MeasuredOS
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For retailers and online brands

From checkout to doorstep, and back again.

Along the way come questions, updates and the odd thing to put right. Each takes time from growing the business.

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What we do

An online shop has parcels to chase, a fashion brand sizes to suggest, a subscription box late changes to sort and an electronics brand set-ups to talk through. Each needs someone who knows your range and your rules.

Which parts we take on is up to you

It could be your customer service, by email, chat, phone and social. It could be the returns and refunds, the delivery and repair bookings, the claims for lost and damaged parcels, or your product listings kept right.

We can also set up and plan

If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.

You’ll know these

Moments every retailer knows too well.

  1. Online shops

    Sunday, 23:10

    A parcel shows as delivered. It isn’t there.

    Nobody reads the message until Monday. By then there are two more from the same customer, and a review.

  2. Fashion and beauty brands

    The night of a drop

    The collection goes live, and so does the inbox.

    Size questions, stock questions and “did my order go through?”, by email and in your DMs at once, while the launch is still selling.

  3. Subscription boxes and meal kits

    The day after the cut-off

    “Can I still change this one?”

    The subscriber has moved, or wants to skip. The box is already being packed, and their account page has stopped letting them.

  4. Electronics and smart home brands

    The evening it’s unboxed

    It won’t connect.

    Nothing is wrong with the product. It goes back in the box anyway, and comes back to you as a return.

What we take on

What you sell changes the work.

A dress, a weekly box and a video doorbell bring different questions. Find yours. Any one job can be taken on by itself.

The order, and after.

Shoppers answered with the order open beside the conversation, and the admin each order leaves behind kept moving.

  • Order questions, changes, cancellations
  • Returns and refunds, within your limits
  • Lost and damaged parcels claimed for
  • Public reviews replied to
More for online shops

Courier claim

Parcel lost on the way

Replacement sent, as your policy allows
Claim made, with tracking and value
Noted
Other parcels have gone missing on this service

Claim reference saved against the order

Fit, shade and returns.

Questions answered from your size guide and product information, wherever they’re asked, and what customers say about fit passed back to you.

  • Size, fit and shade questions
  • Social messages and comments
  • Returns, exchanges and refunds
  • What customers say about fit, noted
More for fashion and beauty brands

What customers say

The wrap dress, this month

Most said
“Tight across the shoulders”
Usually
Exchanged for the next size up
Passed to you, as the size guide says true to size

With your returns figures, in the customers’ words

Every round, and what it leaves.

The changes, charges and boxes a subscriber’s account can’t settle by itself, answered to your rules before the next one goes out.

  • Changes asked for after the cut-off
  • Charges explained, and refunded as your policy says
  • Cancellations made when they’re asked for
  • Boxes that arrived short or broken, put right
More for subscriptions and meal kits

Billing question

“I cancelled this months ago”

Subscription found, still active
Cancelled now, and confirmed to them
Refunded
This charge, as your policy says

Noted on the account, with what they said

Set up, connected, and kept working.

For brands that make the product. Set-up talked through from your own guides, warranties checked and repairs booked, and anything beyond your steps passed to you.

  • Set-up and connection help
  • Warranty checks and registrations
  • Repairs and engineer visits booked
  • Faults logged by model
More for electronics brands

Warranty and repair

Washing machine, stops mid-cycle

Your fault-finding steps tried, no change
In warranty, receipt and serial checked
Booked
Engineer visit, Thursday afternoon

Booked, with the fault described

Followed to the end

The reply is where the work starts.

Pick a problem, and watch what the team does once it has been answered.

What came in

Customer · Sunday, 23:10

Tracking says my parcel was delivered yesterday. It wasn’t, and the photo isn’t my door. It’s a birthday present for Friday.

Waiting for you on Monday

Replacement sent, courier case opened

  • Delivered to the wrong address, going by the courier’s own photo
  • Case reference saved against the order, with the claim to follow

What the team does

  1. Replies in your nameWith the order open beside the message
  2. Checks the trackingThe courier’s photo doesn’t match what the customer describes
  3. Checks what your policy allowsA replacement, without waiting on the courier
  4. Sends the replacementOn your faster service, and the customer told
  5. Opens the case with the courierAnd asks the customer for the written confirmation the courier will want

A customer answered on Sunday night, and a claim started that would otherwise never have been made.

What came in

Subscriber · Thursday, 18:40

This week’s box came without the chicken for two of the recipes. We were going to cook one of them tonight.

Waiting for your operations team

Chicken missing from this week’s box

  • Credited, as your rules allow
  • Logged with the recipes and the packing day

What the team does

  1. Answers in your nameSubscription and this week’s box found
  2. Checks your rules for a missing itemFresh food can’t come back, so here it’s a credit
  3. Credits itAgainst this week’s box, and the subscriber told
  4. Tells them what happens nextWhere the credit shows, and that the next box comes as planned
  5. Logs it against the packingThe item, the recipes and the packing day

A subscriber put right that evening, and a gap in the packing you can see before the next round goes out.

What came in

Customer · Saturday, 10:15

I’ve tried three times and the doorbell won’t connect to the app. I’m about to send it back.

