Meet MyDeal
MyDeal is a leading Australian e-commerce marketplace connecting millions of shoppers with trusted retailers. Since 2011, they’ve offered the biggest brands and great deals on an extensive portfolio of home and lifestyle products.
The challenge
Every day, MyDeal teams juggle the needs of 1,400+ sellers offering millions of products, all while coordinating hundreds of partners and suppliers. Especially as its marketplace grows, supply chain and retail challenges get even more complex.
Without the right processes in place, MyDeal’s teams can’t efficiently manage vendors, meet customer demand, and ensure profitable growth.
At the same time, teams need to move fast. No bureaucracy or complicated software should stop them from doing their best work in an ultra-competitive retail environment.
The solution
Why monday.com?
MyDeal’s CEO opened a monday.com account when the company was just 30 people, initially to capture requirements for tech.
“Since day one, MyDeal’s mentality has been to use smart tech to eliminate friction between sellers and buyers,” explains Amanda Bourke, General Manager of Projects. “This is still our edge, even though we’ve since tripled in growth and now sell millions of products.”
Today, over 100 employees use monday.com to manage core retail processes, including supply chain, customer service, merchandising, e-commerce coordination, purchasing, stock order tracking, and more.
monday.com is intuitive enough for teams to create and optimize the processes they need, without blockers. They build their own connected workflows, automations, and integrations, without raising tech tickets or resorting to spreadsheets.
“We’ve empowered our teams to create and run workflows that save us cost and save them time and effort, especially as the company grows,” says Amanda.
“We still operate like a startup at heart — moving fast and empowering everyone to work the way they need.”
Solving customer claims faster with an easy PayPal integration
Whether it’s lost deliveries or product faults, dealing with some disgruntled customers comes with the territory for retailers.
MyDeal faces the added layer of coordinating between third-party buyers, sellers, freight providers, and payment systems such as PayPal.
Before using monday.com, MyDeal support agents managed disputes manually using a complex spreadsheet and emails.
“So much time and energy was wasted chasing answers, logging notes, and sending status updates to everyone involved. We were about to hire an extra person to manage claims,” says Amanda.
Instead, she connected the PayPal disputes workflow to monday.com.
“Setting it up was super simple without needing a tech team — I do need to stress: I am not a coder — and this initiative had a huge impact,” she says.
Now, every time a case is opened in PayPal, all key information flows automatically into a monday.com board. From there, teams can track each claim’s status, payment information and messages in real-time, even if they don’t have permissions to access MyDeal’s PayPal account.
This means customer service teams have all the information they need to identify and communicate where the issue lies (whether with vendors, buyers, or suppliers), what action is needed, and when it will be resolved.
“We can also consolidate individual claims into a vendor-wide or all-company view. This makes it easy to identify trends or repeat problems so we can work with sellers to fix underlying issues and prevent mistakes,” says Amanda.
Managing 1,400+ sellers with a holistic overview
MyDeal manages its sellers across 8 monday.com boards, each focused on specialist areas such as sales results, tech integrations, and product catalogs.
Essential insights from those 8 boards roll up into one holistic, live-updated seller overview.
“This means our account managers always have all the context they need to create great, personalized experiences for sellers, maximize sales, and solve any problems fast,” says Amanda.
