Fulfillment Support

Real people handling your customers' shipping, tracking, returns, and warranty inquiries. No AI chatbots. No offshore call centers.

Direct Market Express Service

Unlike our Service Partner coordinated services, fulfillment support is delivered directly by the Market Express team. We know your products, your policies, and your customers—because we warehouse and ship your orders.

What We Handle

  • Order Status & Tracking
    "Where is my order?" "When will it arrive?" — We check our system and provide tracking updates
  • Shipping & Delivery Inquiries
    Address changes (before shipment), delivery issues, carrier delays, lost packages
  • Returns Processing
    RMA generation, return shipping labels, refund processing per your return policy
  • Warranty Replacements
    Process warranty claims per your policy, ship replacement units from inventory
  • Inventory Status Updates
    "Is this item in stock?" "When will you restock?" — We check current inventory levels
  • Damaged or Missing Items
    Process claims, coordinate replacements, file carrier insurance claims if needed

Routed to Vendor

The following inquiries require vendor expertise and are forwarded to you:

  • Product-Specific Questions
    "How do I use this feature?" "What's the difference between Model A and B?"
  • Technical Support
    Troubleshooting, setup help, compatibility questions
  • Warranty Decisions Outside Policy
    We execute your written policy automatically. Exceptions require your approval.
  • Pricing & Sales Negotiations
    Discount requests, bulk pricing, special orders
  • Contract & Account Discussions
    B2B agreements, payment terms, custom arrangements

How Support Works

1

Customer Contacts Support

Via email, phone, or your website's contact form

2

We Triage the Request

Is it shipping/tracking/returns? We handle it. Product questions? We route to you.

3

Execute Your Policies

We follow your written return/warranty policies without discretionary decisions

4

Customer Gets Fast Resolution

Tracking info, RMA labels, replacement shipments—usually same business day

Support Channels

Email Support

We monitor support@yourstore.com or provide our support email address

4-hour response time during business hours

Phone Support

Dedicated support line or shared Market Express support number

Mon-Fri 9am-5pm ET

Chat Integration

Connect your website's chat widget to our team

Optional add-on

Your Policies, Executed Automatically

You set the policies. We execute them consistently—just like Amazon handles FBA customer service.

Example Return Policy:

"30-day return window. Customer pays return shipping unless defective. Refund issued within 3 business days of receiving return. Product must be unused in original packaging."

We Execute It:

  • Verify order date is within 30 days
  • Send customer prepaid label if defective claim
  • Process refund after inspecting return
  • Reject if outside window or damaged

Important Notes

  • •Fulfillment support is included in all Market Express memberships at no additional cost
  • •We handle routine fulfillment inquiries; product expertise stays with you
  • •You provide written policies; we execute them consistently without discretion
  • •Support is available during US business hours (Mon-Fri 9am-5pm ET)

Focus on Your Products, Not Support Tickets

Market Express handles the routine fulfillment inquiries so you can focus on growing your business

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