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A-200 · For independent shops

Every stock question you can’t answer is a sale made somewhere else.

Luxarca answers the calls you can’t reach from the floor, takes the special order, and offers the exchange before a return becomes a refund. You keep the prices, the refunds and the buying.

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ELEVATION A · THE CALL PATH RESPOND RETAIN ROUTE REIMAGINE CALL AGENT SPECIAL ORDERTAKENIN YOUR POS CUSTOMER KEPTPOSTED ON THE SUPPLIERORDERIN YOUR POS REORDER DRAFTED NTS ELEVATION A · THE CALL PATH CALL AGENT SPECIAL ORDERTAKENIN YOUR POS CUSTOMER KEPTPOSTED ON THE SUPPLIERORDERIN YOUR POS REORDER DRAFTED RESPOND RETAIN ROUTE REIMAGINE NTS
From the call to the back office. Hatched steps happen inside the software you already run; it stays where it is.

A-201 · Where it leaks

Six places a shop loses sales and margin.

None of these take new software to find. They show up in the call log, the POS and the special-order book. The Schematic measures each one before we build anything.

  1. 01 Front desk

    The phone rings while you’re with a customer.

    You’re at the till, up a ladder, or loading a car. The caller only wanted to know if you have it in stock. Nobody answers, so they drive to the big-box store or order it online.

    Calls answered during opening hours, by hour

  2. 02 Front desk

    Special orders are written on a notepad.

    The customer asked for something you don’t carry. It was ordered, it arrived, and nobody called to say so. It sits in the back room and the customer buys it elsewhere.

    Special orders taken, and how many were picked up

  3. 03 Front desk

    Every return ends in a refund.

    Someone calls to return something. Nobody mentions the other size, the other colour, or store credit. The money goes back and the customer goes with it.

    Returns by outcome: refund, exchange, store credit

  4. 04 Front desk

    Customers buy once and hear nothing.

    They came in for spring planting, or a gift, or a repair part. Nobody knows who they were, so nobody tells them the new stock is in or the season is starting.

    Customers you haven’t heard from in 12 months

  5. 05 Back office

    Nobody knows why things come back.

    Return reasons live on a slip, if they’re written at all. The same product keeps coming back from the same supplier, and it gets reordered anyway.

    Return reasons, by product and supplier

  6. 06 Back office

    The buying lives in the owner’s head.

    What sold last spring, which supplier is slow, when to reorder before a long weekend. It is written down nowhere, so when the owner is away, the shelves run thin.

    Reorders only one person knows how to place

A-202 · How it moves

How a customer moves through a shop.

We map the business before we recommend anything. Every customer passes through the same four stages, and the stockroom sits behind all of them.

Stage 01The question02The order03The return04The stockroom and the office
Respond
Retain
Resell
Route
Reimagine
  1. 01

    The question

    Before they come in. Where most sales are won or lost.

    • Stock. Do you have it, and how many
    • Products. Sizes, brands, what fits what
    • The shop. Hours, parking, delivery
  2. 02

    The order

    Asked for to picked up.

    • Special orders. Taken, with a deposit link
    • Holds. Set aside for pickup
    • Arrival. The customer told the day it’s in
  3. 03

    The return

    Where a refund can become an exchange.

    • Policy. Explained the same way every time
    • Save. Exchange or credit offered first
    • Reason. Recorded against the product
  4. 04

    The stockroom and the office

    What the customer never sees.

    • Buying. Reorders from what actually sold
    • Suppliers. Orders, invoices, back-orders
    • Returns. Reasons by product and supplier

A-203 · What we build

Four systems, installed in order.

You start with Respond. Each system runs on the one below it. Respond, Retain and Resell are priced from a rate card; Route is scoped after the Schematic. The back office has its own plate below.

05 Reimagine The back office, on its own plate below
RESPOND · INTAKE AGENT

Respond · Rate card

Respond — the calls you’re losing.

Answers the stock question, takes the special order and explains the return policy, while you’re on the floor.

