faultbook.com

What It Is

FaultBook is a cloud-based returns and repair management SaaS product from Lava Logic Ltd. It is designed to help companies manage after-sales workflows for physical products, including returns, repairs, customer communication, payments, logistics, and inventory. Its target users include manufacturers, retailers, repair centers, call centers, engineering centers, and third-party service providers.

Core Features and Workflow

The product is centered around customers and Cases. The customer module supports linking retail customers and consumers, and can enable a customer self-service portal. Case management brings returns, repairs, courier activity, and related processes into a single context, making it easier for teams to track progress. The repair module emphasizes recording fault causes, tracking repair time, and analyzing defect trends. Fault Codes can be created as either general-purpose or product-specific codes, with supporting repair guides in text, images, or video. Beyond this, FaultBook also provides assessments, sales orders, purchase orders, courier booking, product management, inventory, reports, and dashboards.

Pricing and Trial

FaultBook uses per-user subscription pricing and supports both monthly and annual billing. Start up costs £50/user/month, Regular costs £75/user/month, and Pro costs £85/user/month. Annual pricing is £500, £750, and £850/user/year respectively. The plans are broadly feature-complete, but impose limits on areas such as the number of customers, returns/repairs, reports, and dashboards; Pro provides unlimited allowances. The official site offers a 30-day free trial with no credit card required, but there does not appear to be a permanently free plan.

Integrations, Security, and Deployment

Publicly listed integrations include APC courier services, Stripe, Authorize.net, PayPal payments, and Crafty Clicks. On security, the website mentions 256-bit SSL, UK hosting, GDPR and data protection obligations. The terms promise at least 95% uptime, with a 99% target. Deployment is clearly SaaS cloud hosting, with no need to run your own server. We did not find self-hosting options or public API documentation.

Pros, Cons, and Best Fit

The main advantage is a complete after-sales workflow loop, especially for physical-goods businesses that need to manage returns, repairs, fault analysis, logistics, and inventory together. Reports can be customized and scheduled for email delivery. The drawbacks are that pricing is not low, the number of integrations is limited, documentation around APIs and advanced permissions is insufficient, and the uptime commitment is not especially aggressive.

China Access and Alternatives

No information is provided on access from China, and payment or localization support is also not specified. Cross-border teams should verify network accessibility, time zone handling, currency requirements, and compliance needs themselves. If you need domestic services and Chinese-language support, consider comparing Shouhoubao, FXiaoke, and relevant Yonyou/Kingdee solutions. If you prefer international ticketing and service platforms, compare Zendesk, Freshdesk, ServiceNow, Odoo, or Zoho Desk.