Industries / E-commerce and Retail
The queue doesn't stop at 6pm. Neither do we.
Order questions, returns, marketplace messages and listing changes, handled every day your store is open. You choose the hours we cover, including evenings and weekends. Plus the bookkeeping and the storefront work that comes with running one.
Where the time goes when you're doing it yourself.
An illustrative day for a brand doing 300 to 500 orders a day. The mix shifts by category, but the shape is the same everywhere: most volume is routine and answerable from a procedure.
Illustrative distribution, not a client's data.
Front of store, back of store.
Most brands start with the support queue, then add the back-office work once they've seen how the reporting works.
Customer-facing
- Live chat and email during store hours
- Marketplace messages within the platform's response window
- Returns, exchanges and refunds to your policy
- Order changes and address fixes before dispatch
- Review responses and social DMs, if you want them handled
Behind the scenes
- Order exceptions: failed payments, stuck fulfilment, split shipments
- Listing creation, bulk edits and catalog cleanup
- Chargeback evidence packs
- Daily payout reconciliation across Shopify, Amazon and Stripe
- Monthly bookkeeping with channel-level margins
- Doing 100+ orders a day, or heading there
- Selling on your own store plus at least one marketplace
- The founder or one ops person is still answering tickets
- You have written policies, or are willing to write them with us
- Under 20 orders a day; a part-time hire is cheaper
- Policies change weekly and nobody writes them down
- You need someone physically handling stock
Questions
Do you work inside Shopify and Amazon Seller Central?
Yes. Shopify, Amazon, Walmart Marketplace, eBay and Etsy are daily tools for our e-commerce teams, along with Gorgias, Zendesk and Klaviyo. We're added as staff users on your accounts.
Can you handle peak season?
With notice, yes. Tell us your expected volume for Q4 by early October and we'll have extra trained seats on your account for the weeks you need them, then scale back in January.
What about returns fraud and chargebacks?
We follow your policy exactly and escalate anything outside it. For chargebacks we assemble the evidence pack (order, tracking, communication) and submit it through your processor within the deadline.
Can you also do our product listings and images?
Listing creation and updates, bulk edits, copy and basic image editing are part of back-office work. Full product photography isn't.