> For the complete documentation index, see [llms.txt](https://docs.reachplatform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.reachplatform.com/customizations-and-bolt-ons/bolt-ons-catalog/ecommerce.md). # 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**. Buy this bolt-on {% hint style="info" %} Abbreviations used below: BYOD = bring your own device, RMA = returns authorisation, DOA = dead on arrival, OTP = one-time password, SSN = social security number. {% endhint %} ### 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**](broken://spaces/sUFPSUngLZrTzBOau55s/pages/g2QTKeRP2mysmcRCqrDN) to reduce the upfront device cost * Add [**device protection**](broken://spaces/sUFPSUngLZrTzBOau55s/pages/hVvLiPslXIeIc5azknB1) for new devices and **BYOD** * Support **card payments** and [**device financing**](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC) * 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/g2QTKeRP2mysmcRCqrDN) 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/hVvLiPslXIeIc5azknB1) for eligibility, billing, and claims rules. #### Device financing Financing is shown at checkout for eligible SKUs only. See [Device financing](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC) 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) {% hint style="warning" %} Settlement timelines and commercial terms are indicative. Confirm during onboarding and contract finalization. {% endhint %} * 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC) for the full money flow. * Trade-in credits and settlement follow a separate post-inspection process. See [Trade-in](broken://spaces/sUFPSUngLZrTzBOau55s/pages/g2QTKeRP2mysmcRCqrDN). * Device protection billing and settlement stay separate from device payment. See [Device Protection Overview](broken://spaces/sUFPSUngLZrTzBOau55s/pages/hVvLiPslXIeIc5azknB1). #### 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](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC). * Trade-in device: title transfers to Asurion when the offer is accepted and device received. See [Trade-in](broken://spaces/sUFPSUngLZrTzBOau55s/pages/g2QTKeRP2mysmcRCqrDN). ### 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). | Area | Standard (out-of-the-box) | Configurable by client | | -------------------- | ----------------------------------------------------- | ---------------------------------------------------------------------- | | 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. | Capability | Partner | Status | | -------------------------- | --------------------- | ----------- | | 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 | Party | 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 | {% hint style="info" %} **Explore related journeys** * If your focus is reducing upfront device cost, start with [Trade-in](broken://spaces/sUFPSUngLZrTzBOau55s/pages/g2QTKeRP2mysmcRCqrDN). * If your focus is installment-based device checkout, see [Device financing](broken://spaces/sUFPSUngLZrTzBOau55s/pages/z5NfJHGvbBST8Pca8pqC). * If your focus is post-purchase protection and claims, see [Device Protection Overview](broken://spaces/sUFPSUngLZrTzBOau55s/pages/hVvLiPslXIeIc5azknB1). {% endhint %} Buy this bolt-on {% hint style="info" %} Questions or clarification? Reach out to your respective account manager or email us at for help and support. {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.reachplatform.com/customizations-and-bolt-ons/bolt-ons-catalog/ecommerce.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. 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