Returns thatalmost handle themselves.
RepairStep is the returns management software for retail and online stores. Every return captured, every supplier coordinated with, every customer kept in the loop — all from one place.
Free to start. No credit card required.
Manage every return from one place.
See everything
Every return, on one screen
One system for all your returns. Log the product, route it to the right supplier, and keep the customer in the loop. Open any repair to see the whole story — customer, product, supplier, photos, fault notes and every email sent.
- Send emails, leave notes and set tasks or reminders — all from the return itself
- For every supplier you work with - record contacts, logistics, how to return a product and how each one likes things done - all at hand
- Push photos, notes and customer details to your supplier in one click
Customers stop chasing you
Every stage change auto-emails the customer with a link to their own tracking page — status, progress and your latest notes. Your team saves hours and customers stay in the loop without anyone lifting a finger.
- Per-stage email templates — write your own or use the defaults we ship
- A live customer tracking page with status, progress and the latest notes from you
- Every email and reply logged on the repair, so nothing gets missed
Inside a repair record
Everything lives on the repair itself.
Customer details, supplier, photos, emails and the full activity log — all on one page. Here’s what’s on every repair record.
Repair #1027
Bose QC45 — replacement earpad
Customer
Sarah M.
Supplier
Audio Distributors
Brand
Bose
Days in
5 days
At a glance
Open a repair and see the whole picture — who brought it in, what they brought, which supplier has it and all communications along the way. No more piecing together what's happening from emails, spreadsheets and sticky notes.
Actions
Forward to supplier
Bundle photos & details
Send customer update
Choose from templated replies
Make a note
Internal only
Upload photo
From phone or computer
Reply to message
From customer or supplier
Every action, one place
Send an email, make a repair note, set a task, attach a photo, reply to a customer message, push the full repair record to your supplier — every action lives on the repair itself.
Activity log
Stage: Logged → Sent to Supplier
Today, 9:00 AM
Note: "Cracked left earpad"
Today, 10:15 AM
3 photos uploaded
Today, 11:30 AM
Email sent to customer
Today, 2:15 PM
Stage: Sent → Received by Supplier
Today, 3:00 PM
The full story
Every status change, email sent, reply received, photo uploaded and note added — logged automatically as your team works.
Email thread
Audio Hub
Today, 10:42 AM
We've received your Bose QC45. We have contacted the supplier and will be sending it in to them for repair.
Sarah M.· reply
Today, 11:15 AM
Thanks for the update.
Audio Hub
2 days later, 2:30 PM
The supplier has received your headphones and is busy repairing them.
Sarah M.· reply
2 days later, 4:08 PM
Thanks! Will I get a notification when it's ready to collect?
Customer replies stay on the repair
Send the customer an email update from the repair. Any reply lands back on the same repair page. No more chasing answers across separate email threads.
Photos
6 attachedAdd photos from your phone
Photos taken on a phone or uploaded from a computer land on the repair record — organised as intake or on return.
What the customer sees
Customers get their own tracking page.
Every stage change auto-emails the customer a link to their tracking page — status, progress, repair notes and a way to reply if they have a question. Customers stay in the loop without anyone lifting a finger.
What Sarah sees
Your Bose QC45 — repair update
Logged
Sent
Received
Repairing
Returning
Ready
Latest update from Audio Hub
“Replacement earpad arrives tomorrow — we’ll have it back to you in 4-5 days.”
— Pieter, Audio Hub
Sarah replied
“Thanks! Will I get a notification when it’s ready to collect?”
2 hours ago
Make it yours
Built around your store
Stages, intake forms, email templates and branding all get configured once to match how your store operates.
- Design your product return stages — customer-facing or internal-only, your call
- Configurable intake forms and brand-based supplier routing
- For every supplier you work with - record contacts, logistics, how to return a product and how each one likes things done - all at hand
Insights on your supply chain
See which suppliers are slow, which products keep coming back, and which brands eat the most of your team's time. Make better stocking and supplier decisions, backed by your own data.
- Repair volume by brand and supplier
- Average turnaround time per supplier — spot the slow ones
- Recurring fault patterns across your shelves
Default pipeline
6 customizable stages
Submitted
Awaiting Collection
Sent to Supplier
With Supplier
Ready for Pickup
Completed
Add, rename, reorder or archive any stage. Mark them customer-facing or internal-only.
Insights dashboard
Insights on your supply chain.
See what’s still out with suppliers, who’s slow to reply and what came back this week. Over time, deeper patterns surface too, highlighting top failing products and average turnaround time per supplier. All from data RepairStep captures as your team works.
Returns snapshot
This week
Out with suppliers
7
+2 vs last week
Awaiting supplier reply
3
+1 vs last week
Avg turnaround
11.5 days
-1d vs last week
Collected this week
9
+1 vs last week
Most-returned products this month
When your supplier is on RepairStep too
Skip the follow-ups — supplier updates come to you.
When your supplier is also on RepairStep, their stage updates flow straight into your repair record and onto your customer’s tracking page. No chasing, no forwarding, no manual updates. Store, supplier and customer all see the same thing at the same time.
Your suppliers don’t have to be on RepairStep — but if they are, it gets even better.
Returns, finally sorted.
Every detail visible at a glance. Every customer kept in the loop. All quietly under control.
Are you the one doing the repairs? See RepairStep for repair distributors →