eCommerce Customer Support Pricing for Shopify and DTC Brands
VFS eCommerce customer support pricing starts at $10 USD per hour. Shared-agent plans start at $400 USD per month. Dedicated support is $1,600 USD per month.
Choose the support time that fits your current queue. You can start small. Move to a larger setup when the work becomes steady.
All prices below are in USD.
Pricing at a glance
Hourly Support — $10/hour
Minimum: 10 hours per week.
Use hourly support when you want a small starting point. It can also fit a support load that still changes. You pay for the approved hours set for your account.
Side-Hustler Pack — $400/month
40 support hours per month.
This is a shared-agent plan. It fits stores that need regular help. The agent does not work only on one account.
Growth Pack — $800/month
80 support hours per month.
This is also a shared-agent plan. It gives you more support time each month. It can fit a queue that needs steady coverage.
Dedicated Expert Pack — $1,600/month
160 support hours per month.
This is a dedicated-agent plan. Your agent works only on your account during the plan's support hours.
Monthly plans are billed upfront.
What the plan price is buying
The plan sets how much support time your account gets. Before work starts, we agree on how to use those hours.
The scope may cover email, live chat, or phone. It may also cover orders, refunds, subscriptions, shipping questions, and other approved support work.
The exact mix depends on your service and approved rules.
Shared agent or dedicated agent?
The main difference is how the agent's working time is assigned.
Shared agent
A shared agent works the hours set for your account. The agent may support other VFS clients at other times.
This model can fit a store that needs steady help but not a full-time person.
The Side-Hustler Pack and Growth Pack use the shared-agent model.
Dedicated agent
A dedicated agent works only on your account during the agreed support schedule.
This model can fit a queue that needs a full monthly block of support time. It also gives the agent more day-to-day familiarity with your store.
The Dedicated Expert Pack uses this model.
What to check before choosing a plan
The lowest price is not always the best fit. The largest plan may not be needed.
Look at the work your team already has before you choose.
Current ticket volume
Bring a rough count of the customer messages your team handles now. A recent month is better than a guess based only on orders.
Support channels
Email, live chat, and phone need different cover. List the channels you want VFS to handle. Also list the hours that matter most.
Ticket types
Simple order questions may take less time than disputes or hard refunds. Subscription and supplier cases can take more work. The mix affects how far your hours can go.
Coverage windows
Decide if you need business hours, weekend cover, or a wider schedule. We use those needs to help pick the plan.
Rules and access
Agents need clear limits for refunds, order edits, and other key tasks. They also need clear handoff rules. If those rules are not ready, review onboarding first.
What stays the same across VFS plans
A smaller plan still needs clear support rules.
VFS agents use the scope, access, and handoff rules you approve. The process shows what an agent can handle. It also shows what still needs your team.
QA and reports should match the work being done. If your helpdesk uses CSAT surveys, that data can be part of the review.
How VFS pricing differs from other billing models
Support firms use several billing methods. Some charge by hour or agent. Others charge by ticket, by closed case, or use a custom quote.
VFS uses support hours for its published plans.
Hourly Support is $10 USD per support hour. It has a 10-hour weekly minimum. The three monthly plans provide fixed blocks of support time.
VFS does not publish a per-ticket or per-resolution price.
This lets you compare the human support time in each option.
For a broader market view, read How Much Does It Cost to Outsource Shopify Customer Service?.
When to move to a different plan
Your first plan does not have to be permanent.
Hourly Support can fit while you learn how much work to hand off. A shared plan can fit when you want a set monthly block. A dedicated plan can fit when you need 160 hours.
If your needs change, review the amount of cover again. The goal is to pay for support time you can use.
Common questions about VFS pricing
Are all VFS prices in USD?
Yes. The prices shown on this page are in US dollars.
What is the minimum for hourly support?
Hourly Support is $10 USD per hour with a minimum of 10 hours per week.
What is the difference between a shared agent and a dedicated agent?
A shared agent works the hours set for your account. The agent may support other VFS clients at other times. A dedicated agent works only on your account during the plan's support hours.
Are monthly plans billed upfront?
Yes. The Side-Hustler Pack, Growth Pack, and Dedicated Expert Pack are billed monthly upfront.
Can I move from hourly support to a monthly plan?
Yes. You can start hourly. Move to a monthly plan when you want a regular block of support hours.
Does VFS charge per ticket?
No. The published VFS pricing on this page is based on support hours, not the number of tickets handled.
What happens if I need more or fewer support hours?
We can review your hours and choose a different plan when your needs change.
Is there a long-term contract?
No. Monthly retainers run month to month. There is no long-term lock-in contract.
Choose the smallest plan that covers the work
You do not need the largest plan to start outsourcing support.
On a discovery call, we review your volume, channels, hours, and main ticket types. Then we can suggest a plan for the work you want to hand off.