  • Stock and product questions answered from your POS
  • Special orders taken, with a deposit link
  • Items set aside for pickup, with a note to the floor
  • Online order status looked up
  • Hours, parking and delivery answered from what you give us
Your customer
Asks if you have it, hears how many are on the shelf, and asks you to hold one.
You see
Every call logged with what they asked for, and each hold and special order listed.
Underneath
Your number forwards to the agent when nobody on the floor picks up.
RETAIN · PIPELINE SOURCE HELD

Retain · Rate card

Retain — the leads you’re dropping.

Follows every special order through to pickup and offers the exchange before the refund.

  • A call or text when a special order arrives
  • Reminders for holds and orders not yet picked up
  • Exchange or store credit offered on every return, by your rules
  • Review requests after a purchase
Your customer
A text the day their order comes in, and a reminder if it’s still waiting.
You see
Which orders are waiting for pickup, and how each return ended.
Underneath
Messages set off when an order is received in your POS.
RESELL · CYCLE

Resell · Rate card

Resell — the customers you already have.

Brings past customers back when there’s a reason to come in.

  • New stock announced to the customers who bought the last one
  • Seasonal openings: spring planting, back to school, the holidays
  • Past customers reactivated
Your customer
A message when the thing they buy is back, or the season they shop for starts.
You see
Past customers contacted, and who came in.
Underneath
Your customer list, sorted by what they bought and when.
ROUTE · DECISION LEAD PROFILE SCORE FIT INTAKE NURTURE ARCHIVE ONE PATH TAKEN

Route · Scoped after the Schematic

Route — who goes where, decided by your rules.

Connects the phone to the stockroom and the online store.

  • Stock read from your POS as it changes, so the agent never promises what’s gone
  • Special orders written into your POS and onto the next supplier order
  • One number for several stores, each call to the right one
  • Online and in-store stock kept on one count
Your customer
The item they were told about is on the shelf when they arrive.
You see
Special orders on the supplier order the day they’re taken.
Underneath
Your POS and online store, read as they change.

A-204 · Back office · Reimagine

Reorder from what actually sold, and stop restocking what keeps coming back.

The first four systems work at your front door and along the path from the call to the shelf. Reimagine is the workspace behind them: you, your staff and your buyer working alongside agents on the work nobody has written down. For a shop with several locations, this is where they start running as one. None starts until the Schematic says it should.

REIMAGINE · STRUCTURE
Loose tools and one person holding them together, then the same work in one structure.
  1. 01

    Return reason tracking

    Every return reason recorded against the product and the supplier. The pattern is reported, so the item that keeps coming back stops being reordered.

  2. 02

    Reordering

    Reorders drafted from what actually sold, the season and each supplier’s lead time. You approve every order.

  3. 03

    Supplier invoices

    Every invoice checked against what was ordered and what arrived. Short shipments and price changes flagged before they’re paid.

  4. 04

    Seasonal buying

    Last season’s sales by product, laid out before you place this season’s order.

  5. 05

    Store reporting

    One weekly picture across the store and the online shop, or across every location: sales, returns, special orders and stock that isn’t moving.

  6. 06

    The product book

    What the owner knows about every product — what fits what, what to suggest instead — written down, searchable from the floor, and the source for what the agent says on the phone.

A-205 · Human in the loop

A person steps in when it’s needed, not by default.

Stock questions, special orders and returns inside your policy run start to finish without anyone leaving the floor. A person is brought in when the customer needs one: a refund, anything outside your policy, a complaint. Not by default. You keep the prices and the buying.

AI handles

The work that repeats.

  • Answering. Every call, while you’re on the floor respond
  • Product questions. Stock, sizes, brands, from your POS respond
  • Special orders. Taken, deposit link sent, logged respond
  • Return saves. Exchange or credit offered first retain
  • Following up. Special orders in, holds waiting retain
  • Inviting back. New stock, the season, past customers resell
  • Tracking returns. Reasons by product and supplier reimagine

Brought to your people

The work that needs a shopkeeper.

