Customer service agent answering an online shopper's order question

Shoppers want to know where their order is, how to return it and why their payment failed, and they want the answer today. Magellan Solutions' eCommerce customer service outsourcing gives your store a shared, trained support team that answers by phone, email and helpdesk ticket, 24 hours a day, in your brand's voice. We work inside your store platform and helpdesk, follow your policies, and pass anything outside them to your team.

eCommerce Customer Service Outsourcing

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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, subscription brands and multichannel retailers
Core Support Order status and delivery questions, order changes and cancellations, returns, exchanges and refunds, payment and checkout problems, product questions, helpdesk ticket management
Engagement A managed service delivered by a shared, trained customer service team
Channels Phone, email and helpdesk tickets
Coverage 24/7, extended hours, weekends and holidays, or overflow and peak-season support alongside your own team
Delivery Philippines-based support agents working in your store platform and helpdesk, following your policies, macros and escalation rules
Part of our retail and eCommerce BPO services.

What Happens When Customers Can't Get an Answer

Most eCommerce support comes down to a handful of questions: where is my order, can I change it, how do I return it, and why didn't my payment go through. Each one is simple. Together they fill an inbox faster than a small team can clear it. When a shopper waits a day for a reply about a late parcel, they don't wait quietly. They email again, call, open a dispute with their bank, or leave a review that the next shopper reads. Meanwhile the people who run the store spend their mornings answering the same questions instead of buying stock, launching products and running campaigns. Magellan Solutions takes the queue off your hands. Our team answers each customer in your voice, checks the order in your systems, fixes what your policies allow and sends the rest to the right person on your team.

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The Holiday Peak, and the Returns That Follow

Ticket volume doesn't rise evenly. It jumps from Black Friday through Cyber Monday, stays high through December's delivery cut-offs, and comes back in January when the gifts get returned. Hiring and training seasonal staff for those weeks is slow and expensive, and an untrained temp often creates more tickets than they close. A managed team can add trained agents ahead of your peak and scale back after the returns season, without you hiring for the whole year. Plan it at least six weeks before your peak starts.

How Our eCommerce Customer Service Works

Our agents learn your products, policies and order system before they take a single ticket, so every reply sounds like it came from your own support team.

Order Status & Delivery Questions

Check the order and the carrier tracking, tell the customer where their parcel is, and chase late, lost or damaged deliveries with your carrier or 3PL.

Order Changes & Cancellations

Update addresses, sizes and quantities before an order ships, cancel within your cut-off rules, and flag anything already in the warehouse to your team.

Returns, Exchanges & Refunds

Handle return requests, issue RMA numbers and labels, offer exchanges or store credit, and process refunds within the limits you set.

Payment & Checkout Problems

Help customers through failed payments, declined cards, discount codes that won't apply and checkout errors, and log patterns your team should fix.

Product & Pre-Sale Questions

Answer sizing, compatibility, stock and delivery-time questions by phone and email, so shoppers who are ready to buy aren't left waiting.

Helpdesk Ticket Management & Escalation

Tag, prioritize and resolve tickets to your service levels, use your macros, and escalate complaints, fraud flags and VIP customers to your team with full notes.
Our customer service team is shared and works your phones, email and helpdesk. For chat on your store, see live chat for eCommerce. If you want one dedicated person for the admin behind the store, see our eCommerce virtual assistant. To win back lapsed customers with outbound calls, see retail telemarketing. All three are part of our retail and eCommerce BPO services.

Works Inside the Systems You Already Use

Your team keeps its store platform, helpdesk and processes. Our agents log into the tools you already use, so every reply, refund and note sits in the same place as the rest of your customer history.

 

We follow your policies, macros and escalation rules from day one, and your team can see every ticket we touch. Nothing changes for your customers except faster answers.

Store Platform

Orders looked up, edited, cancelled and refunded within the permissions you give us

Marketplace Accounts

Buyer messages and order questions answered inside Amazon Seller Central

Helpdesk

Tickets tagged, answered and escalated in Gorgias or Zendesk, using your macros

Carrier & 3PL Tracking

Delivery status checked in your carrier and 3PL portals before every reply

Why Online Stores Outsource Customer Service

Most stores don't outsource support to cut corners. They outsource because tickets grow faster than headcount, and every hour the team spends answering them is an hour not spent on the business.

