Build and own
Merchant rules, service eligibility, custody record, store workflows, exchange linkage, incident command, scorecard
Internal use
Maison Relay Operating Manual
Confidential working document, not customer facing
Program mandate
Operate luxury client service, not gig delivery.
This manual governs brand onboarding, integration, store readiness, courier control, dispatch, returns, exchanges, care movements, incidents, measurement, and pilot decisions.
Merchant owns the order, client, brand, policy, and resolution
Maison Relay coordinates movement and evidence
No item moves without authorization and eligibility
Service level follows category, value, and risk
Courier documents custody, brand authenticates merchandise
Pilot evidence controls expansion
Internal business case
The value pool is recovery, retention, and density.
$849.9B2025 U.S. returns
15.8%All-sales return rate
19.3%Online return rate
82%Free returns matter
52%Difficult returns can deter purchase
9%Estimated fraudulent returns
25–30%Luxury fashion benchmark range
$26.50Processing per $100 returned
Sources: NRF 2025 Retail Returns Landscape, iF Returns premium and luxury research, and Optoro State of Returns. Benchmarks guide discovery only; brand baselines govern pricing and pilot decisions.
Competitive landscape
Compete with the closest model. Integrate the strongest adjacent layers.
CompanyRelationshipOverlapStrategic response
TOSHIDirectLuxury delivery, scheduled windows, Wait & Try, size exchange, returnsBroader store-hub, care, transfer, recovery, and carrier-neutral operating model
NarvarStrategic adjacentLuxury post-purchase, tracking, returns, repairs, home pickupPotential integration; Maison Relay operates local movement and store procedure
Dropit / OneStockStrategic adjacentUnified inventory, sourcing, ship-from-store, carrier orchestrationPotential OMS layer; Maison Relay adds custody and client-service execution
Roadie / Uber Direct / StuartCarrier alternativesWhite-label or local delivery, returns, tracking, broad coverageUse selectively under merchant service-level and value rules
Returns platformsWorkflow alternativesBranded portal, exchange, refund, drop-off, routingIntegrate where selected; do not duplicate mature commodity functions
Build, integrate, partner
Own the control plane, not every commodity underneath it.
Integrate
OMS, POS, inventory, CRM, returns portal, clienteling, payments, identity, communication
Source by market
Courier capacity, national delivery, reverse logistics, repair transport, specialist secure movement
Never outsource
Merchant policy authority, item eligibility, brand voice, authentication decision, client resolution, risk acceptance
Procurement rule: evaluate an established provider before building any standard OMS, returns, tracking, routing, identity, or carrier function. Build only where merchant control, custody continuity, or revenue recovery requires Maison Relay-specific logic.
Commercial claims discipline
Credibility is a competitive advantage.
Approved positioning
✓ Luxury delivery and returns are established categories
✓ Maison Relay connects fragmented operational layers
✓ The merchant controls customer, policy, carrier, and resolution
✓ Our pilot will test inventory recovery and revenue retention
✓ Existing systems can remain in place through integration
Do not claim
× We are the first or only company doing this
× No competitor offers these capabilities
× Local transport is always cheaper than parcel
× Every luxury category is eligible
× Projected savings are guaranteed
Competitor capabilities, client references, availability, and pricing require revalidation before every external proposal.
Capability roadmap
Sequence the differentiation.
Pilot core
Dispatch, home return, exchange linkage, item custody, store SOP, incident control, hybrid carrier assignment
Operational depth
OMS and inventory integrations, advisor workflow, capacity rules, route consolidation, revenue-retention reporting
Relationship services
Care and alteration routing, hotel and event delivery, invitation-only private selection, local demand matching
Specialist expansion
Higher declared values and specialist categories only after insurance, security, claims, and carrier approval
Gate every phase by merchant demand, operational evidence, integration cost, route density, and risk approval. Breadth without custody reliability is not differentiation.
Service catalog
Six products, one custody architecture.