  • The price. Every discount, every price match
  • Refunds. The agent offers the exchange; you approve money back
  • The advice. Which product is right for this customer
  • A faulty product. Whether it’s covered, what you’ll do
  • An upset customer. A person calls them back
  • The buying. What to stock, what to drop, which supplier

The agent offers the exchange you’ve set. It never approves a refund.

Anything outside your return policy goes to a person.

A-206 · Works with what you run

Built into the software you already run.

Nobody on the floor learns new software. The systems work inside the tools your staff already use.

Schedule A · Integrations

Software you already run

  • 01

    POS and inventory

    07
    • Lightspeed Retail
    • Shopify POS
    • Square for Retail
    • Clover
    • Epicor Eagle
    • Heartland Retail
    • Moneris
  • 02

    Online store

    06
    • Shopify
    • WooCommerce
    • BigCommerce
    • Squarespace
    • Wix
    • Google Merchant Center
  • 03

    Phones and messaging

    06
    • Your existing number
    • RingCentral
    • Dialpad
    • Nextiva
    • Grasshopper
    • Google Voice
  • 04

    Reviews, email and loyalty

    08
    • Google Business Profile
    • Yelp
    • Facebook
    • Instagram
    • Mailchimp
    • Klaviyo
    • Marsello
    • Smile.io
  • 05

    Accounting and payments

    06
    • QuickBooks
    • Xero
    • Sage
    • Wave
    • Stripe
    • Helcim
  • 06

    Anything else

    If it has an API, an export or an inbox, we connect to it.

A-207 · Questions

What owners ask first.

Does this replace my staff?

No. It answers the calls nobody on the floor can get to — while they’re serving, at the till, or before you open. Your staff stay with the customers in front of them.

Will customers know they’re speaking to an AI?

Yes. The agent says so at the start of every call. A caller who would rather speak to a person is passed to the floor, or booked for a callback when you’re closed.

Can it tell callers what’s in stock?

Yes, once it reads your POS. It gives the count your system shows and offers to set one aside, with a note to the floor. Without a POS connection, it takes the question and a person calls back.

Does it give refunds?

No. It explains your return policy and offers the exchange or store credit you’ve set. Money back is always a person’s decision.

We have an online store too. Does it cover that?

Yes. It looks up online order status for callers, and Route keeps online and in-store stock on one count, so the agent answers from both.

How long until it’s live?

Respond, Retain and Resell: [timeline to confirm]. Route and Reimagine: [timeline to confirm], set in the scope.

Do I need new software?

No. We connect to the POS and online store you run.

What happens to my phone number?

Nothing. It’s your number. Calls forward to us when nobody picks up, and you can switch the forwarding off yourself.

Where is our customer information held, and who can see it?

Everything the systems handle is recorded: the calls, their transcripts, the details callers give, and every message sent in your name. It is held in the systems we run for you, not on your office computer. Your team and ours can see it. We don’t sell it or use it for anything else. Deposits go through a link, so nobody reads a card number out over the phone.

Any of it is exported to you when you ask: recordings, transcripts, your customer list, and the rules the system follows. If you leave, you get all of it, you switch the forwarding off yourself, and we support the handover for 30 days. That is a term in the contract, not a promise on a call.

Reimagine is held separately, in a workspace set up for your business.

What does it cost?

Respond, Retain and Resell are priced from a rate card. Route and Reimagine are scoped after the Schematic. You have a number before you commit to anything.

What is the Schematic?

Before we build anything, we measure what you’re losing: calls answered during opening hours, special orders that were never picked up, returns that ended in a refund, and customers you haven’t heard from in a year. You get the numbers, and what Respond would recover.

A-208 · The Schematic

Find out what the floor is costing you.

Before we build anything, we measure four things. You get the numbers, and what Respond would recover.

Book a demo Run the Leak Audit
  1. 01Calls answered during opening hours, by hour
  2. 02Special orders taken, and how many were picked up
  3. 03Returns by outcome: refund, exchange, store credit
  4. 04Customers you haven’t heard from in 12 months