April 2026 platform updates: Cutting friction and building smarter support

A lot of what we're focusing on at the minute is removing friction from your everyday experience within our platform. This can be as little as adding one of those how was this not there before enhancements, to rebuilding our AI support agent to give us a better foundation for future improvements.

Many of our latest updates reflect this goal, whether that's helping you navigate the platform more easily or rethinking how we handle dispatch issues and open orders.

So here's what's new, and what's coming next. Let's dive in.

Author - Austin Waddecar

Published: 15 July 2026

Improved search in-app

Search is one of those features that can slow you down or cause frustrations if it's not done right. We've recognised that searching within the app needed some TLC; previously, if you searched for something and got multiple results, you were forced into a time-consuming, one-at-a-time workflow.

It did the job, but it wasn't efficient.

We've spent some time on making search behave how you'd expect it to:

Results are shown in a dedicated view
You can click through to items without losing your original place
Your previous search is retained

It might be a small change on paper, but we're hoping it makes a big difference to those who regularly work through orders or products within the platform.

Billbee integration capability now live

With hundreds of integrations already available for the fulfilmentcrowd platform, Billbee has joined the ever-growing list of our integration capabilities.

In simple terms, Billbee sits in the middle of your sales channels (like Amazon and Shopify) and pulls everything into one place. Primarily used in the EU, especially Germany, Billbee helps you connect to multiple marketplaces and storefronts without needing separate integrations for each.

If you're already using Billbee, our integration gives you a simple way to bring all of these channels into the fulfilmentcrowd platform:

Orders flow in from multiple marketplaces via a single integration
Stock updates and dispatch confirmations flow back out automatically

As previously mentioned, Billbee has particularly strong adoption across European marketplaces, so this integration is mostly for those serving EU customers.

Fai v2: AI support, rebuilt

Ever since the launch of Fai, our AI support agent, we've seen great adoption and results across the board. We're happy with how things are going in the initial stages, but have bigger plans for where we want to take Fai over the coming months.

With this in mind, we've rebuilt Fai from the ground up using everything we've learned so far, giving us a much more robust AI agent.

With one eye on future improvements, we've performed this rebuild to give us a better foundation for enhancing our support function across a range of common customer issues.

On the surface, you won't notice much difference straight away – but under the hood, we've laid significant groundwork for new support capabilities (a little more on these further down the blog post).

meet-fai-blog-header-image-rounded-corners

In short, Fai v2 gives us:

A more flexible framework for future improvements
Better scalability for new support functions
A strong base for expanding beyond just WISMO (Where Is My Order?) support

This new version unlocks even more potential for Fai – so think of this update as a foundation for what's coming next, rather than something you'll immediately notice in your day-to-day.

So, what's coming soon?

With Fai v2 now live, it opens the door to some exciting AI support improvements. Here's what we're working on.

Smarter dispatch issue handling

Right now, your dispatch issues aren't always easy to interpret. That's why we're hard at work to categorise the dispatch issues that can slow things down at an important stage of the customer journey, helping you quickly get the information you need.

Using Fai, we're working on changing the typical workflow of an order getting stuck and the retailer needing to raise a support ticket.

Instead, we want to achieve:

Interpreting error messages as they occur
Assign clear categories for error types
Provide context on what's gone wrong
Suggest the next steps to resolve it

This one's fairly early days, but we've got a clear ambition to provide greater, faster support to help you deal with dispatch issues more proactively.

Enhanced open order support

Open orders are the other side of the same coin. Rather than introducing more controls, we're focusing on providing you with the clarity required to solve any problems.

This next phase of AI support will help to:

Quickly surface what's blocking an order
Explain it in plain language
Point to the next step, and who needs to take it

Across both of these future enhancements, there's a clear direction to become more proactive with our support offering. The faster we help you solve issues at the fulfilment layer, the faster you can get products out to your customers.

Want to discuss anything a little further?

Reach out to your account manager or raise a support ticket. We're always open to hearing your feedback – it's your daily experiences that help us create a better platform.

We'll continue sharing detailed updates as new features move from roadmap to release