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Help centerAnswers from your own manualsCustomers get answers written only from your manuals, with the sources listed.Warranty claimsClaims that arrive ready to approveRegistrations, cover checks, photos and tracking, so you can say yes in one look.ShippingApproved claims, on their wayBuy labels on your own Shippo account or send your warehouse a ready-made file, with tracking to your customer.Support inboxThe whole story on one screenRequests, chat hand-offs and email replies in one inbox, with every order and claim beside them.Step-by-step guidesFixes customers do at homeBuild step-by-step repair guides with your own photos and marked-up arrows.AnalyticsWhat's claimed most, and whySee which products, parts and reasons your claims keep pointing to.
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Docutize

Help center, warranty claims and support inbox for hardware brands, all under your name.

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© 2026 Docutize. All rights reserved.

The AI powered after-sale support and warranty platform

Docutize provides after-sales support for hardware brands that answers from your own knowledge base, creates warranty claims that arrive ready to approve, and pulls messages into one inbox for your team.

We'll email you when it's live, and nothing else. Privacy policy

You make brilliant hardware. Your customers love it.

Then the questions start. Every one deserves a great answer.

Docutize. Meet your support sidekick.

Help center: Your manuals, answering 24/7. From your knowledge base, with the sources listed. Sorted. No ticket needed. Your team slept right through it.

Step-by-step guides: Clear instructions, in your own photos. Pictures marked up, notes and cautions where they matter, and questions answered on the step.

Warranty claims: Claims that arrive ready to approve. Warranty cover automatically checked from the registration date. The customer is always kept in the loop. My portafilter cracked. Is it covered? Yes, covered until March 2028. Claim 1048 started for you.

Courier exports: Approved claims, off to the courier. Every address and part in your courier's own columns, in one file. No retyping.

Support inbox: Your team, with the whole story on one screen. AI drafts from your documents. A person always decides. Customer profiles show everything. And your brand gets the credit.

Analytics: What your claims are telling you. Claims over time, the most claimed parts, the top issues. Fix the product, not just the ticket.

Happier customers. A calmer team. A brand that feels ten times bigger. That's all you. (we just helped)

Brilliant products need brilliant support. Join the waitlist at docutize.io.

Makertech 3D

Live for Makertech 3D's customers since October 2026.
Help center, warranty claims and support, under the brand's own name. Read the case study

Everything after the sale, taken care of

Manuals, repair guides, registrations, warranty claims, shipping labels and conversations usually live in six different tools.
Docutize brings them together, so every answer and every claim comes with the whole story with your name on it.

  • Where's the serial number on the M2? On the label under the drip tray (M2 User Manual, p. 6)
  • Is my machine still under warranty? Yes, covered until March 2027 (Your registration)
  • The steam wand sputters since I descaled. Soak the tip in descaler, then purge (Descaling guide)
  • Can you send me a new water tank seal? Claim started. Your part is covered (Warranty claim 1048)
  • How do I set the grind size? Turn the dial finer, then pull a test shot (Quick start guide, p. 3)
  • Where's my replacement part? Dispatched today, with tracking on its way (Claim 1042)
  • Best settings for oat milk? 60°C, wand tip just under the surface (Milk guide)
  • Do you ship spare parts to Ireland? Yes, in two to three working days (Shipping FAQ)
  • My coffee comes out lukewarm. Warm the cup and portafilter first (Brewing guide)
  • Do I need to register my machine? Already done: your order registered it (Order #4471)
  • Rattling noise from the pump. Prime it with the tank full, a two-minute job (Maintenance, p. 41)
  • Will the M2 drip tray fit my M1? Yes, with the M1 adaptor plate (Parts list (Excel))

After the sale

One customer, start to finish

Follow a single purchase through Docutize. They get looked after on the left, and your team sees every step of it on the right.

Your customer

Your team

  1. 1. Bought

    Buys from you and registers

    Their order registers the product, or they add it in a minute with a proof of purchase.

    The product is already on file

    Model, order and warranty dates sit on their profile. Nothing to key in.