ServicePurposeRequired outcome
Maison DispatchStore-to-client, same-day or scheduledOutbound delivery record
Maison ReturnAuthorized home collectionStore intake and disposition
Maison ExchangeReplacement and original on one controlled workflowTwo item-level custody records
Maison TransferStore-to-store save-the-sale movementOrigin and destination scans
Maison CareAlteration, repair, cleaning, restorationService partner and condition record
Maison AppointmentApproved private selection or occasion fulfillmentEligibility and enhanced return control
Service workflow matrix
Every service has a defined start, custody path, and close.
Service1. Authorize2. Prepare3. Move4. Receive5. Resolve
DispatchAuthorize and reservePack and scanAssign and releaseVerify and deliverClose and notify
ReturnIssue authorizationSchedule and credentialCollect and documentStore intakeInspect and resolve
ExchangeReserve replacementLink two recordsDeliver replacementCollect originalReconcile both
TransferConfirm demandReserve originScan releaseScan destinationFulfill or restock
CareApprove serviceRecord conditionMove to partnerTrack milestonesReturn and close
AppointmentApprove selectionIdentify every itemDedicated releaseControlled reviewRecover remainder
Cancellation, failed identity, unavailable inventory, damaged packaging, reassignment, client absence, wrong item, and system outage require separate tested exception paths before launch.
Economics procedure
Baseline before benefit.
Brand inputs required
□ Current return label and surcharge
□ Warehouse receipt and inspection labor
□ Support contacts and refund administration
□ Packaging and disposition
□ Average days to inspection and resellable
□ Markdown and full-price recovery
□ Fraud, damage, and claims
□ Store labor and inventory accuracy
Decision formulas
Total recovery cost
transport + labor + handling + support + loss + aging
Revenue retained
exchange + replacement + credit converted to purchase
Route productivity
completed eligible stops ÷ route hours and miles
Net pilot value
cost avoided + margin retained + service value − program cost
The public $80 versus $35 return and $750,000 retention cases remain illustrations. Never present them as a brand forecast without validated inputs.
Onboarding checklist
No launch before six workstreams are ready.
Commercial
- □ NDA
- □ sponsor
- □ objectives
- □ stores
- □ volume
- □ categories
- □ pilot budget
Legal
- □ MSA
- □ data terms
- □ liability
- □ claims
- □ prohibited items
- □ insurance review
Operations
- □ Service radius
- □ hours
- □ intake zone
- □ packaging
- □ escalation contacts
Technology
- □ OMS/POS scope
- □ identifiers
- □ events
- □ access
- □ sandbox
- □ reconciliation
People
- □ Store leads
- □ support owners
- □ courier cohort
- □ training
- □ certification
Launch
- □ Dry runs
- □ inventory validation
- □ client scripts
- □ go/no-go approval
Go-live rule: Legal, insurance, store operations, integration testing, courier certification, incident contacts, and final sponsor approval must all be documented.
Detailed launch playbook
No phase advances without an owner and exit artifact.
PhaseRequired workExit artifact
1. CharterSponsor, objectives, scope, stores, services, budgetSigned pilot charter
2. BaselineVolume, cost, time, labor, return, fraud, claims, recoveryApproved baseline workbook
3. DesignPolicies, categories, value limits, carriers, radius, windowsOperating design approval
4. ContractLegal, privacy, security, insurance, liability, claimsExecuted production authority
5. IntegrateData map, access, events, reconciliation, analyticsAcceptance tests passed
6. PrepareStores, secure zones, packaging, support, couriers, scriptsReadiness certification
7. ProveSandbox, physical dry runs, exceptions, incident simulationGo-live approval
8. OperateDaily review, weekly scorecard, corrective actionNinety-day evidence record
9. DecideEconomics, custody, stores, clients, density, claimsExpand, redesign, or stop
Stop rule: unresolved safety, custody, insurance, system integrity, privacy, store capacity, or executive approval blocks the next phase.
