Stitch Labs Review
Since its launch in 2011, Stitch Labs has become one of the most recognized brands in online inventory management. Headquartered in San Francisco, the company has 25 employees and processes over $100 million in orders per month through its flagship product, Stitch.
Stitch is a cloud-based SaaS (Software as a Service) application designed to marry inventory, billing, accounting, shipping, and e-commerce together, through its myriad features and 3rd party integrations. One would guess that’s why CEO Brandon Levy and his team decided on the name: they want Stitch to be the thread that holds the backend of your company together.
Note: In discussions about this product, you’ll often see “Stitch” and “Stitch Labs” being used interchangeably. For the sake of clarity, I’d like to point out that Stitch is the name of the application, and Stitch Labs is the company that develops and supports it. Make sense? Great, let’s take a look at Stitch Labs pricing.
There are several different plans to choose from. Here’s a breakdown of the different tiers:
- 250 orders/month
- $100/500 additional orders
- 2 integrated sales channels
- 2 users
- Reporting tools
- Email support
- 2,000 orders/month
- $100/1000 additional orders
- Unlimited integrated sales channels
- Unlimited users
- Reporting tools
- Price Management
- Drop shipping
- Live Chat, Phone, and Email support
- $2,000/month (billed annually)
- 20,000 orders/month
- $100/1000 additional orders
- Unlimited integrated sales channels
- Unlimited users
- Reporting tools
- Drop shipping
- Dedicated Account Manager, plus Live Chat, Email, and Phone support
- Priority access to betas and new features
- Enterprise Plus
- Contact a representative for more details
Before committing to a plan you can demo the software for free with their 14-day trial, no credit card required. All you need to do is create an account. Once you’re signed up you can change tiers at any time, in which case your bill is prorated the appropriate amount.
Web-Hosted or Locally Installed:
Stitch is cloud-based only, which means there’s nothing to download or install on your computer.
Hardware and Software Requirements:
All you need is an Internet connection and a web browser (note that Stitch will not work with Internet Explorer). You can also access the application via most mobile devices, including the iPad and iPhone.
Ease of Use:
Stitch is easy to use, even for the uninitiated. The interface is clean, understated, and intuitive. Within a few minutes of signing up, I’d created several products, several customer contacts, and was generating sales orders with ease. For those who appreciate a little guidance, you’ll find tutorials on each page that go step-by-step through all the basic tasks.
The interface also features pop-up menus for both support and the knowledge base in the bottom right-hand corner. These did come in handy during the few times in my trial that I needed assistance. After typing my question into the help prompt, I got the information I needed right away.
Setting up integrations is also painless. Linking your different sales channels and add-ons to your Stitch account only takes a few moments. All you need to do is provide details for your 3rd party account and the application handles the rest.
Customer Service and Support:
Here’s all the pertinent information about their support department:
- Support Methods:
- Email: Available for all plans
- Live Chat: Available for Professional plans and above
- Phone: Available for Business plans and above. Note that there is no support phone line. You must email Stitch to schedule a call with a member of their team.
- Hours: Live support is available Monday to Friday from 9:00 a.m. to 5:00 p.m. Pacific Time.
- The Help Center: This section of their website has more than 150 articles in a variety of categories: Getting Started, New Features, FAQ, Integration, Inventory, Contacts, Orders, Expenses, and more. The page is well organized and the articles are very clear, with step-by-step instructions and helpful screenshots.
- Instructional Videos: The Help Center also includes detailed, onscreen demos that teach you how to use the system.
I think that overall, the customer service department is excellent. I sent in several questions via email, and the responses I received were both helpful and prompt. Ticket creation happened immediately, so I always had a case number to reference and never felt like I was getting lost in the shuffle. It also never took more than 24 hours to get a reply, even during the weekend.
