Ecommerce Virtual Assistant Services
Trained assistants for order administration, tracking, supplier follow-ups and catalog upkeep, working within monthly hour allowances and written procedures.
From $99/monthView service
Ecommerce Operations & Virtual Assistants
Customer support that follows your policies and protects your reputation
FHAVI manages your support inbox or helpdesk using your policies, approved templates and clear escalation rules. Customers get accurate, courteous replies; you keep control of refunds, exceptions and sensitive cases.
The problem
Support quality affects disputes, reviews and repeat orders
In dropshipping, most customer questions are about shipping times, tracking and returns. Slow or inconsistent replies can turn a simple question into a dispute or chargeback that is costly to resolve.
We handle routine questions consistently and escalate anything that needs your decision.
Who this service is for
- Stores receiving a steady volume of customer emails or chats
- Merchants who want consistent, policy-based replies
- Owners who want support handled without hiring in-house staff
Problems we address
Common customer support issues we work on
- Slow replies and unanswered emails
- Inconsistent answers about shipping and returns
- Disputes that could have been resolved earlier
- No record of recurring customer issues
Deliverables
What the work includes
The exact deliverables for your project are confirmed in your written scope.
Inbox or helpdesk management
Replies in Gmail, Shopify Inbox, Gorgias, Zendesk or a similar tool.
Order status replies
Tracking lookups and accurate delivery updates.
Response templates
A library of approved replies based on your policies.
Returns and refunds administration
Collecting details and preparing requests for your approval.
Escalation rules
Clear handling for chargebacks, complaints and sensitive cases.
Support summary
Regular reporting on volume, common issues and suggested improvements.
Scope
What's included — and what isn't
Clear boundaries keep projects on budget and avoid surprises.
Included
- Support during agreed working hours
- Replies in English based on your policies
- Template creation and upkeep
Not included
- 24/7 or live phone support, unless specifically agreed
- Refunds or compensation without your authorization
- Helpdesk software subscriptions
- Handling legal claims or regulatory complaints
Pricing
Customer Support pricing
Starting prices in USD. Third-party costs such as apps, subscriptions and ad spend are excluded unless agreed.
| Service | Billing | Starting price |
|---|---|---|
| Customer supportMonthly | Monthly | $299–$799/month |
| Store operations managementMonthly | Monthly | $399–$999/month |
Related packages
Fixed-price packages that include this type of work, with stated limits.
Ecommerce Virtual Assistant
Monthly subscription$349/month
Up to 40 working hours per month
Package details: Ecommerce Virtual AssistantComplete Store Operations
Monthly subscription$799/month
Up to 80 hours per month, shared across all included services
Package details: Complete Store Operations
Engagement process
How we work on this service
Step 1: Policy review
We review your shipping, returns and refund policies and the questions customers ask most.
Step 2: Templates and rules
We draft reply templates and escalation rules for your approval.
Step 3: Go live
Support starts within the agreed hours and volumes.
Step 4: Review
Regular summaries highlight recurring issues worth fixing at the source.
Which helpdesk tools do you use?
We work with the tools you already have, such as Gmail, Shopify Inbox, Gorgias or Zendesk. If you don't have one, we can suggest options.
Do you offer 24/7 support?
No. Support is provided during agreed working hours, and your templates will set customer expectations accordingly.
Which languages do you support?
Support is provided in English as standard. Ask us if you need another language.
How is customer support priced?
Dedicated customer support is $299–$799/month, depending on message volume, channels and coverage hours. Smaller volumes can be covered by a virtual assistant hour allowance.
Related services
Often combined with
Fulfillment & Supplier Coordination
Daily order checks, supplier follow-ups, tracking exceptions and delayed-shipment handling for stores working with one or several suppliers.
From $199/monthView serviceEmail Marketing Automation
Welcome, abandoned-cart, post-purchase and win-back flows in Klaviyo, Shopify Email or Omnisend, plus optional monthly campaign management.
From $149View service
Hand over your support inbox
Tell us your typical daily message volume and the tools you use.
Prefer email? Write to md@fhavi.com