Notes from the support desk

Field notes · Sep 29, 2026 · 6 min read The delivery question is 41% of your inbox We read 212 brands’ support inboxes before we wrote a line of code. One question outnumbered every other, and almost nobody answers it well. Noelle Saari Co-founder and CEO Read the post

Earlier posts

Product · Sep 15, 2026 Reading a damage claim from three photos A white ring on an oak table is a finish claim. A crack along the grain is a structural one. How Porchlight tells them apart, and where it stops trying. 7 min read Guides · Aug 31, 2026 What your warranty actually says about pilling Most brands’ warranty pages were written by a lawyer and read by nobody. Porchlight answers from them clause by clause, so we read sixty of them. Here is what we found. 5 min read Field notes · Aug 17, 2026 Two missing bolts, answered in under a minute Parts requests are small, frequent and oddly emotional: someone is sleeping on a mattress on the floor tonight. How we set Porchlight up to ship hardware without a person. 5 min read Field notes · Jul 27, 2026 Your best agent should never type a tracking number I ran support at a sofa company for nine years. The work that mattered was never the work that filled the day. On drawing the line between what a person handles and what they do not. 6 min read Product · Jul 6, 2026 What white-glove carriers actually send us Parcel tracking is a solved problem. Freight is not. A look inside the scan feeds of the eleven carriers Porchlight reads, and why a two-hour window is harder than it sounds. 5 min read