When you create a chat request through the application, a pop-up window will update periodically, showing you your place in the queue along with the expected wait time. Note that if your Internet connection drops during the wait, you will lose your spot in the queue. This can get incredibly annoying if you have a spotty connection, so be warned. If you’re experiencing issues with Internet connectivity I’d recommend the email or phone route (assuming your plan includes phone support).
The wait time for chat on a Monday afternoon was about an hour. Once I was able to engage with an representative I found them to be helpful, thorough, and well spoken. I also learned that the support team is located in the same room as the developers, which I can tell you from experience, makes a big difference for both the agent and the customer.
Phone support is not included in the free trial, so I wasn’t able to experience that aspect of their customer service firsthand. Based on my conversations via chat and email, however, I would expect their phone agents to be every bit as good.
It’s obvious that the people running Stitch Labs care about their customers, and I don’t think it’s a coincidence that their support team is highly praised all over the web. I was impressed. The only downside is that the live team is only available during banking hours. If they can expand to 24 hour coverage in the future, they’ll truly have this aspect of their business nailed.
Let’s take a look at the main functions this application is designed for:
- Inventory Management: Stitch makes it easy to build product lines and variants quickly. You can upload photos and other files for each product family and variant, and the tags you can attach to each item make searching through your inventory way more efficient. Stitch also allows you to differentiate between a variety of standard and custom pricing tiers (retail, wholesale, distribution, etc.) for a product, in case you want different prices for different sales channels.
- Integration: The ability to integrate multiple sales channels and other add-ons is a great feature, one that becomes more and more critical as your business expands. You can import your orders from sites like Shopify, Amazon, and Etsy, and when an item sells on any of your sales channels, your inventory is automatically adjusted in Stitch. You can also create invoices, handle payments, and generate packing slips right from the Order page. In addition, integration with add-ons such as PayPal, Authorize.net, ShipStation, and QuickBooks make payments, shipping, and accounting much easier.
- Reports and Analytics: Stitch has the ability to consolidate data from all elements of your business to create reports and analytics on demand. I go into more detail about this function in the next section.
- Contacts: This feature allows you to efficiently manage your customers, suppliers, or anyone else you work with, and associate orders, expenses, and other relevant information with them. You can also attach files like purchase orders and resale licenses to each contact for future reference.
Stitch offers more than 30 different kinds of reports organized into 6 categories:
- Product Reports
- Contact Reports
- Purchase Order Reports
- Order Reports
- Forecast Reports
- Custom Reports (Professional plans and higher get one free custom report. Additional reports are available for a fee.)
When you create a report, you have three different time periods to choose from: a custom date range, a set of standard time periods (today, 14, days, 90 days, etc), or a fiscal year.
Before you generate it, Stitch also gives a helpful description of the information displayed in each report. Once it’s been created there’s also a link that expands to a glossary of relevant financial and business terms that are in use.
Integrations and Add-Ons:
- Amazon – Syncs products, orders, and customer info in Amazon Marketplace and Fulfillment by Amazon with your inventory in Stitch as well as with any other sales channels you have set up.
- BigCommerce – As with Amazon, you can import all your products, orders, and customer info from BigCommerce into Stitch. When you sell something on BigCommerce, it updates your inventory levels in Stitch as well as all your other integrated sales channels, and vice versa.
- eBay – Same thing as with Amazon and Big Commerce.
- Etsy – Same as above. Etsy customers get sent shipping and tracking info from Stitch.
- Magento – A popular eCommerce platform. Integration allows you to sync your orders, products, and customers with Stitch.
- Shopify – As with the above, all your orders, products, and customers on Shopify are synced automatically with Stitch and your other integrated channels.
- SparkPay – Stitch supports two-way integration with this payment portal. You can import products from SparkPay into Stitch and also push products from Stitch to SparkPay. All the sales and customer info gets captured right at the point of sale and sent to your Stitch account.
- Square – Accept credit card payments and sync all your inventory between Stitch and Square.
- Storenvy – As with the above sales channels, all the info from your Storenvy account gets automatically synced with Stitch, and your inventory is adjusted there and everywhere else as you make sales on any of your integrated channels.
