The work nobody budgets for
After checkout, someone on your team chases suppliers for confirmations, watches tracking that stops moving, collects return photos over chat, and reconciles who owes what. It is real work, it is invisible in dashboards, and it is usually the founder doing it.
What we do: we take that defined set of post-purchase workflows and run it — with your rules, your suppliers, and your decision rights — and show you every week where money and hours are leaking.
Three desks, each with clear boundaries
Every return and tracking exception gets a classification, evidence status, next step, and owner. Your customer starts the return in a verified self-service portal; you decide the outcome; the supplier confirms handling and issues the label.
Order routing checks, supplier status queues, missing-tracking follow-up, and a weekly list of open items — so supplier handoffs stop living in spreadsheets and chat threads.
A weekly management view of exceptions, refund and credit status, unrecovered evidence, and unknown costs — the numbers that quietly disappear between systems.
Returns with supplier accountability
Most return tools stop at the shopper. FulfillRelay coordinates the whole chain: the shopper opens a return in an email-verified portal, the retailer reviews it against published rules, the supplier reviews its side and issues the return label, and both sides keep separate, auditable settlement states. Responsibility is recorded, not argued about.
Honest boundaries
Work is bounded by exception volume, supplier count, and agreed workflows. Overflow becomes a change order, not a surprise.
We never advance supplier costs, hold balances, or process your refunds. Payment evidence stays in your Shopify stores.
Refunds, replacements, and customer outcomes follow your written rules. We prepare; you approve.
Managed operations questions
Is this the same as installing the FulfillRelay app?
The app is self-serve software. The operations desk is a managed service delivered through that same platform: our team runs the defined post-purchase workflows for you and reports weekly. You can start with either.
Do my suppliers need to change how they work?
No. We work with the suppliers you already trust. Suppliers confirm handoffs, tracking, and return handling through bounded workflows instead of shared inbox threads.
Do you hold our money or pay suppliers for us?
No. Supplier, freight, and return-label costs remain funded by you and paid through your own channels. The service is scoped work with clear evidence, not a wallet.
What does the 30-day post-purchase review cover?
We review the last 30 days of orders, tracking exceptions, returns, and supplier handoffs, then show where manual workload and cash leakage sit. If nothing is leaking, the review shows that too.
Is support unlimited?
No. Every engagement is scoped by exception volume, supplier count, and defined workflows, with limits agreed in writing before work starts.