Frequently asked questions

We take on the routine operational work of running an online shop. Depending on your plan, that means processing orders and coordinating delivery, keeping your product catalogue accurate and up to date, and answering your customers by email and live chat. Every client has a named account lead and receives a report at the end of each month.

We work in the major e-commerce platforms and marketplaces, including Shopify, WooCommerce, BigCommerce, Wix, Squarespace, Amazon, eBay and Etsy, as well as common helpdesks such as Gorgias, Zendesk and Freshdesk and shared Gmail or Outlook inboxes. If you use something else, tell us and we’ll confirm before you subscribe.

No. We don’t hold stock or pack parcels. We coordinate with your warehouse, fulfilment partner or courier: booking shipments, sharing tracking details with customers and following up on delays.

Only if you want them to. By default we reply under your brand name, using your tone of voice and your policies.

Each plan has a fixed monthly price for an agreed scope of work, based on things like monthly order volume, catalogue size or the number of customer conversations. Prices are shown on each plan and at checkout.

No. Plans run month to month. You can cancel at any time and the cancellation takes effect at the end of your current billing period, so you won’t be charged again.

Yes. Contact your account lead to move up or down a level or to add another service. Changes normally take effect from your next billing date.

You subscribe through Stripe’s secure checkout. Your plan renews automatically on the same date each month, and Stripe emails you a receipt for every payment. We never see or store your full card details.

Any VAT that applies is shown at checkout before you pay, and on your receipt. You can add your company’s VAT number during checkout.

We contact you within one working day of subscribing to book an onboarding call, which usually takes place within two working days. Most clients are fully live within 5 to 10 working days, depending on catalogue size and the number of systems involved.

Staff or collaborator accounts on your store, marketplaces and helpdesk, with only the permissions the work requires. We never ask for your owner password, and you can remove our access at any time.

We process it only to deliver the service, on your instructions and in line with UK GDPR. Our Terms of Service include data processing terms, and we delete or return your data when the service ends.

Our team works Monday to Friday, 9:00 to 17:30 UK time, excluding bank holidays. Response times for customer messages are set out in each plan.

Tell your account lead first. We’ll review what went wrong and agree a fix. If we didn’t deliver part of your plan, our Refund Policy explains when you’re entitled to a credit or partial refund.

Yes. Our main market is the UK, and we also support businesses based elsewhere that sell to UK and European customers. Plans are billed in the currency shown at checkout.