Frequently asked questions


Got questions? Want the facts? Well, you’ve come to the right place.

Here, we’ve listed (and answered) some of the most common questions that we hear. Whether it’s info about our customers, carriers or even our tech, take a nosey below and see if you can find what you’re looking for.

If not, just get in touch. We’ll be happy to help you get the answers you need.

About Sorted

What types of customers do you work with?

We work with a range of exciting B2C and B2B retailers and brands of all shapes and sizes, including ASOS, Music Magpie, Farfetch and ASDA. We also work with our third-party logistics provider partners like Wincanton and GXO.

Do you have customers globally?

Yes. We were founded in the UK but have customers shipping all over the world and are cultivating a growing US presence.

How big is Sorted?

Our team comprises of over 100 people, with the majority sitting within our tech teams, and we continue to hire at pace over the coming months.

Are you environmentally responsible?

Yes. Our customer-facing infrastructure is 100% hosted in the cloud. We’re proud to use Microsoft Azure, who are committed to energy efficiency and plan to be using 100% renewable energy by 2025. Our platform makes it easier for retailers and brands to distribute locally, and we’re also super excited to see some of the ways our amazing carrier partners are tackling environmental and sustainability issues, using electric vehicles, drone tests and more. We also operate a flexible working policy so our employees can work where it’s convenient instead of clocking up the miles.


How do I implement delivery and carrier management with Sorted?

With Sorted you can integrate once and get access to all your carrier services. Our tech is API-first and our UI and reporting tools are made available to all our customers.

Our tech docs are available below and we have experts on hand to help you decide on the right integration and flow for you.

How do I implement post-purchase tracking and comms with Sorted?

Sorted is flexible to your needs. Our tech is API-first and you can make use of our data transfer tools like webhooks or use our management dashboard and reporting, branded tracking pages, comms and more.

Our tech docs are available below and our experts are on hand to advise you.

How do I implement automated returns management with Sorted’s Return app?

There are a number of ways to consume the Sorted Return app. The most popular option is simply to install and use in a few clicks on Shopify (you can try it free now!). Other options include an app on BigCommerce (again you can start from free) or our standalone solution.

Check out our full FAQ knowledge base for returns below.


How do you integrate with carriers?

Our carriers are true partners to Sorted, and we choose to integrate directly rather than relying on more unreliable practices like scraping. We work with carriers on integration to ensure both high performance and data transfer speed, and low ongoing maintenance. API, Hybrid and File methods are used.

Do you have my carriers?

Sorted has an extensive carrier library and we choose our partners carefully – based on customer demand and market innovation. Contact us for our full list, and if we don’t have the service you require we can discuss adding it to our portfolio.

How do you manage carrier relationships?

Our partnerships are super important to us and our specialist carrier team hold regular updates to discuss all the usual day-to-day integration and data stuff, along with thinking longer-term about future trends. (Basically, we’re a bunch of carrier-loving retail nerds.)

Security and Support

Do you have a 24/7 support desk?

Absolutely. Our support team is always on hand to help 24/7 365 days a year.

Will I have an account manager?

Yes. All of our customers have key contacts to support them on their delivery experience journey with us. We also gather regular feedback from you to improve our product offering and to ensure we are creating value for you.

What is your uptime?

We work hard towards maintaining 99.999% uptime.

Are you GDPR complaint?

Yes. We handle all personal data very carefully. We work closely with our clients and carrier partners to ensure compliance with global and local regulations.