Integration standard
One item-level record across every handoff.
Required data
Brand, store, order, item, SKU, quantity
Service type, category, declared value, eligibility
Client name, verified contact, address, window
Authorization, barcode, seal, packaging instructions
Courier assignment, timestamps, geolocation, signatures
Outcome, exception, refund or exchange reference
Required status events
authorizedready_for_releasecourier_assignedpicked_uparrivingdeliveredreturn_receivedinspection_completeexceptionclosed
Acceptance tests
Duplicate prevention, invalid authorization, timeout, canceled order, wrong barcode, reassignment, failed signature, offline recovery, refund reconciliation, and complete audit export.
Core dispatch SOP
Request to resolution.
Authorize
Confirm order, item, client, value, category, service, window, and merchant approval.
Prepare
Store locates item, verifies SKU, packages to standard, applies identifier, and stages securely.
Assign
System selects eligible carrier and courier; no manual substitution outside approved rules.
Release
Associate verifies courier, scans item, confirms seal and condition, then transfers custody.
Move
Courier follows route, maintains possession, and reports delay or exception immediately.
Handoff
Verify recipient, capture required signature and evidence, never leave unattended.
Close
Sync outcome, notify brand, reconcile custody, and trigger next commercial action.
Prohibited: unattended delivery, unrecorded handoff, unauthorized passenger possession, open personal vehicle storage, route deviation without reason, or custody transfer to an unassigned person.
Return and exchange SOP
Courier proves custody. The brand decides condition and authenticity.
Before pickup
- □ Return authorized by brand
- □ Item and quantity identified
- □ Collection window confirmed
- □ Packaging or seal instruction sent
- □ Refund timing explained by brand
At collection
- □ Match credential to request
- □ Record package exterior and seal
- □ Do not authenticate or open product
- □ Transport to named location only
- □ Obtain store intake scan
At maison intake
- □ Receive into secure intake zone
- □ Compare identifier and authorization
- □ Brand staff inspect and authenticate
- □ Record condition and disposition
- □ Trigger refund, exchange, repair, or escalation
Exchange relay requires both items to be independently authorized and scanned. The replacement is not released until the brand confirms the exchange workflow and customer eligibility.
Eligibility and service policy
Risk decides the route.
LevelEligible scopeMinimum controls
ControlledApparel, footwear, beauty, fragrance, approved accessoriesVerified courier; scan; timestamps; signature; no unattended delivery
Private DirectApproved higher-value, limited, bridal, appointment merchandiseDedicated route; named courier; identity; continuous custody; narrow window
Specialist SecuredJewelry, watches, precious materials, exceptional valueNot enabled without written insurance, security, and specialist-carrier approval
Always excluded until approved: cash, weapons, controlled substances, undocumented valuables, prohibited goods, unsealed unknown contents, and items above contracted limits.
Merchant choice: CommuterCart, merchant employee, dedicated carrier, or approved specialist remains selectable under brand rules.
Store operating checklist
Protect selling time and selling space.
Opening
- □ Confirm trained lead and escalation contacts
- □ Inspect secure staging and return intake zones
- □ Verify scanner, labels, seals, and packaging
- □ Review scheduled dispatches, returns, and transfers
Every handoff
- □ Match order, item, SKU, quantity, category, and value
- □ Inspect packaging and apply identifier
- □ Verify courier identity before release
- □ Complete scan and retain evidence
Closing
- □ Reconcile all open custody records
- □ Escalate missing scans or unresolved exceptions
- □ Remove items exceeding local storage rule
- □ Review next-day appointments and return intake
Each location requires scheduled intake windows, secure storage limits, simple inspection routing, labor ownership, and daily onward movement for items not retained locally.
Courier standard
Certification before assignment.
