Customer Support Outsourcing
Support for stores: WISMO, returns and reviews, handled
E-commerce support is 60% "where is my order", 20% returns, and 20% moments that decide whether the review is one star or five. We run all three, around the clock, inside your store stack.
Overview
E-commerce customer service outsourcing
We run store support end-to-end: order-status (WISMO) queries, returns and exchanges, cancellations, address changes, missing-item claims, marketplace messages (Amazon, eBay, Etsy) and review responses — inside Gorgias, Zendesk or your Shopify/WooCommerce admin.
D2C support has patterns generic desks miss: carrier-tracking chaos, COD confirmations, chargeback deadlines, marketplace SLA clocks. Our agents work these daily. Pair with live chat for pre-sales and the data desk for catalogue work.
At a glance
- Queues
- Email, chat, marketplace messages, social DMs, reviews
- Platforms
- Shopify, WooCommerce, Amazon, eBay, Etsy, Magento
- Helpdesks
- Gorgias, Zendesk, Freshdesk, Re:amaze
- SLAs
- Marketplace clocks respected (Amazon <24h)
- Peak cover
- Q4 surge staffing planned in September, not November
- Pricing
- Per agent or per resolved ticket
What you get
Built for accountability, not activity
- WISMO automation + human judgment: tracking lookups templated, edge cases (stuck parcels, partial shipments) escalated with carrier context.
- Returns that retain revenue: exchange-first scripting, store-credit offers where your policy allows, refunds processed same-shift when not.
- Marketplace message SLAs met — Amazon 24-hour clocks tracked per message, protecting your seller metrics.
- Review and rating responses in your voice, flagged to you when a reply could change a rating.
- Chargeback evidence packs assembled from order data when disputes hit.
How it starts
- Audit
- Two weeks of your ticket history classified: volumes, drivers, macros worth writing, policies missing.
- Pilot
- Agents live on WISMO + returns first (highest volume, clearest rules), then the full queue.
- Peak plan
- Q4/BFCM roster agreed by September with trained bench capacity.
- Review
- Weekly: CSAT, resolution time, refund-to-exchange ratio, marketplace SLA hits.
Pricing shape
How this service is priced
Exact rates live on the pricing page — published, because serious buyers filter on it.
- Per agent
- Dedicated store-trained agents, monthly. Default for 1,000+ tickets/month.
- Per ticket
- For seasonal stores — pay per resolved conversation.
- Peak pods
- Fixed-term Q4 teams, trained in October, live for BFCM.
Fit check
Built for some teams. Wrong for others.
Honest scoping saves both sides a month. This desk fits when:
- Shopify/WooCommerce brands at 500+ orders/month with WISMO eating their inbox
- Marketplace sellers whose Amazon metrics live and die on the 24-hour clock
- COD-market sellers bleeding margin to RTO and failed deliveries
Probably the wrong desk if: Marketplaces-only sellers under ~200 orders/month — templated self-serve usually suffices; Brands wanting agents to promise delivery dates carriers have not; Stores with no returns policy written down — policy first, desk second.
The Aadhya way
Store support has one deciding moment: the customer who arrives angry about a parcel and leaves having exchanged instead of refunded, reviewed four stars instead of one. Everything here — exchange-first scripts, carrier-context escalations, review responses — is engineered for that moment, at scale, on the weeks the courier network melts.
Questions buyers ask
Per-agent from ~$800/month for email/chat desks; per-ticket typically $0.80–$1.50 depending on complexity. Published detail on the pricing page — and the pilot quote is fixed before you commit.
Yes — staff accounts with limited permissions for order edits, refunds within a threshold you set, address changes and tracking. Larger refunds escalate to you by rule.
Inside Seller Central or your helpdesk integration, against Amazon’s 24-hour response clock, with templates that stay within Amazon’s communication policy. Your ODR and response metrics are the scorecard.
Usually, by changing the first offer: exchange-first scripts, instant store credit where policy allows, and photo-first triage on damage claims. The refund-to-exchange ratio is on your weekly report so the effect is visible, not vibes.
Yes — peak pods planned in September, trained on your store in October, live for BFCM through January returns season. Surge staffing booked in November costs more everywhere; plan early.
“Where is my order” — typically 50–70% of store tickets. It is templatable but not fully automatable: carriers lie, parcels stall, and the 20% of edge cases are where ratings are won.
Trustpilot, Google Reviews, Judge.me, Loox, Amazon reviews (within policy), and app-store reviews for app-led brands — in your voice, with escalation rules for anything that needs an offer.
Yes — outbound COD verification is a standard desk here and one of the cheapest RTO reducers a COD store can buy. It pairs naturally with our voice team.
Two weeks to a WISMO+returns pilot for most Shopify/Gorgias stores; add a week if we are also taking marketplaces. Q4 onboarding slots fill by early October.
A standing change-feed: your team drops updates (new SKUs, policy changes, promos) in a shared channel, our team lead folds them into the wiki and briefs the shift same-day, and the QA rubric samples for stale answers specifically. Catalogue churn is normal retail life, not an excuse for wrong answers.
Only where it helps the customer: exchange-to-upgrade offers, restock alerts, bundle suggestions on pre-sales chats. Hard-sell scripts burn CSAT and we will tell you so.
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Back Office Outsourcing
Order processing, catalogue updates, invoice matching, document handling — the work nobody tweets about and every business runs on.
Next step
Start with a pilot, not a contract.
Describe the queue, the list or the workload. You get a written pilot plan and a fixed quote within 48 hours — and the pilot itself proves us before you commit to anything longer.