RECOVERY UPDATE

A Word From Our Founder

A direct update on what broke, what we've fixed, and where things stand today.

Read the full open letter from our founder

We're Owning Our Mistakes

Refund Delays

Money matters, but we've dropped the ball when it comes to refunding our customers as quickly as you deserve.

Fulfilment Wait Times

When you pay for something, you deserve to get it on time. And we've fallen short of that.

Support Backlog

When you speak we should be listening. Instead, we've let our support queue get out of hand.

Lack of Communication

You deserve clarity and transparency from us, and until now, we haven't lived up to that.

Stock Management

It's our job to make sure you've got access to the products you need, but too often we've been out of stock when it mattered.

Weekly Updates

Real numbers, published every week, so you can hold us to them.

Recovery dashboard

Last updated Monday, 20 July

REFUNDS AND PAYMENTS

39

Refund requests actioned

Up from 19 last week

FULFILMENT

11days

Average resolution time

Down from 27 days

SUPPORT AND ADOPTION

93.87%

Self-service adoption

Customers using the new tools

What We’ve Done

The structural fixes behind the numbers, not just a promise.

Outstanding Refunds Processed

R2 130 770.39

Returned to customers over the last six months, tracked and published monthly.

Outdated Contact and Banking Details

58

Customers affected by refund attempts that bounced due to old details on file.

Self-Service Functionality

~7.64 min

Reduction in resolution of queries through the customer self-service function.

Asset-Light Supply

258 Orders Fulfilled

Cost efficient sourcing that's cut the number of verified orders still waiting on fulfilment.

Released Funds

R333 253,96

No refund pile ups - orders that are declined or cancelled before verification are released immediately.

Support and Ticketing System

11hrs → 4hrs

Reduction in first response and resolution times after systems optimisation.

Still Waiting for Help?

Skip the search. Get straight through to a real person on email, WhatsApp, or phone.

Contact Us

What's Coming

Customer Refund Status Tracker

In development

Track exactly where your refund is, from request to payout, directly from your customer account page.

Live Order Fulfilment Tracking

Piloting now

Instant, real-time status of backlog orders – no calls to support needed.

93% adoption

Omnichannel Support

Q3 2026

One ticket, one thread, no matter whether you reach us by email, WhatsApp, or phone.

Asset Sourcing Taskforce

Underway

A team dedicated to finding new partners to close the gaps that create fulfilment delays.

40% resolved

Inbound Support Line