February’s platform updates focus on improving financial visibility, simplifying returns, expanding data access and continuing to evolve how we deliver customer support at scale.
As always, our goal is practical progress, reducing friction in day-to-day operations while strengthening the platform foundations that support long-term business growth.
Here’s what’s new, and what’s progressing.
Invoices and credit notes can now be downloaded in Excel format directly from the platform.
Financial reporting and reconciliation often sit outside operational teams. Providing documents in a widely used format like Excel makes it easier to:
This update reduces manual reformatting and gives finance and operations teams faster access to usable data in the tools they already rely on.
Delivery Assured now supports DPD QR codes for returns.
Customers returning items via DPD no longer need to print a returns label. Instead, they can present a QR code at drop-off.
Returns are one of the most friction-sensitive parts of the customer journey. Removing the need to print labels:
It’s a small change with meaningful impact on the post-purchase experience when working with DPD.
Since launching in November 2025, Fai has become an embedded part of our support model.
Fai currently supports dispatched-order queries and is involved in approximately 15% of all incoming customer support interactions, resolving around 42% of those queries without human intervention.
These are live, real-time interactions handled instantly.
Importantly, when escalation is required, Fai doesn’t simply hand off a blank ticket. It enriches your support interaction with:
This allows human support specialists to resolve issues faster and more accurately.
The benefit of Fai extends upstream and downstream.
Upstream, it reduces response times and increases consistency. Downstream, it allows brands to update their own customers faster, reducing uncertainty and follow-up enquiries.
Over time, every interaction handled by Fai contributes to better understanding of recurring issues and operational root causes, supporting a shift from reactive resolution to preventative improvement.
We’re continuing to invest in expanding Fai’s capabilities carefully and responsibly. The focus remains on:
Fai is not a side feature – it’s becoming a structural component of how we scale support quality as our customers grow.
Following extensive customer consultation over the past 12 months, we're pleased to announce a revamp of our tech products for 2026.
Designed to address the fulfilment and customer service challenges of global growth in omnichannel, the new and simplified range includes a number of bundled features developed in response to customer feedback.
fulfilmentcrowd is your ‘multi-everything’ platform, designed to ensure data flows seamlessly across our network of centres, that users can self-service, and management information is readily available through reports, subscriptions, Insights (KPI tracking) and the new AI Assistant tool. This is complemented by three new products:
A complete features list will soon be available and your Account Manager will be in touch to ensure you're maximising the benefit of fulfilmentcrowd tech now and in the future.
For customers integrating directly with fulfilmentcrowd via API, deeper data access remains a priority.
We’re progressing work on a dedicated Stock Movement endpoint, designed to provide more granular visibility into how stock moves in and out of our network over time.
This will support:
As integrations become more sophisticated, access to structured stock movement data becomes increasingly important. This endpoint is designed to support that need.
We’re exploring enhancements to how open order tickets are managed within support workflows.
The focus is on improving how tickets are enriched, prioritised, and resolved — reducing processing times while ensuring complex cases receive the appropriate level of attention.
The objective is simple:
Returns remain a critical operational and customer experience touchpoint.
We’re continuing development work to better align the retailer app experience with our returns handling and product grading services. The aim is a more transparent and consistent returns lifecycle, improving operational efficiency while supporting higher customer satisfaction.
This includes tighter integration between returns processing, grading outcomes, and visibility within the platform.
Reach out to your account manager or raise a support ticket. We're always open to hearing your feedback, as your experience in the platform drives future releases.
We'll continue sharing detailed updates as new features move from roadmap to release.
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