Reachdesk's Merchandise Builder is a self-service tool that lets you easily create, order, and restock branded merchandise. You can then send these items to clients, prospects, employees.

How Merchandise Builder works

Browse items in the Catalog

Go to the Merchandise tab in Reachdesk and open Catalog. From there, you can browse available products such as clothing, bags, office equipment, and homeware. 

Note that the pricing shown while browsing or customizing covers the item cost only.

Customize a product

Select a product from the Catalog and use the online editing tools to add your branding and text. You can customize any area shown within the designated editable space. 

Wait for the Mockup: Once your design is complete and you click Save, the tool begins generating your digital mockup. The item will not appear in your Customized tab until this process is finished (usually 2–5 minutes).

Review customized items

Once your mock-up is generated (usually within a few minutes), your item will appear in the Customized section.

From here, you can:

• Select the product
• Choose available sizes and colors
• Add the item to your cart

Please note:

• You can view and select your customized items, but you cannot edit or delete them within this section.
• To create a new design, you’ll need to start the customization process again.
• If you’d like to delete a design, please contact our support team, as this option is not currently available in the app.

Placing a Merchandise Order

During checkout, you can ship your order to:

• A Reachdesk warehouse you already have access to.

• An address of your choice in a supported country.

Merchandise Orders do not use recipient address confirmation links; all shipping addresses are locked in at checkout and can be viewed directly under the MON details in Merchandise > Orders tab.

Shipping & Country Filters

Shipping availability depends on the product. All items in the same order must ship to the same destination. You can use the Catalog filter to choose your destination type (warehouse or address), which activates a country filter to help narrow down products.

Timelines & Tracking

Production and Delivery

Standard production and delivery for Merchandise Orders usually take between 2–5 weeks. For a more accurate shipping date please reach out to support@reachdesk.com. 

If you are shipping your merchandise order to a Reachdesk warehouse, please allow an additional 5–7 business days for our team to process the items into your active inventory after they arrive at the facility.

Track your Merchandise Order and reorder 

Open the Orders tab to:

• View current and past orders using your unique MON (Merchandising Order Number).

• Check order status.

• Quickly reorder items when inventory is running low.

Payment & Costs

Before placing the merchandise order, you must select a payment method. You can choose from your individual wallet(s) or a team wallet, if available.

Note on Customs: While Reachdesk handles the logistics, the client is responsible for any customs charges incurred during the shipping process.

Frequently Asked Questions

Do I need to create a Ship Notice after placing an order? 

No. Merchandise Builder is integrated with Reachdesk, so orders placed through this feature automatically create a Ship Notice and the relevant SKUs. You can track these from the Orders tab. Please note that the Estimated Time of Arrival (ETA) set for the ship notice linked to a merchandise order is not synced with the actual shipment. 

How do I select the size and color of an item? 

Available sizes and colors appear as you move through checkout and add items to your cart.

Why do I see the error “Something went wrong; please try again” when placing my order? 

This usually happens if your cart contains items from two different suppliers. Reachdesk doesn't currently support mixed-vendor orders. To fix this, place two separate orders or choose items from the same supplier. 

You can find the supplier name on the product's item details page under the Vendor line.

What should I do if the item from the Merchandise Builder that I wanted to send was marked as out of stock?

If the Merchandise builder item customised is now marked as out of stock you won't be able to place a new merchandise order with it. To avoid any delays we recommend browsing the merchandise catalogue and looking for an in stock alternative you can order instead. You can also email us at suppport@reachdesk.com and we will check with the merchandise supplier what is the timeline to have the item available again. 

Why is the "Save" button not responding?

If you click Save in the design tool and nothing happens, check the following:

• Design Name: Ensure you have entered a name for your design, as the editor cannot save an unnamed design.

• Required Elements: Ensure you have finalized the placement of your logo or text.

If you need further assistance, please contact support@reachdesk.com.