We manage marketplace orders, buyer messages, returns and claims within each marketplace's deadlines, so your customers get answers and your account stays in good standing.
We handle the order flow and the customer conversations every day, inside each marketplace's rules, and only bring you what needs your decision.
On eBay, you have 3 business days to respond when a buyer reports a problem or asks to return an item. After that, they can ask eBay to step in.
On Amazon, a late dispatch rate over 4% or a cancellation rate over 2.5% on orders you ship yourself can lead to the account being deactivated.
Customers who buy online can usually cancel up to 14 days after delivery, and you must refund within 14 days of getting the item back. Marketplaces add their own returns rules on top.
We make sure new orders reach your warehouse or fulfilment partner, dispatch is confirmed on time and tracking is uploaded. Amazon expects a valid tracking number on more than 95% of the shipments you send yourself.
We answer questions before and after purchase in each marketplace's messaging system, using your product knowledge and policies. On Amazon, sellers who ship their own orders can also earn Account Health Rating points for response time.
We authorise returns, issue refunds and handle exceptions within the marketplace's rules and UK consumer law, and keep you updated on returned stock.
We respond to Amazon A-to-z Guarantee claims and eBay Money Back Guarantee cases with the evidence needed. An A-to-z claim that isn't denied counts towards your Order Defect Rate, and an eBay case closed without seller resolution counts against your seller level.
We follow up neutral and negative seller feedback through the proper channels, such as Amazon's Feedback Manager, to understand what went wrong and put it right.
Cancelling an order because something sold out counts against you on both Amazon and eBay. Stock syncs across every channel and your website, so you don't sell what you haven't got.
We agree your returns policy, refund limits, tone of voice and which questions should come to you.
We bring orders from every channel into one place and connect them to the way you ship today, or set up marketplace fulfilment such as Fulfilment by Amazon.
We handle orders, messages, returns and cases every day, within each marketplace's deadlines.
We report on common questions and return reasons, then fix the listing or product information behind them.
Book a free 20-minute demo. We look at your products and where you sell today, show you the channels worth adding and walk you through a launch. You get a clear quote afterwards. No cost, no obligation.
