked.

Your rules, enforced in code

Who pays: Change of mind, sizing and preference returns are posted at the customer’s cost. When the fault is yours, you send a prepaid label; the portal never issues one by itself just because a fault reason was picked.
Two clocks: Fourteen days to tell you, then fourteen to get it back. On a fault claim the second clock starts when you reply, so your review time never eats into theirs. Late requests are accepted and flagged rather than blocked.
Photographs that are safe to hold: Re-encoded on the way in, so a stored file is always an image and never carries the phone’s location. Deleted on a schedule you set; the return itself stays measurable after the personal data has gone.

For your staff

A dashboard: What is awaiting review, what is on its way back, what has been checked in. Each return has its history; the activity page shows what anybody did on a given day, exportable as a sheet.
Check-in reported to stock: What arrived and what condition it is in goes to the stock control module, which puts the good ones back on the shelf.
Refunds stay yours: The portal reads your store and never writes to it. A refund is a person pressing a button in BigCommerce, on purpose.

Built carefully, because it holds names and addresses

Verified first

A wrong email and an order that does not exist get the same answer in the same time, so nobody can guess order numbers against it.

Accounts for people

Staff set their own passwords from a one-time link. Nobody chooses a password for anybody else, and the last administrator cannot be removed by accident.

Tested on invented orders

Hundreds of automated tests and end-to-end checks, every one on made-up customers. No real order has ever been used to test it.

Register your interest

Tell us which modules you are waiting for and we will write to you when they open, and before that if we want to show you something. Nothing is stored on this website: it goes to our inbox, and we reply as people.

What happens next

Today: Despatch is live and free for fifty orders a month. Start free.
Soon: Stock control, delivery dates, returns and order support are running in our own shops and being made ready for yours.
First: The people on this list hear first, and some of them get to try things before anyone else.