Waiting for you

One more set-up stuck at the wifi step

  • Working after your reset steps
  • Other owners of this model have stuck at the same step

What the team does

  1. Answers in your nameWith your set-up guide open
  2. Finds out where it’s stuckFine until the wifi step, then nothing
  3. Follows your steps for thatReset, then paired again from the start
  4. Stays until it worksConnected, and the first test ring comes through
  5. Logs it against the modelOthers have stuck at the same step

A doorbell on the wall and not in a returns parcel, and a pattern you can fix at its source.

Your kind of business

Not one of those? Find yours.

The kinds of retailer and brand we work with, each with the work we’d take on.

  • Online shops

    The team answers order questions by email, chat and social, and handles the returns, exchanges and courier claims behind them. Cover grows for Black Friday and Christmas and comes back down afterwards.

    More about online shops

  • Fashion and beauty brands

    Sizing and product questions are answered before the sale, on your social channels as well as in the inbox. Orders and returns are followed through afterwards, with extra cover for a launch or a sale.

    More about fashion and beauty brands

  • Subscription boxes, clubs and meal kits

    Skips, pauses, swaps and cancellations are handled to your rules, for boxes and clubs that come monthly and meal kits that come weekly. Subscribers whose payment has failed are helped to update their card themselves, and boxes that arrive damaged or short are put right.

    More about subscription boxes, clubs and meal kits

  • Homeware and furniture

    Delivery slots are arranged and customers kept up to date on orders with long lead times. Items that arrive damaged are dealt with, from the claim to the replacement part.

    More about homeware and furniture

  • Electronics, appliance and smart home brands

    The team helps customers set up and connect what they’ve bought, working from your own guides. Warranty questions, repair bookings, parts and returns are handled too.

    More about electronics, appliance and smart home brands

  • Marketplace sellers

    Buyer messages on Amazon, eBay and TikTok Shop are answered, and returns and not-as-described cases worked through, for the orders you send out yourself. Product listings can be kept up to date as well.

    More about marketplace sellers

  • Food, drink and consumer goods brands

    Product questions and complaints are answered and logged, across the inbox, your online shop and your social channels. A product recall line can be set up and tested with you in advance.

    More about food, drink and consumer goods brands

  • Luxury brands

    Clients are looked after by email and phone with the care a premium brand expects, in European languages where you need them. Repairs, after-sales and private appointments are arranged for them.

The team

Who answers, and where they are.

Your work runs from one of our three locations, in the Philippines, Portugal or Ireland. Which one comes down to the hours, the languages and the kind of work, and we agree it with you before anything starts. Wherever it is, the team answers as your brand and works to your policies.

  • Our own employees, trained on your range and your policies before they answer anyone
  • Anything outside the limits you’ve set comes to your own people
  • Team leads whose job is coaching
  • The hours your customers shop, covered
Where we work

Questions, answered.

The things retailers and online brands are likely to ask first.

Which parts of our operation can you take on?

It could be customer service by email, chat or phone, or your social and marketplace messages. It could be returns and refunds, or delivery and repair bookings. It could also be the admin behind them, such as courier claims, review replies and product listings. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.

How do we get started?

With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work

Is there a minimum team size?

No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.

Will the team sound like us, or like a script?

Like you is the aim. It starts from what you give us, such as how you like to speak to customers and some replies you’re happy with. If none of that is written down, we’ll help you put it into words. From there it’s part of the training, and real conversations are reviewed against it.

How does the team learn our range and our policies?

Through training, before anyone does any work for you. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. New products and policies are trained in as they arrive.How we work

Do you work in our systems, or yours?

Yours. That might be a shop platform with a helpdesk beside it, a marketplace’s own seller tools or something built in-house. The team works in whatever you run on, and each person has their own named login. If there’s no helpdesk yet, we’ll help you choose one and set it up.

Does the team make decisions, or bring them to us?

That is yours to set, for each kind of work, and it is written down before the team starts. The team can act to your written rules, such as refunds and replacements up to the limits you agree. Or you can keep every decision yourselves. Questions about a finance agreement or a protection plan go to whoever provides it.

What happens at peak?

Peak is planned with you ahead of time. We work back from the date you need people ready, so that everyone covering it has been trained before the orders arrive. The same goes for a sale, a launch or any busy time you can see coming.

Can we use you only for peak, or only for evenings and weekends?

Yes. It could be the weeks around peak, the evenings and weekends, one channel, one marketplace, or all of it all year.

Who manages the team?

We do. Hiring, the rota, cover and performance are ours, and each team has a team lead whose job is coaching. You deal with one person who owns your service.How we work

How do we see what’s being said to our customers?

The team works in your systems, so every conversation is there for you to read. Beyond that, real conversations are reviewed, and what the reviews find goes into each person’s coaching. You also get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work

What if the work I need help with isn’t listed here?

Tell us about it. This page covers the work retailers and online brands are most likely to need, not everything we do. If the work follows a process and happens in an inbox, on the phone or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business

How much does it cost?

It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.

Alongside it

The rest of what we do for retailers.

Some of it we run, some we set up, and some we plan with you. Each stands on its own.

Let's talk.

Tell us what's going on. If we're not the right fit, we'll point you to someone we trust.

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