For online stores and ecommerce brands

Ecommerce virtual assistants

Keep the order queue from taking over your working day. Your ecommerce virtual assistant organizes customer messages, shipping updates, product information and supplier follow-up. We recruit and prepare your assistant for ecommerce and the store responsibilities you agree with us before handoff.

Find your assistant

An order question should not become your afternoon.

The order exists in your store, the shipping update is with a fulfillment partner, and the customer's question sits in another inbox. Collecting that context can interrupt the owner throughout the day.

Start with a defined queue and an approval policy. Your assistant collects the facts, prepares the response and brings you the decision needed, with enough context to act.

The work to hand off

Organize the work around each order.

Track order exceptions

Using the records you authorize, an assistant can compare the order status with available shipping updates, request information from a fulfillment partner and document the next follow-up. Missing or conflicting information is flagged so you can decide what to tell the customer.

What you get back: An order-exception list with facts and next steps

Prepare customer responses

Give your assistant approved product information, response examples and return policies. They can organize incoming questions and prepare or send routine replies within the agreed scope. A request outside the policy returns to you with the order history and the customer's stated concern.

What you get back: A customer queue with responses and decisions needed

Organize product information

An assistant can collect approved descriptions, images and product details into a consistent record, identify missing fields and prepare updates for review. Your team confirms product claims, prices and publication. Platform-specific editing or catalog work should be part of the matching conversation.

What you get back: A product-update checklist with approved source materials

Follow up with suppliers

Provide the supplier contacts, expected dates and questions you want answered. An assistant can request updates, record replies and prepare a summary of overdue items or stock discrepancies. Purchasing commitments and changes to quantities or terms come back to your authorized decision-maker.

What you get back: A supplier follow-up record with unresolved items highlighted

Illustrative workflow

An order-exception queue you can actually review

Use these example situations to define what information the assistant gathers and which decisions need your approval.

A shipment is delayed

Assistant preparesCollect tracking details, the partner's response and the last customer update.

You decideWhat remedy to offer and which delivery expectations to communicate.

A customer reports the wrong item

Assistant preparesOrganize the order record, the customer's description and information requested by your policy.

You decideWhether to authorize a replacement, return or refund.

A product detail is unclear

Assistant preparesFind the approved source and identify the unanswered question.

You decideThe correct product claim and any change to public information.

Stock records disagree

Assistant preparesRecord the discrepancy and request confirmation from the responsible partner.

You decideWhether to change availability, place an order or contact affected customers.

Illustrative example — not a client record

An exchange request outside the store's return window

Use this brief to put one policy exception in front of the store owner with the facts needed for a decision.

Order and request: Example entryOrder EC-032: the customer asks to exchange a jacket for a different size.; What to provide or checkTie the request to the order and preserve what the customer is asking for.
Relevant dates: Example entryDelivery was recorded 36 days ago; the exchange was requested today.; What to provide or checkProvide the source dates the owner needs to check the policy.
Policy reference: Example entryThe supplied policy allows returns within 30 days and sends later requests to the owner.; What to provide or checkIdentify the rule behind the escalation rather than inventing an exception.
Customer communication: Example entryThe customer received an acknowledgment that the owner will review the request; no exchange has been promised.; What to provide or checkShow what the customer currently understands.
Decision needed: Example entryThe owner decides whether to allow the exchange and provides the wording for the next reply.; What to provide or checkMake the commercial decision and the next communication owner explicit.

Ready to hand over when: The owner has the order, source dates, applicable policy and prior reply together, with the exchange still awaiting a decision.

Download the blank template (CSV)

No email required. The file includes field names and guidance, with blank spaces for your own inputs. Use it to describe the work during matching; keep private client information out of an initial inquiry.

Shape the role around the workload

Are order exceptions interrupting the rest of the store?

A useful fit when

Customer messages and order follow-ups recur daily and can be handled using your store's records and policies.
Your owner or support lead can decide exceptions while an assistant gathers the history and keeps customers updated.

Discuss the setup first

Most of the work arrives during brief promotions; discuss the ongoing workload and required hours before choosing a staffing arrangement.
Refund and replacement authority varies by channel, and the team has not agreed who can approve an exception.

Managed support provides a dedicated, full-time assistant. Direct-hire responsibilities, hours and employment terms are agreed during matching.

Keep commercial decisions with your store.

Set approval limits and choose the accounts the assistant needs. Routine administration can follow your policies, while exceptions reach the right person. Access requirements and whether we can meet them are discussed during matching.

Your team approves refunds, discounts and replacement commitments.
Product claims, purchasing decisions and supplier agreements stay with you.
Advertising strategy, web development and specialist marketplace work require a separate scope discussion.

Bring the exceptions that keep finding you.

01Representative customer questions with identifying details removed.
02Your store, helpdesk and fulfillment tools, plus required working hours.
03Approved return policies, response examples and escalation contacts.
04A list of decisions that must come back to the owner.

Recruit. Prepare. Hand over.

Recruited for you. Trained for your industry.

First, we discuss your niche and the work you want your assistant to own. Then we recruit and prepare them in depth for the industry and responsibilities agreed with you before handoff. The matching conversation defines the skills, tools and preparation time your role needs.

We assess English fluency, practical problem-solving and independent judgment, so your assistant can work through the next step and recognize when to bring you in.

Choose the support behind your hire.

Managed assistant

A dedicated, full-time assistant through our service, with ongoing support from our team. One monthly fee.

Explore managed support

Direct hire

We recruit and train an assistant for you to hire directly into your team. You manage the day-to-day. One placement fee.

Explore direct hiring

The examples on these pages are a starting point. Bring the broader range of work you want covered to the matching call. We agree responsibilities, preparation time, working hours, fees and terms before you start.

Before you bring someone on

Can an assistant work in Shopify, Amazon or our helpdesk?: Bring your store platforms, helpdesk and the actions you want delegated to the matching call. We recruit and prepare your assistant for the agreed ecommerce role before handoff. Platform skills, specialist marketplace tasks, access and preparation time are defined around your requirements.
Can my assistant issue refunds or replacements?: Refund and replacement handling can be included within authority and limits you approve. We discuss the workflow during matching and prepare the assistant for the agreed responsibilities before handoff. Your store sets customer policies, permissions and the exceptions that need your decision.
What can I hand off if our processes are still informal?: Start with a few recurring situations and show how you resolve them today. A delayed shipment, missing product detail or supplier update is enough to begin defining the role. Identify the information needed, the response you approve and the point where you want to be involved.
Can you cover launch days or busy shopping periods?: Bring expected volumes, channels and working-hour needs to matching. We discuss the coverage the role requires and how priorities would change during a launch or busy period. If peak demand exceeds one person's capacity, plan how your team will handle the remaining work.
How do pricing and hiring arrangements work?: Managed support gives you a dedicated full-time assistant with ongoing team support for a monthly fee. With direct hire, we recruit and train an assistant for you to hire into your store for a placement fee. Bring your recurring workload and peak-period needs to the pricing conversation.

Build a role around the queue you want off your desk.

Bring your most time-consuming order, customer or supplier workflow. We will define the administrative responsibilities with you and discuss the platform experience and coverage the role needs.

Find your assistant

A different kind of business?

Explore other ways to organize the work around your team.

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