One source of truth
Not a siloed call center.
Support reads and writes the same order data fulfillment runs on. Your customers get answers from the system that actually shipped the order, not a separate team guessing from a separate tool.
Fulfillment
Picks, packs, ships
Shared order data
Unified order system
Customer support
Answers your customers
In practice
What alignment actually looks like.
The same questions every brand fields, resolved faster because the people answering also run the warehouse.
How we resolve it
Because we packed the order, we pull the exact pick-and-pack record, confirm what actually shipped, and send the correct item. No relay between you, a call center, and a warehouse that do not talk to each other.
How we resolve it
We read the live order and tracking from the same system fulfillment runs on, so your customer gets the real status, not a scripted guess from a separate support tool.
How we resolve it
If the order has not shipped, we correct it on the floor before it does. If it already shipped, we say so plainly and start the carrier process. No false promises.
How we resolve it
We handle the conversation and start the RMA, then flag it to reverse logistics (which we also run) so the return is expected when it arrives. The physical processing happens in reverse logistics.
Account management
Someone owns the relationship.
Support is only half of it. The other half is a person accountable for your account: the ongoing relationship, not just the tickets.
Your point of contact
A dedicated client-success contact who knows your brand and your standards, not a rotating ticket queue.
A regular cadence
Daily operational contact, weekly check-ins, and monthly and quarterly reviews. You always know where things stand.
Proactive, not reactive
You hear from us before there is a problem. Reporting, escalations, and changes come to you, not the other way around.
The boundaries
What we do, and what we do not.
Naming the edges is part of the standard. You always know where the support layer ends and another part of the operation begins.
Included
- Customer support across email and your Shopify store
- Order-status and WISMO questions answered from live order data
- Wrong-item, address-change, and delivery-exception resolution
- Return-request handling and RMA initiation (the conversation)
- A dedicated account manager and regular reporting
Not included
- Brands we do not fulfill: CX is for fulfillment clients only
- Non-Shopify platforms: Shopify-only, by design
- The physical processing of returns: that is Reverse Logistics
- Transit and carrier claims: those belong to fulfillment (DTC)
One operation
Support is not a vendor bolted onto your fulfillment.
The same team that ships your orders, reading the same order data, answers your customers. One operation, one source of truth, start to finish.
The standard
Support held to a standard, not a script.
- Same-day
- Issue resolution
- Always-available
- Support availability
Exceptions resolved the day they surface
Constant, founder-accessible support
The same documented standards as the rest of the operation