Online store team working with an outsourced customer service partner

Magellan Solutions provides retail and eCommerce BPO services for online stores, direct-to-consumer brands, marketplace sellers and multichannel retailers. We answer your customers by phone, email and chat, make the outbound calls that bring buyers back, staff dedicated virtual assistants, and keep your product catalog accurate. All of it works inside the store platform and helpdesk you already use.

Retail & eCommerce BPO Services

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1-800-371-6224

At a Glance

Best For Online stores, direct-to-consumer brands, Shopify merchants, Amazon and marketplace sellers, and multichannel retailers
Core Support eCommerce customer service, returns and refunds, live chat, retail telemarketing, virtual assistants, product data entry, eCommerce marketing
Engagement A managed service from a shared, trained team, or a dedicated full-time seat who works only on your account
Channels Phone, email, live chat and helpdesk tickets
Delivery 24/7 coverage for customer service and live chat; dedicated seats scheduled to your business hours or extended shifts

Online Sales Are Won on Fast Answers — and Lost in the Backlog

A shopper who can't find out where an order is files a dispute with their bank or leaves a one-star review. A question in chat at 11 p.m. that nobody answers is a sale that goes to another tab. Meanwhile new products need listing, prices need updating and return requests need answering. When the people who run the store also work every ticket, the work that grows the business gets whatever time is left, and by November there is none left. Magellan Solutions takes on the customer contacts, outreach and catalog work so your team can run the store.

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Our Retail & eCommerce BPO Services

Every service below is staffed and trained for retail and eCommerce, and works in your systems. Some are managed services delivered by a shared team. Others are a dedicated person who works only for you.

Managed Services

eCommerce Customer Service Outsourcing

A shared, trained team answers customers by phone, email and helpdesk ticket: order status and delivery questions, order changes, payment problems, returns and refunds. Includes dedicated support for Shopify stores and Amazon sellers.

Live Chat for eCommerce

Trained chat agents answer shoppers on your store and product pages: sizing, stock and delivery questions before checkout, and order questions after it, with anything complex passed to your team

Dedicated Seats

eCommerce Virtual Assistant

A full-time assistant for the work behind the store: product uploads, order and inbox triage, supplier and marketplace coordination, and the daily admin nobody gets to, trained on your platform and your way of working.

Back Office and Marketing

eCommerce Data Entry

Product data entry and bulk catalog uploads, attributes and descriptions, price and SKU updates, and marketplace listing data, checked so your catalog and inventory records match what you actually sell.

eCommerce Marketing Services

Content, SEO and social media for online stores: blog posts and buying guides, category and product-page optimization, social media management and email campaigns, from our digital marketing team.

Outbound

Retail Telemarketing

Telemarketing and telesales campaigns that bring past customers back and open new accounts: upsell and cross-sell offers, win-back calls to lapsed buyers, and outreach to wholesale and B2B prospects.

Why Retailers and Online Stores Outsource

Most retailers don't outsource to cut corners. They outsource because tickets, follow-up and catalog work grow faster than headcount, and every hour the team spends on them is an hour not spent on the business.

Lower cost per seat

Philippine delivery typically runs 40–60% below the cost of an onshore hire once salary, benefits, recruitment and training are counted.

Room for peak season

A managed team can add agents ahead of Black Friday and the January returns rush without you hiring for the whole year. Plan it at least six weeks before your peak starts.

Every channel answered

Calls, emails, chats and tickets are answered when they come in, including evenings and weekends, so a customer is not waiting for your office to open.

Coverage that matches your model

Use a managed team when you need coverage that flexes with the season, or a dedicated seat when you want one person who learns your business. You can combine both.

Compliance and Data Security, Built In

We know that outsourcing retail and eCommerce support means trusting someone else with customer and order data, and that trust is only worth extending to a partner who can show its safeguards. Magellan Solutions operates under certified security standards, documented confidentiality policies, and business continuity planning that keep protected customer information secure.

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Certified Standards

Magellan holds ISO 27001 and PCI-DSS certifications — the recognized benchmarks for information security, payment data, and protected customer information. See our certifications.

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Controlled Data Access

Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, while physical data-entry points are disabled to help prevent unauthorized information transfer.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment—subject to Philippine law and prosecutable for breaches. Access to your data is limited to the team working on your account.

Continuity You Can Count On icon
Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so customer support doesn't stop when circumstances change.

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    Who We Support

    Online Stores & DTC Brands

    Shopify Merchants

    Amazon & Marketplace Sellers

    Subscription Brands

    Multichannel Retailers

    B2B & Wholesale eCommerce

    Consumer Electronics Brands

    Don't see your business type? Our retail and eCommerce workflows can be customized around your store platform, helpdesk, order and returns policies, product catalog, quality controls, and peak-season calendar.

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    What is retail and eCommerce BPO?
    Retail and eCommerce business process outsourcing is hiring a specialist provider to handle customer service, outbound calls, administrative work and product data for an online store or retailer. This frees your own team to run the business.
    Which retail and eCommerce tasks can we outsource to Magellan?
    Customer service by phone, email and helpdesk ticket, including order status, returns and refunds; live chat on your store; telemarketing and telesales to past customers and wholesale prospects; dedicated virtual assistants; product data entry and catalog updates; and content, SEO and social media marketing.
    Do you handle order fulfillment, warehousing or inventory management?
    No. We don't store, pick, pack or ship products, and we don't manage stock levels or reorders. We handle the customer conversations about orders, deliveries and returns, and we keep your product and inventory records accurate in your systems. Your warehouse or 3PL keeps the physical side.
    Can your team work in Shopify, Amazon Seller Central and our helpdesk?
    Yes. Our teams work inside the store platform, marketplace accounts and helpdesk you already use, including Shopify, Amazon Seller Central, Gorgias and Zendesk, so your data stays in one place and nothing changes for your customers.
    Is our customer and payment data secure?
    Yes. Magellan holds ISO 27001 and PCI-DSS certifications. Data access is limited to the team on your account, workstations are access-controlled, and every employee signs an enforceable confidentiality agreement before assignment.
    Can you cover Black Friday and the holiday peak?
    Customer service and live chat run 24/7 and are staffed from a shared team, so capacity can rise ahead of your peak and come back down after the returns season. Dedicated assistants are scheduled to the hours you choose; to add capacity there, you add a seat. Talk to us at least six weeks before your peak starts.
    What's the difference between outsourced customer service and an eCommerce virtual assistant?
    Customer service is a managed service. A shared, trained team answers your customers across phone, email, chat and tickets. A virtual assistant is one dedicated person who works only on your account on the work behind the store, such as product uploads, supplier coordination and admin. Choose customer service for coverage, and the assistant for capacity.
    How quickly can we launch?
    Most programs launch in four to six weeks, covering requirements, recruitment, training and a supervised incubation period before go-live.

    We'd be happy to walk you through your options.

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      You can also reach us here:

       

      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724