Primis isn’t just another post-purchase tool. It’s a platform created by a founder who has spent her career inside some of the most influential customer experience and logistics businesses in the world. From Amazon through a number of post purchase platforms, Rebecca saw first-hand how broken the post-purchase experience can be, and decided to build something better.
Primis is now used by global brands to manage everything that happens after the buy button is clicked, with smart infrastructure designed for retailers who want more than a tracking page.
Built by Someone Who’s Been There
Rebecca’s background is packed with experience that most startup founders would dream of. She helped launch Amazon Prime in the US, working across logistics, last-mile delivery, and customer experience.
“That’s where I learned what best-in-class CX actually looks like,”
said Rebecca. I also saw how disconnected the world of returns, warehousing, and customer comms can be.”
Rebecca, Founder @ Primis
From there, she moved to Silicon Valley startup a US a major post purchase player to help launch their EMEA business, before leading US expansion at a well known returns platform. Working with 3PLs like SEKO and GXO, she built white-labeled returns flows that helped major retailers solve reverse logistics challenges.
“But everything still felt clunky. The warehouse didn't speak to the CX team, the emails didn’t reflect the brand, and customers were getting frustrated. So in 2020, I started building the MVP for Primis myself.”
Rebecca, Founder @ Primis
That MVP became a venture-backed business, with over £5 million raised across three rounds. Today, Primis operates in London, Cape Town, and Dubai, with a growing team and a sharp focus on building what Rebecca calls “a luxury CX platform that actually works.”
What Makes Primis Different?
1. It’s not just returns.
Primis powers the full post-purchase journey. From branded delivery tracking to localised returns across the GCC, and even white-labeled instant refunds and exchanges inside 3PLs, Primis offers end-to-end control.
2. Fast, flexible onboarding.
While some legacy platforms take months to implement, Primis can be live within days. According to Rebecca:
“We had one client say it took four months to go live with a well known platform. We did it in under two weeks. Brands deserve faster wins and a platform that can be tailored to how they actually work.”
Rebecca, Founder @ Primis
3. Designed for international growth.
Built with local currencies, languages, and logistics in mind, Primis supports brands entering regions like the UAE and Saudi Arabia. With features like instant returns in malls and native Arabic CX flows, they’ve carved out a strong position in markets most platforms overlook.
The Primis + Cogent2 Fit
Cogent2 is already supporting retailers working across ERP, Shopify, and complex integrations. Our consultants are embedded in businesses like Castore, helping them optimise their NetSuite stack, build automation, and improve post-purchase performance.
“Most of our clients already have their ERP in place, but need robust integrations, that’s where we come in. We fill the technical gaps and help them choose the right tech for where they want to go next.”
Dave, Founder @ Cogent2
Primis is already integrated into Patchworks, and their team has handled setup for brands like Belstaff using NetSuite. As they continue expanding in the Middle East and Europe, they’re a great fit for retailers who need localised, scalable post-purchase tools.
Why This Matters
Brands spend millions building beautiful storefronts and packaging. But too often, that experience drops the moment a customer completes their order. A standard DHL link or a poorly branded returns page doesn’t reflect the investment that’s gone into product or design.
Primis closes that gap, and with Cogent2’s ability to embed technical consultants, improve ERP flows, and support integrations across platforms, the two make a powerful combination for retailers focused on customer experience.
“We’ve seen the pain first-hand. Now we’re building the infrastructure to fix it. Retailers don’t want another dashboard — they want something that fits their brand, works across markets, and just gets the job done.”
Rebecca, Founder @ Primis
What’s Next?
Primis is five years in and growing fast. With a team across three continents and an eye on expansion into Saudi Arabia, they are positioning themselves as the next-generation post-purchase platform for retailers who care deeply about customer experience.
If you’re scaling internationally, modernising your returns process, or rebuilding customer trust through better communication, Primis is a name worth knowing.
Cogent2 is proud to partner with platforms like Primis, helping brands optimise their post-purchase experience and integrate the right systems for growth. Let’s talk if you want to level up your stack.
