Support software built for trade suppliers.

Trade suppliers live in email. Trade accounts place orders, chase deliveries, raise returns, claim warranty and query statements by email, often to one shared address that the whole counter can see but nobody owns. Solves turns that inbox into tickets: each message gets an owner, a state and a response timer, so a fast-moving trade account always gets an answer and a clear next step.

The job is the same whether you supply building materials, plumbing and heating, electrical, catering, automotive parts, packaging or industrial consumables. The queries cluster into a handful of types: where is my order, when does the back-order land, can I return this, is this covered by warranty, and what is on my account. Solves is built to keep each type moving instead of letting it scroll out of sight in a busy mailbox.

It is deliberately email-first. There is no live chat to monitor, no phone queue and no social inboxes to staff. For a trade supplier that already runs on email and a trade counter, that focus is the point: you get ticket ownership, saved answers, deadlines and reporting on the channel you already use, without paying for channels you would never turn on.

Picture a regional supplier whose sales@ address takes everything: a contractor chasing a delayed delivery, a fitter asking whether a faulty part is under warranty, a buyer querying a credit note, and three new account requests. In a shared inbox those sit in one undifferentiated list, and the urgent delivery chase looks the same as a routine brochure request. In Solves each is a ticket, tagged and owned, with the delivery chase on a tighter SLA than the brochure.

Order and delivery queries that do not go cold

Order and delivery questions are the most time-sensitive thing a trade supplier handles, because a builder with an idle crew wants a real answer, not a holding line. Solves keeps every chase as a ticket with a first-response and resolution timer, and surfaces anything close to breaching in a dedicated view, so a chase is followed up on purpose rather than by luck.

Returns, RMA and warranty claims, tracked end to end

Returns and warranty claims are slow by nature: stock has to be checked, a supplier or manufacturer may need to confirm, and a credit or replacement has to be raised. Solves tags the ticket as returns or warranty, holds the standard process in a saved reply so the customer always gets the same steps, and uses private notes for the warehouse and accounts chatter, so the claim moves forward visibly without exposing the internal detail.

Account and credit queries kept separate

Account opening, credit limits and statement queries often land in the same inbox as sales, yet they belong to a different team. With brands and saved queue views you can route accounts email to the right people, tag it clearly, and report on it on its own, so a credit query is owned by accounts and a delivery chase by the trade desk, without a separate system for each.

Priced for a trade team, not per seat

Trade desks flex with the trade: a counter assistant or a seasonal helper picks up overflow at peak. Most helpdesks charge per agent, so every occasional helper costs a full seat. Solves uses GBP team bands, so you size the plan to the team and let helpers help without a per-seat penalty, which keeps the maths simple when the warehouse lends a hand on a busy Monday.