Squad International logo

E-commerce Customer Support

Support teams for online retail — pre-sale questions, order and delivery enquiries, returns and refunds — working inside your storefront and helpdesk across the hours your customers actually shop.

Chat With Us

Faster first response on order and delivery enquiries

Returns and refunds handled to policy, consistently

Peak-season capacity without hiring locally

What the team handles

  • Pre-sale and product enquiries
  • Order status and delivery chasing
  • Returns, refunds and exchanges
  • Marketplace buyer messaging
  • Listing and catalogue support
  • Chargeback and dispute documentation

Tools we work in

The team works inside your stack, not a portal of ours. These are the platforms this service is most often delivered on — if yours is not listed, we train on it.

  • Shopify and Shopify Inbox
  • Amazon Seller Central
  • Gorgias and Zendesk
  • Re:amaze and Help Scout
  • ShipStation and AfterShip
  • Klaviyo and your CRM

How we deliver it

  1. 1

    Coverage modelling

    Order volumes, peak periods and channels define headcount and shifts.

  2. 2

    Product & policy training

    Agents learn your catalogue, returns policy and tone of voice.

  3. 3

    Pilot with QA

    A supervised ramp with daily scorecards through a first peak.

  4. 4

    Steady state

    SLA reporting, macro upkeep and continuous coaching.

Next step

Let's scope your e-commerce customer support team

Book a 30-minute discovery call, or message us on WhatsApp — we reply the same working day.

Chat With Us