Falnor / Solutions
E-commerce operations automation for orders, returns and supplier admin
Selling online scales faster than the back office behind it. Order exceptions, returns, stock updates from suppliers and customer questions all land on a small team. Falnor builds a system on your store, helpdesk and finance software that handles the routine cases and sends the unusual ones to a named person.
Book a discovery callWhere online retailers get stuck
Most orders flow through. The cost sits in the ones that do not: an address that fails, an item out of stock, a return that needs a decision, a customer asking where their parcel is.
- Order exceptions are found by reading a list rather than being routed.
- Returns and refunds need a look at the order, the policy and the item.
- Supplier stock and price updates arrive as spreadsheets and emails and are applied by hand.
What the system does for an online retailer
It handles the routine cases end to end and queues the rest with the evidence. Customer queries follow customer service automation.
Routes order exceptions
Failed payments, address problems and stock gaps are identified and sent to the right person with the order attached.
Prepares returns
It checks each return against your policy and the order, proposes the outcome and waits for approval above the limit you set.
Applies supplier updates
Stock and price files are read, checked for anything out of range and applied once approved.
Answers common questions
Where-is-my-order queries get a draft reply from the live record, approved at first, then sent automatically for the cases it has proven right.
Money decisions wait for a person
The system starts in shadow, only reading your software and proposing what it would do. It takes over one task at a time, once it is right at least 9 times in 10 on your real cases. Anything unusual, large or hard to undo waits for a named person, and every step is recorded. Refunds above your limit and any change to price or stock that looks unusual are held for approval.
Works with the software you already use
We build on your own tools instead of asking you to move. Common starting points:
- Zendesk
- HubSpot
- Xero
- NetSuite
- Salesforce
We work with businesses in the US, the UK and Europe.
Questions people ask
Does it issue refunds automatically?
Only within limits you set and only for cases it has proven right on your data. Anything above the limit waits for a named person.
Does it replace our store platform?
No. It sits around the tools you already use and does not ask you to move.
Can it answer customer emails?
It drafts replies from the live order record. They are approved at first, and the routine ones are sent on their own once the system is right at least 9 times in 10.
Does it handle supplier stock files?
Yes. It reads the file, flags anything unusual and applies the update after approval.
How much does it cost?
There is no price list. We map the work first, then you get the scope, timeline and price in writing before anything is built. The automation ROI calculator gives a first view of whether a build pays back.
Which countries do you work in?
We work with businesses in the US, the UK and Europe. The system runs on your own software, so your data stays where it is.