Outsourced Shopify support, fully handled

What we take off your plate

A store that is actually selling generates the same flow of messages every single day: where is my order, I need a different size, the carrier says delivered but nothing arrived, I am disputing this charge. Taken one at a time, none of these is hard. It is the accumulation that quietly eats your mornings and your Sunday evenings.

We take that flow entirely. Your dedicated agent replies in your tone, with your commercial rules, across every channel you use: support inbox, website chat, Instagram, Facebook, WhatsApp. The only things that reach you are the ones that genuinely need your decision.

• Customer replies by email, live chat and social media messages
• Order tracking, lost parcels, delays and carrier disputes
• Returns, exchanges and refunds processed directly in Shopify
• Supplier follow-ups when an order is stuck upstream
• Review requests and review management after delivery
• Weekly report: volume handled, recurring reasons, friction points

Written channels only. We handle email, chat and social messages. We do not provide phone support, and we would rather tell you now than waste your time on a call.

PayPal and Klarna disputes: where we are strongest

This is where most merchants lose money without noticing. An uncontested chargeback means the goods are gone, the money is refunded, there are case fees, and your dispute rate climbs. Past a certain threshold, your payment account itself is at risk.

Contesting takes method and, above all, speed: response windows are short and cannot be recovered once missed. We have a process already in place and tested. The moment a dispute lands, we gather the delivery evidence, the customer conversation and the transaction records, we write the argued response in the format the platform expects, and we follow the case until it closes.

We handle PayPal and Klarna disputes as well as Shopify Payments claims. You are told about every case opened and how it ended, without having to open a single dashboard yourself.

If you want to see how we approach this before talking to us, we published our full method: PayPal, Klarna & Shopify chargebacks — the seller's guide.

Shopify, Amazon, WooCommerce, PrestaShop

We are fastest on Shopify, which remains our main environment and where our process is most refined. But the mechanics of e-commerce support are the same everywhere: an order enquiry, a return, a dispute or an unhappy customer are handled with the same method — only the interface changes.

So we work just as well on WooCommerce and PrestaShop stores as on the Amazon and eBay marketplaces, where extra constraints apply: platform-imposed response deadlines, seller performance metrics to protect, and specific claim procedures such as Amazon's A-to-Z Guarantee.

If you sell across several channels at once, that is exactly where outsourcing pays for itself: one point of contact centralises everything, instead of sending you through four back offices every morning.

How we get started

We are operational in one week, and you do not have to write any documentation. We build it by watching how you work.

• Days 1 and 2 — Immersion. We go through your store, your products, your return policies and your edge cases together. We read your last 200 customer conversations to capture your tone.
• Day 3 — Access and playbook. You open the accounts we need (Shopify, your support tool, the inbox). We write the playbook: canned replies, refund thresholds, escalation rules. You approve it.
• Days 4 and 5 — Supervised handling. We answer the first tickets, you review before they go out. Adjustments happen live.
• Week 2 — Autonomy. We work on our own, and only cases outside the playbook come to you. A weekly check-in with Sergio covers the rest.

Who this is for, and who it is not for

Worth being blunt straight away — it will save you a call.

This is for you if you handle between 30 and 400 tickets a month, if customer service takes more than five hours of your week, if you sell on Shopify with PayPal or Klarna, or if you go on holiday without knowing who will answer your customers.

This is not for you if you sell something so technical that every reply needs an engineer, if you need someone physically present in a warehouse, if you need phone support, if your volume runs well past a thousand tickets a month (you need a structured team at that point, and we will say so), or if you are looking to spend under €500 a month. Below that, nobody can give you a genuinely dedicated agent.

What it costs, against the alternative

A dedicated agent 5 days a week is €800 a month, or €9,600 a year. That number only means something next to what the same workload would cost you another way.

Ranges based on public sources from the French outsourced customer service industry, for an equivalent full-time role. And then there is what never shows up on a payslip: no recruitment to run, no training to deliver, no continuity to organise around holidays, and the ability to stop at any point if it is not working.

The tools we already know

No migration and no training to fund: we work in your existing environment. Gorgias and Zendesk for support, Shopify for orders and refunds, PayPal, Klarna and Stripe for payments and disputes, Slack and Notion to coordinate with you, Freshdesk and Intercom depending on the setup.

If you use Gorgias in particular, that is where we are fastest: macros, automation rules, custom views and performance tracking.