What an outsourced ecommerce support team handles
Most ecommerce contacts fall into a few types, and the right answer to each one sits in your order system, your return policy or your product catalog. A team that knows where to look can close those contacts on its own and send you only the ones that need a decision.
Where is my order. Tracking questions are often the largest group in a store's inbox. Team members look up the order, read the carrier tracking, explain a delay in plain words, and open a carrier trace or a reshipment request when your policy allows it.
Order changes and cancellations. Address corrections, item swaps and cancellations caught before the order ships, made in your store platform and passed to your warehouse or fulfillment partner the way you set up.
Returns and exchanges. Checking the request against your return window, sending the return label, following the parcel back to the warehouse, then issuing the refund, exchange or store credit within the limits you approve. Exceptions go to your staff with the order history attached.
Product questions. Sizing, compatibility, specifications, stock and back-order dates, answered from your catalog and your saved replies. When a listing is missing a detail customers keep asking about, the team flags it. Our e-commerce product entry team can make the listing fix as well.
Reviews and feedback. Replies to product and store reviews in your brand voice. A customer who leaves an unhappy review is invited into a support ticket, where the problem can be worked out.
Chargeback paperwork. When a customer disputes a charge, the team gathers the order record, tracking, delivery confirmation and the customer conversation into one file for your staff. The decision to contest, and the submission itself, stay with you.
Amazon, Shopify and marketplace messages
Selling on several channels means several inboxes, each with its own rules. The team works in each one through user accounts you grant, on platforms such as Shopify, Amazon Seller Central, Zendesk and Gorgias, along with the marketplace and helpdesk tools you already run.
Marketplace messages come with response windows that the marketplace sets and tracks. Team members learn each channel's messaging rules before they go live on it, and shifts are planned around those windows. Your saved replies and tone guide carry across every channel, adjusted to what each marketplace allows a seller message to contain.
Email, chat and phone for your store
The same team can cover email and helpdesk tickets, live chat on your storefront and inbound calls: one channel or all of them. Our chat and email support page goes deeper on written channels, and our customer support outsourcing page covers phone and multichannel queues across industries.
Hours are set around your customers. Team members can work US business hours, or the account can run across multiple shifts so evening and weekend messages are worked when your customers send them.
Ecommerce volume follows the calendar. Holiday sales, promotions and product launches all push the inbox up. Team members can be added and trained ahead of a known peak, under the same team lead, so the people who learned your store in the quiet months help the new ones settle in.
Between contacts, the team can carry order-related back-office work too: order entry, inventory updates and record cleanup. See data entry outsourcing.
How ecommerce customer service outsourcing works with us
You keep the store, the policies and the customer relationship. We supply the people and run the employer side.
- Dedicated team members. Full-time employees of Staff Outsourcing Solutions, on-site in our Cebu Business Park office and assigned only to your store.
- Your pick. We send candidate profiles and set up interviews. You choose who joins.
- Your systems, your limits. The team uses accounts you create and can remove at any time. Refunds, credits and replacements stay within the limits you set.
- Screened before you meet them. Skills tests, an English assessment, a check of their customer service history and background verification. The steps are on our thorough employee vetting page.
- Trained on your store. Products, shipping and return policies, macros, escalation rules and the voice your customers expect.
- Managed on the floor. A team lead on the same shift reviews tickets, coaches the team and reports against the targets you choose.
- Protected. Every account runs under NDA agreements, with secure devices, access controls and confidentiality obligations.
- Employer duties handled. Payroll, benefits, HR and performance management, DOLE-compliant in the Philippines.
What does ecommerce customer service outsourcing cost?
A dedicated ecommerce support team member starts from $1,500 a month. That rate covers salary, benefits, workstation, facility, supervision and HR. There is no charge per ticket or per order, so a busy promotion week does not change the bill.
The savings math is easy to check. A managed team member in Cebu costs about a quarter of what a comparable US hire costs fully loaded, and with a team lead on the floor gets about twice the work done. That is what we mean by twice as productive at a quarter of the cost. Counting the salary line alone, clients typically save 53 to 70 percent.
Why online sellers choose Staff Outsourcing Solutions
Ecommerce is home ground for us. The same Cebu team supports our own companies, HiFi Sound Connection (2001) and eComia (2011), so order questions, returns and marketplace inboxes are daily work for this team. More on that side of our work is on our e-commerce and retail industry page.
We have built dedicated teams for US companies since 2010, 15 years from one facility in Cebu Business Park. Staff Outsourcing Solutions is SEC-registered and DOLE-compliant in the Philippines and has a US office in Nixa, Missouri. With thousands of employees and a 1,000-seat capacity across a multi-shift, multi-floor operation, there is room for your team to grow with your order volume.
From a public Clutch review: "I can now grow the company without worrying if the customers are being cared for." Owner, an apparel retailer (client since 2024).
7F MDCT Building, Leyte Loop, Cebu Business Park, Cebu City, 6000 Philippines. US: 1738 N Gregory Drive, Nixa, MO 65714. 1-888-356-8024.
Our 3-step process
We help businesses find the right talent to strengthen operations, connecting you with skilled professionals aligned with your goals to drive efficiency and growth.
Consultation
We analyze your needs, challenges and objectives.
Tailored Solution
We design a customized plan that aligns with your goals.
Ongoing Support
Our team provides continuous assistance and optimizations to ensure efficiency.
Frequently asked questions
Handing your store's customer contacts to an outside team: order questions, returns, product questions, reviews and marketplace messages. With us, that team is dedicated to your store, works in your platforms and follows your policies, with a team lead on the same shift.
From $1,500 a month per dedicated team member, covering salary, benefits, workstation, facility, supervision and HR. Clients typically save 53 to 70 percent on the salary line against a comparable US hire.
Where-is-my-order questions, order changes and cancellations, returns and exchanges, product questions, review replies, marketplace messages and chargeback paperwork for your staff to review. Order entry and inventory updates can fill the time between contacts.
Yes. Team members work in Amazon Seller Central and other marketplace inboxes through accounts you grant, follow each marketplace's messaging rules, and work shifts planned around the response windows the marketplace sets.
Yours, such as Shopify, Amazon Seller Central, Zendesk and Gorgias. Tell us your store platform, helpdesk and marketplaces during scoping and we hire and train for them.
Tell us the dates of your sales and launches. Team members can be added and trained ahead of the peak under the same team lead, and the account can run across more shifts while volume is high.
Within the limits you set. Refunds, credits and replacements are made in your own platform with the permissions you grant, and anything above those limits goes to your staff.
Book a short call about your channels, your volume and your hours. We send candidate profiles, you interview and choose, and we handle onboarding and training before the team goes live.
Ready to hand off your store's inbox?
Tell us your platforms, your channels and your busiest weeks, and we will show you what a dedicated ecommerce support team looks like and what it costs.
Or call 1-888-356-8024.
Our solutions are tailored to meet the needs of diverse industries, including:
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