Ecommerce Outsourcing
Ecommerce Outsourcing in the Philippines
Outsource Philippines™ provides dedicated ecommerce customer service teams that handle order exceptions, returns, refunds, account changes, product listings, and marketplace tasks, while AI and self-service answer simple “where is my order” questions. They work onsite in our supervised Philippine office, inside your store, helpdesk, and shipping tools, and scale up for peak season.
Roles We Staff
Ecommerce Roles You Can Outsource
Each person works only on your store, full time, trained on your products and policies.
Customer Support Agent
Answers order, delivery, sizing, and product questions by email, chat, and social in tools such as Gorgias, Zendesk, or Freshdesk.
Returns and Refunds Specialist
Processes returns, exchanges, and refunds under your policy, and updates customers until the case closes.
Order Processing Specialist
Checks and edits orders, flags suspected fraud for your review, and fixes address and shipping issues in tools such as ShipStation.
Product Listing Specialist
Creates and updates product pages, variants, prices, and images in Shopify, BigCommerce, or Adobe Commerce.
Accurate, Search-Ready Listings →Amazon and Marketplace Specialist
Manages listings, inventory feeds, buyer messages, and cases in Amazon Seller Central, Walmart Marketplace, and eBay.
Marketplace Tasks Handled →Reviews and Social Responder
Replies to product reviews and social comments in your brand voice and routes complaints to support.
Services
Services Ecommerce Brands Use Most
Call Center and Voice Support
Phone support for order problems, returns, and peak-season overflow.
Phone Help for Order Issues →Email and Ticketing
Helpdesk queues worked to agreed response times, with tags and macros kept clean.
Faster Order Email Replies →Live Chat and Messaging
Pre-sale and post-sale chat, social DMs, and review replies that answer product questions and recover carts.
Save Carts With Live Chat →Data Processing
Product data, SKU and price updates, and order entry with double-check QA.
Clean Order Data →Orders, Returns, and Accounts
Your Rules Decide Every Refund and Exception
Chatbots and self-service now answer most simple “where is my order” questions. Your team handles what they cannot: delayed and lost parcels, damaged items, returns and exchanges, refunds and store credits, address and order changes, billing problems, and subscription changes.
Agents work from a written playbook that sets what qualifies for a return, how much they can refund without approval, and who decides edge cases. Every action is logged in your store and helpdesk, so you can audit it at any time.
- Refund and Credit Limits per Agent
- Verification Before Account Changes
- Fraud and Chargeback Flags Escalated
- Retention Offers from Approved Scripts
- Shopify, BigCommerce, and WooCommerce
- Gorgias, Zendesk, Stripe, and Recharge
Security
Customer and Payment Data Stay in Your Systems
Your team works in your store and helpdesk with role-based logins you set up. Agents process refunds and order edits through your platform and do not store card numbers.
You decide what each role can see and do, such as refund limits that need a manager’s approval above a set amount.
- Named Logins You Control
- Refund and Discount Limits You Set
- Company-managed Devices Only
- Access Removed the Day Someone Leaves
Accountability
How We Keep Quality High
Named Team Lead and Account Manager
A team lead runs the daily work. An account manager owns your account and is your single point of contact.
QA Scoring Against Your Standards
We score tickets, chats, and order edits against your checklist and coach on the gaps every week.
Weekly Performance Report
Volume, turnaround, accuracy, and QA scores every week, so you see the same numbers we do.
Trained Backup Coverage
Backups trained on your account cover leave and sick days, so your queue keeps moving.
Replacement If Someone Leaves
If a team member leaves, we recruit a replacement and train them on the work and procedures for your account.
Secure, Supervised Work
Your team works onsite in our supervised office on company-managed devices behind a firewall. We track work in WorQmate.
How It Works
From First Call to Go-live in 2–4 Weeks
Recruiting starts after you sign the Outsourcing Services Agreement and pay the security deposit.
- 1
Day 1
Discovery Call
Tell us your platforms, order volume, contact channels, and peak seasons.
- 2
After the Call
Written Proposal
Your written proposal lists the roles, headcount, hourly pricing, and proposed start date.
- 3
Weeks 1–3
Screening and Interviews
We test shortlisted candidates on real tickets and listing tasks from your store.
- 4
Weeks 2–4
Training and Go-live
We train on your SOPs and tools, ramp up under close supervision, and send your first weekly report.
Not sure which team you need? We’ll recommend one in a free 30‑minute call.
Client Feedback
Why Clients Stay with Us
As always, we are very grateful to the entire FilWeb team for their dedication and excellent work. I only have good praises to sing. I am pleased to recommend you because I have no shortage of praises to sing for you guys.
Frequently Asked Questions
What Ecommerce Tasks Can I Outsource?
Most day-to-day store work: order and delivery questions, returns and refunds, order edits, product listings, marketplace management, inventory updates, and review responses. Your team works in your tools, such as Shopify, Amazon Seller Central, Gorgias, and ShipStation.
How Much Does Ecommerce Outsourcing Cost?
You pay an hourly rate for each dedicated, full-time team member that depends on the role and shift. Costs depend on the role, scope, coverage hours, and team size. See our pricing page or request a written proposal.
Can You Scale Up for Peak Season?
Yes, with notice. Tell us your peak dates and we recruit and train extra staff ahead of time, typically 2–4 weeks before you need them. Cross-trained backups also cover sudden volume spikes on your existing team.
How Do I Know My Team Is Doing a Good Job?
You get a weekly report with ticket volume, first response and resolution times, QA scores, and refund accuracy. A named team lead reviews a sample of every agent’s work against your standards and coaches on the gaps.
Will My Agents Sound Like My Brand?
Yes. We train from your tone guide, macros, and best past replies, then QA every agent against them. Agents work only on your store, so they learn your products and customers instead of switching between brands.
Get Started
Ready to Build Your Ecommerce Team?
Tell us your platforms, order volume, and support hours. You get a written proposal.