  2. 2. Asks first

    Something's off, so they look it up

    They ask your help center in their own words, or follow a guide with your photos.

    Your documents do the answering

    Answers come from your manuals with the sources listed, and many never become a ticket.

  3. 3. Claims

    Still stuck, so they file a claim

    They pick the product and the part, say what went wrong and add photos.

    It arrives ready to approve

    Cover, order and repeat claims are already checked. Say yes in one look.

  4. 4. Shipped

    Hears from you at every step

    An email when it's approved and another with a tracking link when the part ships.

    Label printed, or file exported

    Print a label with Shippo, or download a .csv for your warehouse.

  5. 5. Fixed

    Back up and running

    The part arrives, the claim closes and they never had to chase anyone.

    And you learn from it

    Analytics shows what's claimed most and why, so the next product ships better.

Your expertise, available 24/7

You've already written the answers. They're in your manuals, guides and parts lists, and on your website.

Docutize puts them to work on a help center at your own address, in your brand's colours, where customers get answers written only from your documents, with the sources listed.

  • When your documents don't cover it, it says so and shows search results, never a guess with your name on it
  • Full AI chat that hands over to your team, on Growth and Scale
  • Internal folders for your team only that customers never see
support.marlowcoffee.com
MMarlow CoffeeHelp centerKnowledge BaseWarrantyMessages
descale light keeps flashingSearch
AI answer

The M2 keeps the descale light flashing until a full descale cycle has finished. Run it to the end, then hold the steam button for 5 seconds to reset the counter.

M2 User Manual · Descaling Troubleshooting guide

Written by AI from Marlow Coffee's documents. Check anything important.

Descaling the M2M2 User Manual · PDF
Resetting the descale lightM2 User Manual · PDF

Claims that arrive ready to approve

Your customer says what went wrong, picks the product and the part, and adds photos and video. Docutize checks each part's cover against their registered product and their order, flags anything odd, and keeps them posted from submitted to resolved, so you can say yes in one look.

  • Products registered from your connected store's orders, an order lookup, or a proof of purchase you review
  • Warranty cover per part; out-of-warranty claims flagged or blocked, your choice
  • Approved claims go straight to shipping, with a label or a file for your warehouse
  • An email to your customer at every step, with a tracking link when it ships
Claim 1042ProcessingPriya Shah · M2 Espresso Machine · SN M2-48213
Submitted
2Processing
3Dispatched

Parts requested

WT-03Water tank seal × 1AICovered to Mar 2027
GH-01Group head gasket, 58 mm × 2CustomerCovered to Mar 2027

Evidence

Claim checks

  • Matched to order #4471
  • Delivery country matches
  • 2nd claim in 90 days

From approved claim to parcel on its way

Approve a claim and print a Shippo label from the same page, or send your warehouse or courier a file in the layout they ask for. Tracking goes to your customer without you lifting a finger.

  • Labels from your own Shippo account, with every carrier rate side by side
  • Courier and warehouse files as CSV or Excel, in a template you build once
  • A tracking link emailed to your customer, and parcels followed through to delivered
  • Every file checked before it goes, so a missing address never reaches the courier
Buy labelClaim 1042Shippo

Ship to

Priya Shah, 14 Mill Lane, Leeds LS6 2AB, United Kingdom

In this parcel

GH-01Group head gasket, 58 mm× 2
WT-03Water tank seal · sent in parcel 1

Parcel

Small box · 30 × 20 × 8 cm0.4 kg

Suggested from the parts' weights and sizes

Rates

Royal Mail · Tracked 482 to 3 days£3.85
Evri · Standard2 to 3 days£4.10
DPD · Next day1 day£6.95
Buy label · £6.95 Packing slip

Bought on Marlow's own Shippo account. The tracking number goes on the claim as parcel 2, and Priya is emailed the link.

Your team, with the whole story on one screen

Requests and AI chat hand-offs land in one shared inbox, right beside the customer's orders, products and claims. AI drafts a reply from your documents; your team reads it, makes it theirs and sends it.

