eCommerce
A flexible, end-to-end commerce platform for MVNO brands, covering device sales, financing, fulfillment, and post-purchase lifecycle management.
Overview
This solution lets MVNO brands launch a full-featured eCommerce store for devices and related services. It is built to keep the customer journey smooth and keep operations partner-led.
It supports device sales, value-added services, flexible payments, and post-purchase lifecycle management.
At a glance
Launch a branded device store for MVNO use cases
Sell devices standalone or bundled with plans
Support guest browsing and logged-in checkout
Offer trade-in at purchase to reduce the upfront device cost
Add device protection for new devices and BYOD
Support card payments and device financing
Run a partner-led model:
Vertex: inventory, fulfillment, RMAs
Asurion: trade-in and device insurance
Terrace Finance and Klarna: financing
Eye4Fraud: fraud screening
Provide post-purchase self-serve via My Orders
Core customer capabilities
Device purchase
Browse and compare a curated catalogue of mobile devices.
Purchase devices standalone or bundled with a mobile plan.
Support guest browsing and logged-in checkout.
Trade-in
Trade-in lets customers offset the cost of a new device at purchase through billing credits over time. See Trade-in for valuation, inspection, and credit timing.
Device insurance (MDC)
Device protection is offered during device purchase and, for existing customers, shortly after activation. See Device Protection Overview for eligibility, billing, and claims rules.
Device financing
Financing is shown at checkout for eligible SKUs only. See Device financing for approval flow, split payments, and ownership rules.
In multi-device checkout, the device payment method is set at the order level.
Customers cannot finance some devices and pay upfront for others in the same order.
Operating model (what matters)
Settlement (high level)
Settlement timelines and commercial terms are indicative. Confirm during onboarding and contract finalization.
Outright purchase: customer pays via the brand’s payment gateway. The platform settles with Vertex per cycle.
Financed purchase: finance partner pays the platform on approval. Customer repays the lender. See Device financing for the full money flow.
Trade-in credits and settlement follow a separate post-inspection process. See Trade-in.
Device protection billing and settlement stay separate from device payment. See Device Protection Overview.
Inventory, fulfillment, and RMAs (high level)
Inventory is owned and held by Vertex until the point of sale
Orders are transmitted to Vertex for pick, pack, and ship after validation
Order and add-on visibility is provided in My Orders
Returns and cancellations follow controlled RMA workflows
SIM fulfillment in device + line orders
SIM fulfillment follows the SIM type selected at checkout.
If the customer selects eSIM, no pSIM is shipped.
If the customer selects pSIM, a pSIM is shipped.
This stays true when the customer buys a new line with a new device and waits for delivery without activating a customer-owned device first.
This is the intended behavior.
Return handling and DOA
Reach manages the eCommerce flow and partner coordination.
Vertex manages physical device RMAs, inspection workflows, and OEM coordination.
Reach does not provide device warranty.
Manufacturer warranty is passed through only where applicable.
For DOA cases:
The customer initiates a DOA RMA within 7 days of delivery.
The device is returned to Vertex.
Vertex performs DOA checks covering power, call, text, apps, water damage, and physical condition.
Vertex coordinates with the OEM to approve or reject the DOA claim.
If approved, Vertex provides a replacement or full refund.
If rejected as No Trouble Found (NTF), the device is returned to the customer and an NTF fee is applied.
Supporting evidence and return preparation
Customer Support may request photos or other supporting evidence.
Supporting evidence is helpful, but it is not required in every case.
Final determination happens only after physical inspection by Vertex.
Customers returning a device must factory reset it before shipment.
Customers must remove all personal data before return.
Returned devices must not be passcode-locked.
Returned devices must be free of any Google or Apple ID lock.
If a returned device has not been reset, Vertex performs the reset needed to continue the RMA process.
Delivery exceptions
All device shipments require a signature on delivery.
If a package is refused, not accepted, or returned to sender without delivery, it is treated as a Refused or Unaccepted Package.
If the shipping carrier loses the package, the customer is not charged for that loss.
Transit insurance or carrier liability covers the loss.
A carrier claim is raised.
A refund or reshipment is processed after claim confirmation.
Risk of loss does not sit with the customer before signed delivery.
Title transfer (high level)
Outright purchase: title transfers to the customer at delivery.
Financed purchase: title is typically held by the finance partner until final payment. See Device financing.
Trade-in device: title transfers to Asurion when the offer is accepted and device received. See Trade-in.
Standard vs configurable capabilities
The platform provides standard out-of-the-box capabilities. Clients can configure key areas to fit brand and operating requirements (typically on a T&M basis).
Device purchase flow
Browse, cart, and checkout
UI branding
Trade-in journey
End-to-end flow
N/A
Device insurance
Add-on and BYOD support, coverage plans and messaging
N/A
Financing
Integrated finance checkout
Eligible SKUs, partner selection (once Klarna integration is complete)
Payments
Card and finance
N/A
Fraud controls
Baseline screening
N/A
Fulfillment
Partner-driven via Vertex
N/A
Subsidy
Tracking and invoicing
Eligible SKUs, plan bundles, amounts
Communications
Standard order notifications
Templates, tone, branding
Reporting
Transaction-level data
N/A
Partner ecosystem
The solution integrates with a partner ecosystem for fulfillment, device insurance, financing, and risk.
Device OEMs / distribution
Vertex
Active
Fulfillment and logistics
Vertex
Active
Trade-in
Asurion
Active
Device insurance
Asurion
Active
Financing
Terrace Finance
Active
Financing
Klarna
In progress
Fraud and risk
Eye4Fraud
Active
Payment gateway
Brand default gateway
Per client
Roles and responsibilities
Platform
eCommerce experience, checkout, integrations, order orchestration, inventory sync, invoicing, collections, and subsidy tracking
Vertex
Pre-sale inventory ownership, warehousing, fulfillment, shipping, and RMA management
Finance partners
Financing approval, repayment collection, and title holding during the finance term
Asurion
Device insurance underwriting, trade-in valuation, and trade-in processing
Eye4Fraud
Fraud assessment and transaction risk scoring
Client brand
Product ownership, brand experience, catalog curation, subsidy funding, first-line customer care, and regulatory compliance
Last updated