By selling on Complex, you'll reach an extensive and diverse audience that engages with Complex across various channels. This broad exposure helps you connect with prospective customers more effectively and drive greater sales opportunities.
Onboarding & Set Up
If you are based outside the U.S. or use a platform that is not Shopify, we have partnered with Violet.io for integration. Violet serves as the connection layer between your store and ours. The integration process varies slightly depending on what eCommerce platform you are using. For more info, check out our help desk article on Onboarding to Complex. On average, onboarding takes between 5-15 minutes to complete.
If you're on Shopify and are based in the U.S., we'll send you an invite to onboard with Shopify Collective. For more info, please see What is Shopify Collective?
Select the products you want to publish using Violet or Shopify Collective. Once you've made these products available to the Complex team, we'll take care of merchandising and publishing them on the Complex site for sale.
Your team will be able to monitor and provide input throughout the entire process.
Any shipping configurations you've set up on your host platform will be mirrored on our site, including shipping carriers, fees and express shipping options.
Our team of dedicated experts is available to assist you every step of the way. We can provide you with a pre-onboarding checklist and schedule a call with your team.
Product images, product description, product title, retail price and an inventory value greater than 0.
We can work with your team on setting up a cadence to merchandise and publish your products.
Proprietary Platforms & Custom Integrations
If you don't see your ecommerce tooling as a listed platform in the onboarding document, send us an email at brandsupport@complex.com. We will request information and collaborate with you and your team to support a custom integration.
Our team will be asking you about your host platform's API capabilities and data retrieval. Here are some examples of the questions we might ask:
Is there a public-facing API for retrieving product data?
Is there an API for creating orders?
Does the product data include up-to-date inventory information?
How can we retrieve fulfillment information?
The answers to these questions will help us understand the effort required to support the integration. For more information on this process, please see Custom Integrations with Complex.
Fulfillment
Orders must be fulfilled within two (2) business days.
Your pre-fulfillment cancellation rate must be less than 3%.
Orders must be fulfilled with valid tracking numbers.
For a complete list of fulfillment SLAs please see THIS ARTICLE.
Orders can be fulfilled directly through your eCommerce tooling. Once an order has been fulfilled with valid tracking, that information will flow into our system and Complex will send the customer a shipment confirmation email with tracking information.
Orders placed through our site will be sent to your host platform with a special tag, allowing you to easily distinguish between orders made on our site and those from other platforms.
If a customer receives a damaged or incorrect product, Complex will first collect images of the product received before escalating to your team. If the collected imagery clearly depicts a damaged or incorrect product, Complex will escalate to your customer support contact for resolution. We require a contact response time of 1 business day for all escalations to your team. Upon your team's review of the images, please determine a resolution and communicate it to the customer. If you would like support in relaying this information to customers, please email brandsupport@complex.com.
Complex operates under an All Sales Final Policy that can be found here. We do not accommodate returns or exchanges unless the product received was damaged or incorrect.
Pre-fulfillment cancellation rate must be less than 3%. If you absolutely need to cancel an order before fulfillment you can do so via your eCommerce platform and the customer will be refunded in full. This metric is tracked via our fulfillment SLAs. For more information click here.
In certain scenarios, Complex reserves the right to request a cancellation on behalf of a customer. Complex will reach out to your customer support contact to request the cancellation if necessary.
Unauthorized or disputed charges may be subject to cancellation.
Our team will conduct a thorough investigation and reach out to your team only if we find that a transaction is truly unauthorized or fraudulent.
For damaged or incorrect products received, we will support returns. Complex requires that you supply a return label for damaged or incorrectly received products. For standard returns, you may issue return labels or have the customer resend the product at their own expense.
Complex operates under an All Sales Final Policy found here. We like to underpromise and over deliver when it comes to supporting customers. If you typically accept returns, please share your return policy with us and we will gladly enforce your policies.
Complex customer service aims to handle all the heavy lifting for your team when addressing customer needs and inquiries. If a customer reaches out to your team directly, please direct them back to our support desk. This provides continuity of service and eliminates any potential double communication. Our customer service email is support@complex.com.
We request a contact response time within one (1) business day for all escalated customer inquiries to your team.
Address updates are typically not supported once an order has shipped, but if an order has no tracking, our team will contact you to request an update on behalf of the customer.
Once an order has tracking, our team will let the customer know that an address update is no longer possible.
Violet partners with Stripe for fast, easy and secure payments. As a part of the Violet onboarding process, you will set up a Stripe account to receive payments.
If you onboard with Shopify Collective, you will be paid through your Shopify payments account.
You'll be prompted to create your Stripe account during the onboarding process. Here you'll be asked to enter your business details and banking information. For a step-by-step of this process, please see Getting Paid on Complex.
Once an order is fulfilled with valid tracking, this will trigger a payout. Please allow up to 10 business days to see payment activity.
Security & Compliance
Privacy and security is of high importance to us. We are committed to maintaining the highest security standards and continuously improving our practices to protect your data and build lasting trust. That's why we've partnered with Violet!
Violet and Shopify Collective understand the importance of safeguarding the sensitive data that flows through their system as a connection layer between you and us.
Data Encryption: They use AES/CTR/NoPadding encryption and KMS to secure sensitive data at rest.
Password Protection: They employ Bcrypt/Blowfish hashing techniques to protect passwords.
Vulnerability Scanning: Their system undergoes continuous vulnerability scans with Snyk.
Penetration Testing: Regular tests are conducted by HackerOne to identify and address potential vulnerabilities.
Access Reviews: Ongoing reviews are performed to ensure that access to data is properly controlled.
Data Backups: They maintain complete backups of all data to ensure recovery in case of any issues.
Logging and Monitoring: These are in place to detect and respond to any anomalies.