Customer Support & Returns

Streamlined Logistics Support and Returns Processing

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Service scope

dutchub manages the operational aspects of customer communications and returns, focusing on shipping-related inquiries and warranty processing while maintaining clear escalation paths to brands for technical or complex issues.

1. Logistics-focused support

  • Shipping inquiries: Handle questions about delivery status, tracking information, and shipping methods
  • Delivery issues: Manage cases of missing, delayed, or undelivered packages
  • Basic product questions: Address straightforward questions about received items
  • Warranty administration: Process warranty claims and coordinate with brands

2. Escalation management

  • Technical queries: Direct complex technical questions to brand's support channels
  • Brand-specific issues: Escalate product-specific concerns to brand representatives
  • Trained responses: Follow brand-provided guidelines for specialized product support
  • Clear communication: Maintain transparent escalation paths for customers

3. Efficient query resolution

  • Standardized responses: Pre-approved templates for common shipping and delivery questions
  • Brand alignment: Communications that reflect brand tone and service standards
  • Multi-language support: Coverage for major European languages in logistics communications
  • Timely responses: Target response times for delivery-related inquiries

4. Issue resolution workflow

  • Initial assessment: Quick triage of customer inquiries
  • Brand escalation: Efficient routing of non-logistics questions to appropriate contacts
  • Status updates: Keep customers informed during issue resolution
  • Documentation: Complete record of customer interactions and resolutions

5. Structured warranty handling

  • Claim intake: Systematic collection of warranty claim information
  • Brand coordination: Liaison with brands for warranty validation and approval
  • Replacement processing: Manage warranty replacements and returns
  • Documentation management: Maintain complete warranty claim records

6. Streamlined returns operations

  • Returns authorization: Process and validate return requests
  • Pre-printed labels: Provide return shipping labels and instructions
  • Quality inspection: Check returned items upon receipt at our facility
  • Condition assessment: Document product condition and return reasons

7. Returns coordination

  • Brand decisions: Implement brand-specific instructions for returned items
  • Restocking management: Process resalable items back to inventory
  • Disposition handling: Manage non-resalable items per brand guidelines
  • Reporting: Provide detailed returns analytics and insights
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Efficient logistics support

Our customer care and returns service focuses on efficient logistics support while ensuring technical and complex product questions are handled by the appropriate brand experts. This approach maintains high operational standards while respecting brand expertise and customer support hierarchies.

FAQ - Customer support & returns

Q: What types of customer inquiries do you handle directly?

A: We manage all shipping-related questions including delivery status, tracking information, missing packages, and basic product questions about received items.

Q: How do you handle technical or complex product questions?

A: We direct technical queries and complex product-specific issues to your brand's support channels, following your escalation guidelines.

Q: What's your process for handling returns?

A: We manage returns according to EU law while following your brand's specific instructions. We inspect returns and defects based on your guidelines, and you decide the final disposition of each item.

Q: Do you handle warranty claims and administration?

A: Yes, we handle warranty claim intake and processing as a service to ensure positive customer experiences, while protecting your brand interests within platform and legal requirements.

Q: What languages do you support for customer communications?

A: We provide support in major European languages including Dutch, English, German, and French for all logistics and delivery-related communications.

Q: How do you ensure our brand voice is maintained in customer interactions?

A: We use pre-approved response templates that reflect your brand tone and service standards for consistent customer communications.

Q: What happens when a package is lost or significantly delayed?

A: We handle all delivery issue cases directly - investigating with carriers, providing updates to customers, and coordinating replacements when needed.

Q: How are returned items inspected and assessed?

A: We conduct quality inspections upon receipt, document product condition and return reasons, and follow your specific guidelines for restocking or disposition.

Q: What information do you provide about returns and customer interactions?

A: We maintain complete records of all customer interactions and provide detailed returns analytics including reasons, conditions, and processing outcomes.

Q: How quickly do you respond to customer inquiries?

A: We typically respond the same business day to customer inquiries via email/text, with quick triage and efficient routing to appropriate contacts when escalation is needed.

Q: Can you handle custom return instructions for different products?

A: Yes, we implement brand-specific return instructions and handle different products according to your guidelines while operating within legal requirements.

Q: What's your process for warranty replacement processing?

A: We systematically collect warranty claim information and manage the replacement process according to your specific instructions and authorization.

Q: How do you handle non-resalable returned items?

A: We manage non-resalable items according to your specific disposition instructions - you decide what happens with each returned product.

Q: Do you provide pre-printed return labels?

A: Yes, we provide convenient pre-printed return labels and instructions to streamline the returns process for your customers.

Q: How do you balance customer experience with brand interests?

A: We operate within platform rules and EU laws while following your brand's instructions - ensuring positive customer experiences while protecting your business interests.