Madrazall Built
We discussed SOPs and processes, tools and need for structure. This is my proposal and the value I can provide.
Here's what it does — and what it means for your business.
RMA Tracker · Built for solely for Toce Performance with the actual company needs in mind. · Madrazall Built
The problem
Right now, returns happen — but they don't exist anywhere. At least not trasnparently. Refunds go out through Magento with no required link to a label, a receipt, or a confirmed return. There's no paper trail, no cost record, and no way to know how often product actually comes back.
I know this because I've been the one managing it, having a random box show up and I had no idea where it came from. A slip of paper with a name, hoping the label has identifying information, searching the tracking number in our records and finding nothing.
No documentation. No defense.
If a customer dispute occurs where we couldn't prove the return was received, we lose. That's not a maybe — that's a confirmed exposure that exists on every untracked return going forward.
So I built the fix
Here's a walkthrough of what I built — using hypothetical data so you can see exactly how it works.
Step 1 — Secure login
Role-based access. Admin, office, warehouse, and tech all log in separately and see only what they need. The warehouse team can receive and inspect — they can't touch billing. Admins see everything.
Step 2 — Log the return
Every return starts here. One form captures the order, the customer, the product, the SKU, and the reason — all tied together before anything else happens. RMA number auto-generates so nothing gets duplicated.
Step 2 continued — Filled in
Real data, real record. Customer name, invoice number, product, SKU, quantity — all captured at intake. This is the paper trail that didn't exist before.
Step 3 — Cost capture
Every return has a real cost. Shipping, labor (calculated at your rate), and product value loss are logged at intake. Estimates are fine — the point is that the number exists. Right now it doesn't.
Step 4 — The full picture
Every open return at a glance. Searchable by RMA number, customer, SKU, or invoice. Filtered by status — Received, Inspected, Decision Made, Closed. Nothing falls through because nothing lives in someone's head anymore.
Step 5 — The record
Every detail, one place. Who the customer is, what came back, what condition it was in, who it's assigned to, and what the disposition is. If a dispute comes in tomorrow — this is your defense.
Step 6 — Audit trail + cost impact
Timestamped. Auditable. Defensible. Every status change, every note, every decision — logged with who did it and when. Total cost impact calculated automatically: shipping + labor + value loss. One number that tells you what that return actually cost.
Step 7 — The dashboard
The whole operation, at a glance. Total RMAs, open vs closed, stalled returns, estimated cost impact, avg cost per return, top return reasons, repeat SKU issues, status breakdown, disposition breakdown. Toggle between 7-day and 30-day views. This is the data that doesn't exist anywhere right now.
What this looks like in the first 90 days
These are hypothetical numbers based on your average order value and current return volume — but they're realistic.
Returns logged
~22
vs. unknown today
Cost impact tracked
~$840
shipping + labor + loss
Disputes defensible
100%
vs. 0% today
Patterns visible
Week 4
first trends emerge
By month three, you'll know which SKUs are coming back most, which return reason is costing the most, and whether a specific customer is a pattern. None of that is visible today.
How it's built — and why it matters
This is not a web app. It is a server-based desktop application — installed directly on TOCE hardware, running locally on your network. Customer data, order data, and return records never leave your infrastructure.
That distinction matters. A web app lives on someone else's server. This lives on yours. No third-party data handling. No monthly subscription to access your own operational data. No exposure from a vendor's breach.
Moving piece by piece — deliberately.
Each tool is designed to be migrated into a more secure, more stable framework over time. We don't rip and replace — we build alongside, validate, and swap. The architecture is designed for that from day one. You get working tools now and a safer, more defensible system as it grows.
What a working engagement looks like
Two options. One decision.
$65/hr
Billed hourly, capped at 40 hours · Max $2,600
I build, implement, and train your team to run it. You get a fully functional system and a team that knows how to use it. You keep your version of the product, I retain the rights to the underlying architecture— which means the rate reflects that. No padding, no games.
If I finish in 25 hours, you're billed for 25. If something unexpected comes up at hour 38, you're not eating it uncompensated. Anything beyond scope is a separate conversation.
I own the architecture and IP · You own your branding, keep the most up to date version to use forever.
