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Drive Retention·Back Office Support

The work behind the desk, handled

Orders, returns, warranty claims, parts, vendor claims and the admin that piles up around them. Filed, followed and closed.

Book a callSee how it works
An operations team working orders and claims in an office

Get orders, returns, warranty claims, parts and vendor claims filed, followed and closed inside your own systems, with the evidence attached and every claim tracked until the credit lands.

The problem

Why one return becomes three problems.

The admin piles up around every product business. Without an owner, it looks like this:

  • A customer waiting while the warranty and vendor claims sit in other tabs
  • Claims that are nobody’s job, so nobody follows them up
  • Returns, parts and claims tracked by hand in a spreadsheet
  • The person answering the phone also keeping the claims sheet
  • No idea of time to close, claims recovered or hours spent
  • A return and a reply waiting on each other

Without the numbers, the work stays invisible and so does the money. Every failure turns into three open problems instead of one closed claim.

Charm fixes this by filing, following and closing it all from one desk, inside your systems.

The solution

Filed, followed and closed, with the evidence attached.

Our back office support service combines:

  • RMAs, replacements and parts, handled end to end
  • Warranty and vendor claims filed with the evidence attached
  • Order edits, address changes, refunds and return labels
  • Vendor contact for claims and parts, in your name
  • Tagging, reporting and the spreadsheet nobody wants to keep
  • A weekly ledger of open, closed and ageing claims

One desk takes the claim from the customer’s first message to the credit, and nothing waits in a tab that is nobody’s job.

Charm works inside Shopify, the marketplaces you sell on, your helpdesk, your 3PL, your RMA tool and the vendor portals, and reports out of them.

Everything behind the desk, filed, followed and closed.

01.RMAs and warranty, end to end

Returns, replacements, parts and vendor claims

Replacements, parts and vendor claims, filed and followed until they close. The customer gets the replacement, the vendor gets the claim, and your team gets the number.

Includes:

  • RMAs opened and tracked to close
  • Parts and replacements, sent and tracked
  • Warranty claims with the evidence attached
  • Vendor claims filed in your name
  • Each claim followed until the credit lands

That is usually the work founders most want off their desk.

A person packing a cardboard box

02.Orders and returns

Order changes, refunds and return labels

Order edits, address changes, refunds and return labels, handled from the same desk that answers the customer, so a return and a reply never wait on each other.

Includes:

  • Order edits and address changes
  • Refunds handled from the same desk
  • Return labels from your 3PL
  • Shopify and the marketplaces you sell on
  • The customer answered by the same desk

Your helpdesk holds the conversation, your store holds the order, and one desk works both.

A man working at a standing desk in a warehouse

03.The admin nobody wants

Tagging, reporting and the weekly ledger

Tagging, reporting, and the spreadsheet someone on your team is still keeping. Done inside your systems, reported weekly, with the hours it saved on the sheet.

Includes:

  • Tagging done inside your systems
  • Open, closed and ageing, every week
  • What was recovered and what was prevented
  • The hours it saved, on the sheet
  • The spreadsheet your team is still keeping

The work stops being invisible, and so does the money.

A tall stack of paperwork

The Charm back office workflow

  1. 01.

    Work inside your systems

    We work inside Shopify, your helpdesk, your 3PL, your RMA tool and the vendor portals, not around them. The first two weeks go to learning the product and writing the playbook.

    A woman at a computer in a warehouse office
  2. 02.

    File every claim with the evidence

    Warranty and vendor claims, RMAs, replacements and parts, opened and filed daily with the evidence attached. Vendors hear from us in your name.

    A woman filling in paperwork at her desk
  3. 03.

    Follow it until the credit lands

    Every claim is tracked until it closes. The customer gets the replacement, the vendor gets the claim, and the credit lands.

    A woman checking documents at her computer
  4. 04.

    Report it every week

    Open, closed and ageing, with what was recovered, what was prevented and the hours it saved, in one weekly ledger.

    A desk with a calculator, glasses and printed charts

Better follow-through. Clearer numbers. Claims that close.

How the back office desk runs:

Dailyclaims filed and followed
Weeklyopen, closed and ageing, reported
Your systemsRMA tool, 3PL, vendor portals
Evidence attachedto every warranty and vendor claim
Case studies

The work behind two desks, filed and closed.

Filter changes and dealer orders for Spout, replacements for Sutro: the tickets nobody sees, handled by the people who know the product.

Charm×Home & outdoorCase study 01 / 02
Countertop water hardware→ Homeowners, dealers, and installers

Filter changes and dealer orders, processed behind the inbox.

Behind a water machine’s support inbox sits a filter schedule and a dealer channel. Every filter change and every dealer order is a ticket somebody has to open, file and close, and none of it should reach the founder.

The desk learned the unit end to end, so filter changes and dealer orders are handled by people who know the product, and nothing from the back office lands on the founder’s desk.

We handleFilter changesDealer ordersInstallPlumbing
Email · Chat · Phone · Communitychannels the back office sits behind
Charm×Smart products & devicesCase study 02 / 02
Smart pool monitor→ Homeowners and retail buyers

Replacements filed and followed, so the pool keeps reading.

The back office of a connected device is the replacement: a monitor that lives in a pool eventually needs one, and the request arrives next to a chemistry question and a pairing problem.

Replacements are part of the Sutro desk: the ticket opened, the unit sent, the case followed until it closes, by the same team that answers the chemistry question.

We handleReplacementsWater chemistryPairingApp setup
Same nightanswers in the middle of summer
All case studies →

Questions

Returns, claims, portals and reporting.

Which systems do you work in?

Your helpdesk, your store and your 3PL portal. Shopify and the marketplaces you sell on for orders and returns, your helpdesk for the conversation, and your 3PL for labels and replacements.

Do you handle warranty and returns?

Yes. RMAs, replacements, parts, and vendor claims, filed and followed until they close. That is usually the work founders most want off their desk.

Do you talk to our vendors?

Yes, for claims and parts, in your name.

How is pricing structured?

Per agent, per month, with the desk build included. The price moves with hours of coverage, channels, and how technical the product is. No per-ticket surprises and no long-term lock-in.

How long until we are live?

The first two weeks are learning the product and writing the playbook; the rest is staffing, training, and a supervised ramp.

Who does the work?

A dedicated team on your desk only: agents, a team lead, QA and a trainer, hired for your product and trained on your playbook before the first ticket.

How is quality scored?

Every agent is scored every week against your standard. The scorecard covers volume by channel, first response and resolution times, CSAT, QA results, and the revenue signals your team flagged, and the same numbers land in your inbox each week.

What happens when an agent leaves or underperforms?

The team lead covers the queue and a trained replacement steps in from the bench, so coverage holds. Coverage is set in the agreement, not improvised when volume hits.

Who owns the customer relationship?

You do. Every conversation, contact, and resolution lives in your system. If we ever part ways, nothing walks out the door with us.

Is there a contract length?

No long-term lock-in. The desk runs month to month after the ramp, and coverage is written into the agreement so nothing is improvised.

Returns, claims and admin off your desk by next month.

Thirty minutes. Bring the claims, the returns and the spreadsheet. You leave with a desk design, a start date, and a price.