Qualification checklist
□ Identity and eligibility verified
□ Vehicle and insurance requirements met
□ Background and driving review approved where required
□ Luxury conduct and privacy training passed
□ Custody, scan, seal, identity, and signature training passed
□ Incident simulations completed
□ Service-level certification current
Conduct policy
□ Professional, discreet presentation
□ No item opening, authentication, photography beyond policy, or personal use
□ No unattended vehicle storage or unauthorized passengers
□ No client solicitation or off-platform communication
□ Immediate exception reporting and evidence preservation
Certification is service-level specific and may be suspended after an incident, failed audit, expired requirement, or material policy breach.
White-label client protocol
The maison speaks. Maison Relay performs.
Offer
Brand displays eligible private delivery or collection in its own interface.
Confirm
Use brand voice; state window, identity, signature, packaging, and refund expectations.
Approach
Send discreet arrival update without exposing unnecessary item or value details.
Handoff
Courier states brand-approved introduction, verifies identity, completes evidence, and departs.
Exception
Apologize without admitting liability; secure item; transfer communication to brand lead.
Follow-up
Brand owns satisfaction, exchange, refund, advisor outreach, and relationship recovery.
Approved framing: “Your private delivery or collection has been arranged by the maison.” Avoid gig, crowd, bid, cheapest driver, or marketplace language.
Privacy, evidence, and claims
Minimum data, maximum accountability.
Privacy controls
□ Collect only data required for the movement
□ Restrict access by role and active assignment
□ Do not expose item value in client-facing alerts
□ Never store identity images outside approved workflow
□ Define evidence retention and deletion with the brand
□ Export audit data through approved secure process
Claims procedure
□ Freeze the custody record
□ Secure item and all digital evidence
□ Record people, time, place, condition, and statements
□ Notify named brand and risk contacts
□ Do not admit liability or promise payment
□ Follow contracted investigation and resolution authority
Retention, access, breach response, insurance notice, and claim authority must be set in the brand agreement before production.
Pilot procedure
One district, controlled categories, explicit gates.
Default scope
□ One qualified luxury district
□ Three to five stores
□ Eight to twelve-mile radius
□ Ninety operating days
□ Apparel, footwear, beauty, approved accessories
□ No fine jewelry or watches initially
□ Scheduled dispatch and home return
□ Optional exchange relay
Execution timeline
Days 1–30
Baseline, contract, integration, store design, courier certification
Days 31–45
Sandbox, dry runs, exception drills, client scripts, go-live review
Days 46–135
Controlled operation with daily exceptions and weekly scorecard
Days 136–150
Final evidence, brand review, expand, redesign, or stop
Incident response
Protect people, secure the item, preserve the record.
No employee or courier admits liability, promises reimbursement, alters evidence, or communicates publicly. Claims and customer resolution follow the contracted brand process.
Measurement framework
The pilot proves value or it stops.
Economics
Cost per outbound delivery
Cost per recovered return
Store labor minutes
Full-price recovery
Revenue retained
Operations
Stops per route
Miles per stop
On-time rate
Time to inspection
Time to resellable
Trust
Loss and damage
Failed identity
Custody exceptions
Fraud referrals
Claims cycle time
Client
Satisfaction
Refund cycle
Exchange conversion
Repeat purchase
Support contacts
Decision gates:Reliable custody, no material store disruption, faster recovery, competitive total cost, measurable revenue retention, strong satisfaction, sufficient density, and acceptable claims performance.
Governance and cadence
Named owners before named couriers.
Scope, budget, risk acceptance, expansion
Policy, stores, customer promise, decisions
Delivery design, performance, coordination
Readiness, release, intake, staff compliance
Integration, security, testing, reconciliation
Insurance, claims, privacy, contract controls
Assignments, monitoring, incident command
Baseline, scorecard, business case
Daily: Open custody, exceptions, next-day capacity
Weekly: Metrics, incidents, store feedback, corrective actions
30/60/90 days: Evidence review and continue, redesign, expand, or stop
Operator questions
Internal operating FAQ
These answers guide design and training. Executed brand policies and agreements control whenever they are more specific.