$95/hr
Billed hourly, capped at 40 hours · Max $3,800
I build, implement, and train your team. You own the code, the documentation, the SOP — everything. You can end the relationship and keep it all. Full asset, no strings.
If I finish in 25 hours, you're billed for 25. If something unexpected comes up at hour 38, you're not eating it uncompensated. Anything beyond scope is a separate conversation.
You own everything · Full transfer on delivery
The cap signals confidence — I'm not leaving it open-ended because I don't need to pad it. I know what I'm building. I also won't be offended if you request a professional review.
What's already been built
The RMA Tracker is tool one. It didn't come out of nowhere. Here's what I've designed, built, or fully scoped for this operation — each one solving a real problem I identified from inside the job. THIS is what I've been doing when I go home at night.
RMA Tracker · Return Accountability
Full return lifecycle — intake, receipt, disposition, cost capture, dispute defense. The paper trail that didn't exist. The data you'll gain to make informed decisions.Delivered tonight.
Shipping Dashboard · Root-Cause Analysis
Shipping cost reporting with root-cause logic — separates internal errors from upstream problems from procurement issues. Stops guessing, starts tracking.
Shorthand Order Formatter · Error Elimination
Eliminates human error in order transcription. Standardizes format at intake so bad data stops entering the system before it can cause problems.
Procurement Catalog · Vendor Visibility
Batch ordering, centralized vendor data, visibility into what's coming and when. Replaces scattered spreadsheets with a single source of truth. No more texting orders, ability to institute request deadlines.
Stock N Awe · Dual Inventory
Tracks marketable finished goods alongside raw materials — two separate pools, one system, with restocking from returns feeding back in automatically. Ties in to Procurement Catalog and Inventory so parts are ordered correctly no matter who calls them what.
Email Management · No Dropped Customers or Messages
Routes emails into actionable tasks. Customers don't fall through because an inbox got buried. Every message becomes an actionable task automatically, finish the task, record the outcome, check the box. In six months when you need that info-it will be waiting to let you know what you did last time.
Inventory Form Builder · Rapid Prototyping
(For Brian) Build and modify inventory forms to own specifications without IT involvement or software purchases. Rapid on the fly deployment when needs change.
Shipping Report v2 · Persistent Iteration
Version-controlled shipping analysis that persists across reporting cycles — root cause found, documented, and tracked rather than re-discovered every month.
Product Description Generator · TOCE Voice
Generates product copy in the TOCE brand voice — not generic AI output. Trained on the tone, the specs, the customer. Built specifically for this catalog.
FedEx API Research · Rate Intelligence
Full analysis of rate quoting vs. shipping vs. surcharge structures. Groundwork for label generation and cost optimization baked into the platform. This can be done with any carrier so that you choose what carrier to ship with based on the real lowest costs, there is no law saying we need to use one. Do you buy toilet paper at whole foods?
CNC Directory · Version Control + Multi-Device
Real-time CNC file management with version history, upload workflow, and multi-device access. No more lost revisions, no more which-file-is-current. Ability to photograph real time images for upload on the spot. Make the changes when they happen, don't wait a year for someone to maybe have time to enter data.
R & D Directory · Version Control + Multi-Device
Real-time R & D file management with version history, upload workflow, and multi-device access. No more lost revisions, no more which-file-is-current. Ability to photograph real time images for upload on the spot. Make the changes when they happen, don't wait a year for someone to maybe have time to enter data.
Twelve tools, built or scoped, before a formal engagement. That's not a pitch deck. That's institutional knowledge converted into infrastructure.
What's already done
Delivered tonight. At no charge.
The RMA Tracker — login, intake, list view, detail view, cost tracking, activity history, dashboard — is built and running. This isn't a mockup. This isn't a pitch deck. This is a working product. Tool one is done.
If this is adopted and productive within two weeks..
Imagine what I can do with the next 50 weeks.
You've built a reputation on doing things right, from raw materials to finished product. You know what it looks like when someone actually cares about the craft — when they're not just filling hours but building something that lasts.
That's what I'm doing. The tools are different. The logic is the same.
This isn't a rate increase.
I am an investment.
Same builder logic. Different materials. · madrazallbuilt.com