Services
Your Shopify and eCommerce Customer Support Operations Partner.
We run the full customer support operation for Shopify and DTC brands — not just staffing. That means trained agents working inside Zendesk, Gorgias, Front, or Help Scout, backed by documented SOPs, refund and dispute workflows, subscription save flows, supplier and 3PL follow-ups, and QA and reporting on every ticket category.
See the full support operations model, the tools we work inside, or read about access and governance. Based in the UK? See our UK eCommerce support page. Not sure if you're ready? Run the readiness checklist.
How we engage
Coverage When You Need It. Operations When You're Ready.
Not every brand needs the same thing from a support partner. Some need trained agents on the queue. Others need VFS to help design and run the support operation. We support both — and we'll help you choose during the discovery call.
Agent coverage
Support Coverage Track
Trained agents handle email, chat, phone, order questions, refunds, and day-to-day tickets inside your existing helpdesk. You keep control of policy and SOPs; we provide reliable hands and weekly reporting on volume and response time.
Managed support operations
CX Operations Partner Track
We help design and run the support function — SOPs, macros, QA scorecards, escalation workflows, refund/dispute and subscription workflows, supplier and 3PL follow-ups, reporting, and monthly ops reviews — on top of agent coverage.
See a deeper comparison in Managed support operations vs VAs, BPOs & in-house.
Service landing pages
Explore by support model
Dedicated pages for the four engagements brands most often ask about.
eCommerce Customer Service Outsourcing
Outsource eCommerce customer service to a managed support operations partner — trained agents, SOPs, refund and dispute workflows, QA, and reporting inside your existing helpdesk.
Learn moreShopify Customer Support Outsourcing
Shopify customer support outsourcing for DTC brands — agents trained on Shopify, Gorgias, Zendesk, and Recharge with refund, dispute, and subscription workflows built in.
Learn moreeCommerce Call Center Outsourcing
Outsourced ecommerce phone support — peak coverage, overflow, and escalation handling for Shopify and DTC brands as part of a managed customer support operations partner model.
Learn moreeCommerce Live Chat Outsourcing
Outsource live chat with brand voice customer support — eCommerce chat support inside Gorgias, Zendesk, and Help Scout, with macros, escalation workflows, and QA built in.
Learn moreEmail & Live Chat
On-brand replies across Zendesk, Gorgias, Front, and Help Scout — with SOPs for every common ticket type.
- Brand-voice training
- Macro & template library
- Tagged for reporting
Phone Support
Trained agents handling order, billing, and product calls during your peak hours.
- Inbound queues
- After-hours overflow
- Call disposition tracking
Refunds & Returns
Policy-driven refunds processed in Shopify with clean documentation and trend reporting.
- Refund policy SOP
- Return label workflows
- Refund-rate monitoring
Payment Disputes & Chargebacks
Evidence-packaged dispute responses with order timelines, tracking, and policy attachments.
- Stripe / Shopify Payments
- Win-rate reporting
- Pre-dispute prevention
Subscription Management
Cancellations, swaps, pauses, and save-desk flows for Recharge, Skio, and Stay AI.
- Save-desk scripts
- Pause & swap flows
- Churn category tagging
Supplier & 3PL Follow-ups
Tracking issues, lost packages, and supplier chases — owned end-to-end until resolved.
- 3PL escalation paths
- Carrier claims
- Resolution SLAs
Order & Address Changes
Real-time order edits, address corrections, and charge descriptor questions handled cleanly.
- Shopify order edits
- Address validation
- Charge descriptor scripts
QA, Reporting & Ops Reviews
Weekly QA scorecards, CSAT, response time, and ticket trends — reviewed in monthly ops sessions.
- Per-agent QA
- Category trend reports
- Monthly ops review
We work inside your existing stack.
No rip-and-replace. Our agents operate inside your existing tools and follow your policies, with SOPs versioned to match.
Related resources
All resourcesWant a walkthrough of how this fits your brand?
We'll review your tooling, ticket categories, and current SLAs — and show you what an operationalized version of your support looks like.