Pricing
Custom-quoted, built around your ticket volume.
Every eCommerce support operation is different. Each quote is built around your support volume, coverage hours, channels (email, chat, phone), tools (Zendesk, Gorgias, Help Scout, Shopify), SOP complexity, reporting needs, and escalation workflows — so you're not paying for capacity, coverage, or tooling you don't need.
Two engagement tracks
Coverage only, or a full operations partner?
Pricing depends on what you actually need. Some brands want trained agents covering the queue. Others want VFS to help design and run the support operation — SOPs, QA, reporting, escalations, and continuous improvement. Your quote reflects the track you choose.
Track 1
Support Coverage Track
Trained agents handling email, chat, phone, order questions, refunds, and daily ticket coverage inside your existing tools. Priced around agent count, channels, and coverage hours.
Track 2
CX Operations Partner Track
Everything in coverage plus SOP design, QA scorecards, escalation and approval workflows, refund/dispute and subscription workflows, supplier and 3PL follow-ups, reporting, and monthly ops reviews. Priced around scope of the operations work, not just seats.
Not sure which track fits? We'll help you decide on the discovery call.
Launch
For brands getting their first dedicated support agent.
Pricing
Custom quote
Based on volume & coverage
Best for
Under ~500 tickets / month
- 1 dedicated trained agent
- Email + live chat coverage
- Business-hours coverage
- Core SOPs (refunds, address changes, FAQs)
- Weekly report
Scale
For brands with growing ticket volume and multi-channel support.
Pricing
Custom quote
Based on volume & coverage
Best for
~500 – 2,500 tickets / month
- 2 dedicated trained agents
- Email, chat & phone coverage
- Full SOP build-out
- QA monitoring + AI-assisted macros
- Bi-weekly ops review
- Subscription & dispute workflows
Operate
For high-volume brands that need a full support pod.
Pricing
Custom quote
Based on volume & coverage
Best for
2,500+ tickets / month
- Pod of 3+ agents + team lead
- Up to 7-day coverage
- Full SOP library + governance
- Dispute & supplier ops desks
- Reporting dashboards
- Dedicated ops manager
Add-ons
Bolt on what you need.
Every package can be extended with specialist coverage as your operation grows.
Pricing FAQ
Why don't you list fixed monthly prices?
Support operations vary by ticket volume, channels, tooling, and coverage hours. We quote each engagement so you're not overpaying for capacity you don't need.
Is there a setup or onboarding fee?
Our onboarding covers a support audit and SOP build-out. The scope is reviewed up front and included in your custom quote.
What contract length do you require?
Most engagements start with a monthly retainer after onboarding. We keep the structure flexible so brands can start small and scale as support volume grows.
Can we start small and scale up?
Yes. Many brands start on Launch or Scale and grow into Operate as ticket volume and coverage needs expand.
Want more context on what each package includes? See how our support operations model works, or read our guides on Shopify customer support operations, building support SOPs, and QA and CSAT reporting. For access and data handling, see our security and governance page, or the tools we work inside. Comparing options? Managed support ops vs VAs, BPOs & in-house, or read how to outsource eCommerce customer service. UK brand? See our UK eCommerce support page.
Get a tailored quote within one business day.
Share your ticket volume, support channels, tools, and coverage needs. We'll review your setup and recommend the best support package.