- Vend – Vend is the top POS (point-of-sale) software for the iPad. Sales you make with Vend automatically adjust your inventory in Stitch and vice versa.
- WooCommerce – The long awaited integration for WooCommerce is now available. It works much the same as the above channels.
- Authorize.net – With the Authorize.net add-on you can accept payment through Stitch by creating and emailing PDF invoices to customers, who then pay them online.
- Google Drive – By using this add-on, you can share your data from Stitch directly into a spreadsheet stored in your Google Drive account.
- PayPal – As with Authorize.net, integration with PayPal lets you send PDF invoices to your customers along with a payment link.
- QuickBooks – With the Stitch Labs and QuickBooks Online add-on, you can export all your Stitch data into a single QuickBooks file.
- ShipStation – Stitch orders get automatically imported into ShipStation so you can ship them via UPS, USPS, and FedEx.
- ShippingEasy – Print labels for the USPS, FedEx, and UPS with this shipping integration.
- Stripe – This integration is another payment gateway, similar to PayPal and Authorize.net.
- Xero – Using this add-on allows you to export your financial data from Stitch into Xero’s accounting software.
Note that Add-ons don’t count toward your total number of integrated sales channels.
- Sears – If one of your sales channels is Sears, then in the near future you’ll be able to integrate with Stitch.
- Newegg – This is one of the leading online stores for electronics, and a popular sales channel for many companies.
- NuOrder – A B2B e-commerce platform.
- Lightspeed – A widely used POS app that will soon integrate with Stitch.
Negative Reviews and Complaints:
Stitch has been around several years, so as you’d expect, there are some bad reviews. The most common complaints I’ve seen are as follows:
- Poor functionality outside the US: If you are not an American company, I would strongly recommend reading this article from Stitch’s support base. There are numerous users who’ve complained about how Stitch performs outside the US, with its lack of currency conversion, and no native support for inclusive taxation.
- Xero integration: I’ve seen several poor reviews on the Xero community page, citing problems with COGS (Cost of Goods Sold) figures, lost invoices, and other data simply not making it over to Xero. As of right now COGS will only sync with Xero once a month, which isn’t frequent enough for many users who prefer their sales data to update in real time. According to Stitch’s support team, there are no plans to change this in the near future.
- Refunds from Sales Channels not posting to Stitch: Stitch does not automatically adjust for refunds made through sales channels. This requires the user to manually update both inventory and accounting records, which is cumbersome at best, and leaves a lot of room for errors to be made.
- System speed: Even a few of the favorable reviews I’ve found admit that the software runs slow occasionally.
Positive Reviews and Testimonials:
The majority of the reviews I’ve found for Stitch, dated in the last year, have been positive. Here are the recurring themes:
- Easy to Use: Many users have praised the software for being easy to learn, easy to use, and easy to integrate with their existing sales channels and shipping solutions.
- Great Customer Support: The general consensus is that Stitch’s support staff is friendly and helpful.
- Multiple Integrations: Numerous customers have expressed their appreciation for the variety of integrations that are available.
- Good Features: I’ve seen numerous posts lauding the invoicing system, the contact management features, and the very robust reporting tools.
Testimonials can be found on the company’s press page.
Stitch is SSL-encrypted right from the login page, so your data is protected.
Stitch is a very slick, very functional piece of software that is packed with great features. Simply put, it’s easy to use. That’s the biggest selling point for me. Combine that with a powerful suite of tools and you’ve got a great choice for small to medium-sized businesses. There is one caveat: I cannot recommend this software to companies based outside of the US. If you’re located overseas, I would check out TradeGecko, which is geared more towards international business.
If you’re an American company, however, I think Stitch is a sound investment in your infrastructure. It’s not the cheapest product on the market, and it has its flaws, but for the money I think you’ll be hard pressed to find a better alternative.
Check out the free 14-day trial here.