How it will work in the pilot
Second-hand for your brand, with no extra work for your team
See what your team does and what we do, and how the platform looks to your customers.
Setup in four steps
Most of the work is on our side. Your team makes the decisions and announces the platform to customers.
- Your team
- Relovely
Connecting your shop
Your team
You give us access to your shop's API and name one contact person.
Relovely
We connect your catalogue, order history and shop credit, then check the sync.
Configuration
Your team
You approve the look and set the bonus for choosing credit instead of cash.
Relovely
We set up your logo, colours and subdomain, map categories and sizes, and prepare the terms and e-mails in your brand's colours.
Launch and communication
Your team
You add a link to your shop's menu and announce the platform in your newsletter and community.
Relovely
We prepare launch copy and graphics, and from day one we handle moderation, disputes and payouts.
Reports
Your team
Once a month you review the results.
Relovely
We prepare a report: listings, sales, credit issued and redeemed, new customers, and the categories and sizes that sell best.
Your brand's outlet on the same platform
Next to customer listings you sell seconds, returns and samples. Outlet orders reach your shop like any other order, so you don't need a new process.
- Add products with a flag or category in your shop, or from a CSV file
- Buyers get full consumer rights: 14 days to withdraw, and complaints
- Your warehouse fulfils the orders like any other
Integration with your shop
The seller's journey
Customers sell something they bought from your shop in a few minutes, from their phone.
Listing from “My purchases”
They pick a product from their order history. Name, size, composition and photos come from your catalogue, and they add their own photos from the phone.
Condition and a suggested price
They choose the condition from a scale with descriptions and examples. The platform suggests a price based on the new price and the condition; the price can't be higher than the new price.
Hand-in at a drop-off point
After the sale they get the shipping details and hand the parcel in at a drop-off point. They have 5 working days, and reminders arrive automatically.
Cash or credit with a bonus
When the sale closes, the money goes to their balance. They pay it out to their bank account or turn it into credit for your shop, with the bonus you set.
The buyer's journey
Buyers look for your brand's products in their size and pay just like in any online shop.
Filters for size and condition
They filter by size, condition, category, collection and price. Several items from one seller come in one parcel.
Online payment
They pay online. The money is held by a licensed payment provider, not by the seller.
Delivery to a pickup point
They choose a pickup point and track the parcel; the status updates on its own.
48 hours to report a problem
After collection they have 48 hours to report a problem with photos. If everything is fine, the sale closes and the money goes to the seller's balance.
How the money flows
Payments and payouts are handled by a licensed payment provider. The buyer's money reaches the seller only once the sale is complete, and your brand never touches customers' money.
- Buyerpays online
- Licensed payment providerholds the money until the sale closes
- Seller's balanceafter collection and 48 hours
- Cashbank transfer to the sellerorCredit for your shopwith a bonus; comes back to you as an order
What happens when…
Every stage of a sale has a deadline and a default action. A person only steps in when the rules can't settle a dispute.
The seller doesn't ship the parcel
Reminders go out after 2 and 4 days. After 5 working days the order is cancelled automatically and the buyer gets a full refund.
Who steps in: Nobody, it's automatic
The parcel doesn't arrive
When the carrier marks the parcel as lost, the buyer gets a refund and the platform files the claim with the carrier.
Who steps in: Nobody, it's automatic
The item isn't as described
The buyer reports the problem with photos. The seller accepts a return, offers a partial refund or rejects the claim; no answer within 48 hours counts as accepting the return.
Who steps in: The Relovely team, only if the seller rejects the claim
The buyer doesn't respond after collection
After 48 hours the sale closes on its own and the money goes to the seller's balance.
Who steps in: Nobody, it's automatic
An item goes back to the seller
The return label is generated automatically, and the buyer is refunded once the return parcel is scanned.
Who steps in: Nobody, it's automatic
When the rules aren't enough
The dispute goes to the Relovely team, which makes a decision and explains it. Your team doesn't have to deal with it.
The deadlines are starting values. We'll set them with you during implementation.
Security and compliance
The platform is built for European regulation from day one.
- Data in the EU
- Customer data is stored in the European Union, in line with the GDPR. We name any providers outside the EEA, such as the payment provider.
- GDPR
- Consents with their history, and account and data deletion at the customer's request.
- DSA
- Content reporting and reasoned moderation decisions under the Digital Services Act.
- DAC7
- The platform collects the seller data that digital platform reporting requires.
- Omnibus
- Buyers always see whether they're buying from a private person or a business.
- Accessibility
- We design to WCAG 2.1 AA, as the European Accessibility Act requires of online shops.
Sign up your brand for the pilot
Start with your e-mail and shop address. You'll finish the application on the next screen, and then we'll set up a short call about your brand's needs.