  • AI drafts in three tones, with confidence and sources (Growth and Scale tiers)
  • Saved replies, internal notes with @mentions, and assignment
  • Reply deadlines that count only your working hours
  • A full profile for every customer: timeline, products, orders, claims and chats
SS

Sam Smith

sam.smith@dmail.com · 14:32 local time

Verified3 orders

2

Products

1

Claims

3

Requests

TimelineProductsOrdersAI chats
  1. Opened request #10472m ago
  2. Claim 1042 set to ProcessingYesterday
  3. Registered M2 Espresso Machine · SN M2-4821312 Mar
  4. Order #4471 imported9 Mar

Clear instructions for your customers

Your team knows the fixes your customers keep asking about better than anyone.

Turn that know-how into step-by-step guides on your help center, with your own photos and your name on them, so customers fix it themselves instead of emailing to ask how.

  • Your own photos, cropped, straightened and marked up with arrows, measurements and labels with our built in editor
  • Difficulty, time, tools and parts up front, then clear steps with Notes, Cautions and Reminders
  • A link to every step, and a public comments section right under every step, where your team can monitor and reply
  • Steps from your public guides show up in your help center's search and AI answers, linked to the exact step
  • Edits stay private until you publish, and collections can be Public or Team only
support.marlowcoffee.com/guides
MMarlow CoffeeHelp centerKnowledge BaseWarrantyMessages

Guides/M2 Espresso Machine/Replace the group head gasket

Replace the group head gasket

Swap a worn or leaking group head gasket for a new one.

Moderate 30 to 45 min 9 steps
Steps4 of 9

Step 4Press the new gasket into the group head

58 mmLip down
  • Check the new gasket is 58 mm across, then seat it flat with the lip facing down.
  • Press it in evenly with the portafilter basket, turning a quarter turn.
  • The group head is hot: let the machine cool for 30 minutes first.
  • A spare gasket and the removal tool come in the M2's accessory box.
3 comments

What your claims are telling you

Every claim says something about your products. See what's claimed most, the reasons customers give and the parts they ask for, against the period before, and open the claims behind a number in one click.

  • Fault claims, open claims, median days to a decision and repeat claims on the same unit
  • Your most claimed products with their top reason, and the part asked for most
  • Claims grouped by product, SKU, category, part, reason or country
  • On every plan, from your first claim
AnalyticsOverviewProductsDates in Europe/London
Last 90 daysPrevious periodFaults FiltersAutoDayWeekMonth
126Fault claims+11% vs 114
23Open now6 dispatched, not closed
1.8 daysMedian days to decision90% within 4 days
7Repeat claimsThe same unit again
11Parts asked for outside warrantyOn 9 claims

Claims over time

Weekly · Last 90 days · Ticks are the period before

Split by product
  • M2 Espresso Machine
  • M2 Pro
  • M1 Mini
  • M2 Grinder
  • Previous period
Show as table
  1. 2
  2. 9
  3. 8
  4. 10
  5. 7
  6. 9
  7. 11
  8. 8
  9. 10
  10. 12
  11. 9
  12. 11
  13. 13
  14. 7
20 Jul3 Aug17 Aug31 Aug14 Sep28 Sep19 Oct

Most claimed

All products

Products with the most claims in these dates

  • M2 Espresso Machine+8%53Top reason: Group head leaks (19)
  • M2 Pro+37%41Top reason: Pump stops (14)
  • M1 Mini-12%23Top reason: Water tank leaks (9)
  • M2 Grinder09Top reason: Part missing from the box (5)

Top issues

All reasons

The reasons customers gave

  • Group head leaks+46%38Most asked for: Group head gasket, 58 mm (21)
  • Pump stops-4%24Most asked for: Pump (11)
  • Water tank leaks+419Most asked for: Water tank seal (14)
  • Stopped working-117Most asked for: Power supply (6)

Getting started

Up and running with what you already have

  1. Step 1

    Bring what you have

    Connect your store and bring in the manuals and guides you already have.

  2. Step 2

    Make it yours

    Your logo, your colour, your own address, and the AI you want.

