FAQ

This resource is designed to provide quick answers to common questions about using Retailer Hub, its features, and functionality.

If you have a question not covered in this FAQ, feel free to reach out to your Account Manager

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Timing and Rollout

1. When can I expect to start using Retailer Hub?

   • We’ll send you an email on Friday August 1st with the Retailer Hub URL, and instructions on how to access it. If you have Admin Portal access today, you’ll be able to access the Retailer Hub using the same credentials.

2. Who should I speak to about getting access?

   • If you already have access to the Admin portal, you can log in to Retailer Hub using the same credentials. Otherwise, speak with your Account Manager, and we will get things sorted for you.

Access, URLs and Migration

1. Will we lose access to the Admin Portal?
   • Yes, eventually. There will be a two-month grace period. We will be retiring the current Admin Portal on Wednesday 01 October. We can’t continue to support two product versions. We believe Retailer Hub is a much improved, more efficient product that will save you and your team time. Retailer Hub is the first step on the journey! We need everyone using Retailer Hub before we can roll out the next generation Returns Portal to your users.
2. Will my URL change?
   • Yes. Retailer Hub will be a separate URL to your current Admin Portal. However, your URL for your returns portal for your end customers WILL STAY THE SAME. There is no change to your returns portal at this time.
3. Will we lose access to any features?
   • No, we are committed to ensuring no features are lost during the transition.
4. Will my settings/service mappings/feature settings, etc stay the same?
   • Yes. The current backend and data source stays the same, so there is no risk of your settings, service mappings or integrations changing. Think of this as a new front door to managing your returns.

Integrations & Technical Setup

1. Do any API or other integrations need to be updated, i.e. do my developers need to be ready to support?
   • No. All your data, your returns and your integrations stay exactly the same. Think of this as a new front door to managing your returns.
2. What setup is required?
   • No set up is required. Follow the simple login steps in the email you’ll receive on August 1st.

Costs

1. Does this product come with additional costs?
   • No!

Releases, Updates & Roadmap

1. Where do I see details on new releases and updates?

   • We’re continuously improving your experience. Check out the release notes to explore the latest enhancements and features.

2. Why have you made this update/change?

   • The current Admin Portal presents all users with the same interface and access. This leads to cluttered navigation, unnecessary complexity, and gives users more data visibility and control than their role requires.
   • Stage 1 of Retailer Hub addresses these issues by introducing:
     • A streamlined, role-based experience where each user only sees what is relevant to them
     • An accessible, user-friendly UI that simplifies navigation and reduces cognitive load
     • Improved security, including Multi-Factor Authentication (MFA) with email and app based authentication, and scoped access that prevents unauthorised actions
   • By improving our UX, accessibility, security and access levels — we empower Retailers and Customer Service Agents to work more efficiently and with greater confidence

3. Can you share an example of a feature that was prioritised based on user feedback?

   • Several features were prioritised based on user feedback, including:
     • A redesigned layout for easier navigation
     • Enhanced tracking information displayed in the orders grid
     • The ability to manage users and permissions
     • A simplified manual return creation process, allowing users to enter an OrderID and have fields auto-populated

4. How does the new information architecture enhance usability?

   • The Admin Portal often presents information in a disorganised way, making navigation challenging. To address this, we conducted card sorting exercises with retailers to understand how they naturally groups and name features. This informed the new information architecture, which aligns better with retailer's mental model, making the platform more intuitive and user-friendly

5. When can we expect to see self-serve features?

   • We aim to launch the first set of self-serve capabilities, like editing retailer business profiles, managing branding, and configuring the return table, by August/September

Permissions & Security

1. Are there plans to add more granular permission settings?

   • Yes. As we introduce new features and increase complexity, we'll implement more granular permission settings to match evolving needs

2. How does the Retailer Hub have better security than the Admin Portal?

   • We are improving access security, by implementing a customer identity and access management (CIAM) solution, enabling Multi-Factor Authentication (MFA) and the ability to support federated authentication (SSO).
     • MFA is mandatory for all users
     • If SSO is of interest, please speak to your Account Manager
   • The new system supports more granular roles and permissions, so users can be assigned specific rights to adhere to a principle of least privilege for their job role.

Training & Support

1. What will I be able to manage and update for myself?

   • We aim to launch the first set of self-serve capabilities, like managing your own access, editing retailer business profiles, managing branding, and configuring the return table, through August and September. There will be more self-serve functionality with each release!

2. Will there be training documentation to help me and my team adapt to the new platform?

   • We will continue to update this documentation site as changes are made. Your team will be able to link to this site from within the hub to find help easily.