What is Aftercare? (Overview)
What is Aftercare?
Aftercare is Pimento’s solution for supporting customers throughout and beyond the delivery process.
It allows customers to manage their orders after purchase, without needing direct intervention from your team.
This includes:
• Cancelling orders
• Editing addresses
• Requesting returns
How Aftercare Works
Aftercare is controlled through configurable rules that determine what customers are allowed to do after placing an order.
These rules are applied automatically to eligible orders based on how your account is set up.
For each order, Aftercare checks:
• What actions are enabled (e.g. cancel, edit address, request return)
• Whether the order is still within the allowed time window
• The current order status (e.g. not yet shipped vs already fulfilled)
If the order meets these conditions, the customer is able to make changes without contacting support.
Once an order passes a certain point (such as being picked, packed, or shipped), Aftercare actions may be restricted to prevent operational issues.
In addition to functionality, Aftercare can also be customised to match your brand. This allows you to control how the experience looks and feels to your customers, including branding, messaging, and overall design.
This ensures that even post-purchase interactions remain consistent with your brand, rather than feeling like a separate or third-party system.
To learn the basics of configuring Aftercare Branding click here.
Important Notes
• Aftercare improves customer experience
• Some features depend on order status
• Refunds may still require manual handling
FAQs
Can all orders use aftercare?
Only orders meeting criteria can use it
