How we work
Prepared before we answer, honest when we don't know
Nothing about our process relies on guessing. We learn your store, write down the rules together, prepare approved guidance, and send exceptions straight back to you.
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01
Learning your products and policies
We start by reading everything you already have — product pages, shipping terms, return policy, past support threads. Then we sit down with you and fill the gaps, so our reference matches what you actually promise customers.
Typical onboarding: two weeks from kickoff to first live conversation.
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02
Agreeing on responsibilities and coverage
Before we answer a single customer we write down what we own and what stays with you: channels, covered hours, response targets, refund limits, and the questions we will always send back to your team.
Coverage is set in writing and reviewed whenever your volume changes.
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03
Preparing response guidance
We draft the response guides, customer-facing FAQs, and templates that keep replies consistent. You review and approve them, and they become the only source our specialists answer from.
Every guide names the approved wording and the boundary where it stops.
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04
Escalating exceptions to the store
When a request falls outside the agreed rules — an out-of-policy refund, a damaged high-value item, a legal or safety question — we stop, summarize the conversation, and hand it to your named contact with a recommendation.
Escalations arrive with the full thread, the customer's ask, and our suggested reply.
The working rhythm
Ongoing coordination, not a black box
Daily
Queue cleared inside covered hours, follow-ups scheduled, anything urgent flagged to you the same day.
Monthly
A recurring-issue summary: what customers asked most, which listings confused them, what we suggest changing.
Whenever things change
New product, new policy, new carrier — documentation is updated before we answer from it.