Lower Cost Than Hiring In-House

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

Faster First Replies

Tickets, emails and calls are answered as they come in, including nights and weekends, so a customer isn't waiting for your office to open.

Room for Peak Season

Add trained agents ahead of Black Friday and the January returns rush, then scale back, without hiring for the whole year.

Round-the-Clock Coverage

Stay reachable 24 hours a day, 7 days a week, including holidays, wherever your customers are shopping from.

Trained on Your Policies

Agents learn your products, return rules and refund limits, and escalate anything outside them instead of guessing.

Your Team Back on the Business

Repetitive order questions move off your team's desks, and the hours go back to buying, product launches and marketing.

Compliance and Data Security, Built In

Customer service for an online store means handling names, addresses, order histories and payment issues every day. Magellan Solutions uses certified security standards, restricted system access and enforceable confidentiality to keep your customers' information secure.

Certified Standards icon
Certified Standards

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

Controlled Data Access icon
Controlled Data Access

Access to your store admin, marketplace accounts and helpdesk is limited to the agents assigned to your account, with the permissions you choose.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment, enforceable under Philippine law. Your customer and order data stays with 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 backup site outside a 10-mile radius, and power-blackout protection keep your support running when circumstances change.

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    Who We Support

    Online Stores & DTC Brands

    Order, delivery and returns questions answered in your brand's voice, so your team can focus on product and growth.

    Shopify Merchants

    Orders edited, cancelled and refunded inside your Shopify admin, with tickets worked in the helpdesk app you already use. See our Shopify customer service.

    Amazon & Marketplace Sellers

    Buyer messages answered inside Seller Central within Amazon's response times, with order and return questions resolved to your policies. See our Amazon seller customer support.

    Subscription Brands

    Skips, swaps, pauses, billing questions and cancellation requests handled to your retention rules.

    Multichannel Retailers

    One team answering for your website, marketplaces and phone line, with one view of each customer's orders.

    Consumer Electronics Brands

    Setup, compatibility and warranty questions answered, with faulty-product claims logged and sent to your team.

    Don't see your business listed? We build each program around your store platform, helpdesk, return policy, refund limits 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 does eCommerce customer service outsourcing cover?
    A shared, trained team answers your customers by phone, email and helpdesk ticket: order status and delivery questions, order changes and cancellations, returns, exchanges and refunds, payment and checkout problems, and product questions. Agents work inside your store platform and helpdesk and follow your policies.
    Do your agents reply as our brand?
    Yes. Agents use your name, tone of voice, email signatures and macros, so customers experience it as your own support team.
    Can your team process returns and refunds?
    Yes, within the limits you set. Agents handle return requests, issue RMA numbers and return labels, offer exchanges or store credit, and process refunds up to the value or conditions you approve. Anything outside your policy goes to your team with notes.
    Do you handle fulfillment, shipping or warehouse returns?
    No. We don't store, pick, pack or ship products, and we don't receive returned items. We handle the customer conversation: tracking a parcel, chasing your carrier or 3PL, issuing the return, and keeping the customer updated. Your warehouse or 3PL keeps the physical side.
    Which platforms and helpdesks can your team work in?
    Our agents work in Shopify, Amazon Seller Central, Gorgias and Zendesk, and in the carrier and 3PL portals you use to track orders. Your data stays in your systems, and nothing changes for your customers.
    Can you cover Black Friday and the holiday peak?
    Yes. Customer service runs 24/7 from a shared team, so we can add trained agents ahead of your peak and scale back after the January returns season. Talk to us at least six weeks before your peak starts.
    What's the difference between outsourced customer service, live chat and an eCommerce virtual assistant?
    Customer service is a shared team working your phones, email and helpdesk tickets. Live chat is a shared team answering shoppers in real time on your store. A virtual assistant is one dedicated person who handles the admin behind the store, such as product uploads and supplier coordination. Choose customer service for coverage, live chat for shoppers who are still deciding, and the assistant for capacity.
    How quickly can we launch?
    Most programs launch in four to six weeks, covering requirements, recruitment, product and policy training, and a supervised incubation period before go-live.

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

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      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724