  3. Step 3

    Look after everyone

    Answer requests and approve claims in one place, with your team.

Integrations

Works with what you already use

Connect your store, bring in your knowledge and ship from where you already do.

  • Shopify
  • Google Drive
  • Notion
  • GitHub
  • YouTube
  • Shippo
  • Zendesk
  • Intercom
  • Help Scout
  • Gorgias
  • Dozuki
  • DHL
  • And many more

Need something that isn't here? We build custom integrations on request.

Ask for an integration See every integration
AI with guard rails

AI that works for you, never instead of you

You choose how much AI your help center uses. And wherever a wrong answer would cost you, a person on your team has the final say.

Is the pump motor covered if it stops working after a year?

AI answer

Yes. The motor has a 3 year warranty from the purchase date, so it is covered. Start a claim from your registered product and add a short video of the fault.

Pump manual, p.12 Warranty terms
ConfidenceHigh
Thin evidence? It shows search results instead of guessing.

  • Only your documents

    Answers come from your knowledge base alone: never the web, never another brand's data. Internal folders stay internal.

  • Shows its sources

    Every answer and every draft lists the documents it came from, so you and your customers can check it.

  • Knows when to stay quiet

    A two-stage confidence check means thin evidence gets search results, not a guess with your name on it.

  • Never acts alone

    Drafts never send themselves. Suggested claim changes wait for your team to approve them, and anything AI adds is marked as AI.

Your customers trust you. We keep it that way.

Every brand on Docutize is walled off from every other one, down to the database, and you get the tools to answer your customers' privacy requests yourself.

Read our privacy policy

  • Isolated per brand

    Database rules check every request against the brand it belongs to.

  • Private files

    Uploads sit in private storage and open through links that expire in minutes.

  • Privacy requests, handled

    Export everything about a customer, or delete their account, from their profile.

  • Signals you control

    Device and location details are optional, can be switched off, and go after 12 months.

Pricing

Plans that grow with your brand

When Docutize opens, every plan starts with a 14-day free trial. When an AI allowance runs out, that feature falls back to search until next month.

Starter

$49 /month

For a small brand bringing its support into one place

GrowthMost popular

$149 /month

Adds AI chat for your customers and AI drafts for your team

Scale

$399 /month

For more products, more claims and a bigger team

Compare every plan

Questions

Who is Docutize for?

Brands that make physical products: 3D printers, tools, bikes, appliances, anything with a manual, spare parts and a warranty. Usually a small team that wants its customers looked after the way a much bigger company would.

How long does it take to set up?

An afternoon for most brands. Upload the manuals you already have, add your products and their parts, import an order export, pick your logo and colour, and your help center is answering questions. Warranty claims work from the start: six request types, ready to tune.

Will the AI make things up?

It's built not to. Answers come only from your documents, a confidence check stops it answering on thin evidence, and every answer shows its sources.

It can still be wrong, so AI answers are labelled on your help center, and your team reviews every draft before it's sent.

Do I need to connect my store?

You don't have to, but it helps. Connect a Shopify store and its orders come in on their own, read only. Or import orders from any CSV, as often as you like; re-imports never create duplicates. Docutize uses the orders to register products and check claims. WooCommerce and BigCommerce connections are coming.

Can customers still email us?

They can, but requests on Docutize come through your help center and its chat bubble, so every ticket is tied to a customer and the products they own. Your replies reach them by email, in your branding, with a link back to the conversation.

Can I use my own domain?

Yes, on Growth and above: your help center at an address of yours, such as support.yourbrand.com, with the certificate handled for you. Every plan includes a yourbrand.docutize.io address in your logo and colours.

What happens when the trial ends?

Uploading documents and creating forms pause until you choose a plan; everything else keeps working while you decide. If you don't subscribe, we delete the organisation 30 days after the trial ends, and email you twice before. See the plans.

Where is my data stored?

With our database provider, Supabase, in the United States. Our privacy policy explains how it's protected and who processes it.

Everything after the sale, handled.

Docutize opens to new brands soon. Join the waitlist and we'll email you when it does.

Join the waitlistTalk to us