Digital software marketplace

Sentware

No existing platform combined digital product sales, global VAT compliance, and real customer engagement in one place. So SENTQ built the platform they needed themselves.

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SENTWARE

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Outcome

One owned platform handles e-commerce, VAT compliance across jurisdictions, and post-sale customer engagement. Three separate tooling decisions, replaced.

Commerce & compliance

Product listings, checkout, license delivery, cart recovery
Global VAT via Stripe Managed Payments (Merchant of Record)
GDPR-compliant audit trail and branded transactional emails

CRM & migration

Unified customer CRM: tickets, reviews, feature requests, bug reports
Envato purchase-code claims and WHMCMS account import
Admin dashboard for products, orders, and customer management

Challenge

Three systems that no one had combined properly

SENTQ repeatedly hit the same wall with existing platforms: selling downloadable software products compliantly across global markets requires e-commerce, VAT handling, and a real post-sale customer experience, and no single tool covered all three. Stitching them together with integrations created operational overhead that scaled badly; each new market or product added more maintenance surface. The decision was to stop working around the problem and build the right platform from scratch.

Global VAT on digital products is a legal obligation, but most e-commerce and billing platforms handle it poorly or not at all
Customer post-sale engagement (support tickets, reviews, feature requests, bug reports) was split across tools with no shared order or account context
Existing customers on Envato and WHMCMS needed a migration path that didn't require manual support intervention per account

Platform

What SENTQ built from scratch

Commerce

Product listings with license file delivery
Checkout with abandoned cart recovery
Branded transactional emails for every order event
GDPR-compliant data handling and audit trail

Tax compliance

Stripe Managed Payments integration (Merchant of Record)
Stripe collects and remits VAT globally, with no per-jurisdiction filing by SENTQ
Tax-inclusive pricing display by customer location

Customer CRM

Support tickets linked to order and account history
Product reviews, feature requests, and bug reports in one interface
Unified customer identity across all post-sale interactions

Migration

Envato buyers: purchase-code verification and self-serve access claim
WHMCMS accounts: email-based import with idempotent access grants
Full admin dashboard for product, order, and customer management

Constraints

VAT compliance required the Merchant of Record model from day one; retrofitting tax logic into an existing checkout fails under audit
The customer engagement layer had to share order context with every other area of the platform; a bolted-on ticketing tool wouldn't work
The Envato and WHMCMS migration had to be fully self-serve at scale; each manual account claim is a support burden that compounds

Strategy

Chose Stripe Managed Payments (MoR): Stripe collects and remits VAT globally, removing per-jurisdiction tax registration from SENTQ's obligations entirely
Built the post-sale customer area with shared account identity: every ticket, review, request, and bug report links to the same user and their order history
Designed per-channel claim flows: Envato buyers verify via purchase code, WHMCMS via account email, both with idempotent access grants that handle retried claims gracefully

Outcomes

Global VAT handled across all active markets: zero per-transaction manual tax filings
All Envato and WHMCMS legacy customers migrated to self-serve access: support team not required for any verified claim
Three separate systems replaced by a single owned platform with no third-party CRM, no external ticketing tool, and no bolt-on tax service
Abandoned cart recovery, GDPR audit trail, and branded transactional emails built as first-class owned features

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