Ecommerce Customer Support
Inbox and helpdesk management using your policies and approved templates, with clear escalation rules for refunds, disputes and sensitive cases.
From $299/monthView service
Ecommerce Operations & Virtual Assistants
An ecommerce virtual assistant who knows how a dropshipping store runs
FHAVI provides virtual assistants trained in ecommerce operations — order administration, tracking updates, supplier follow-ups, customer emails and catalog upkeep. You choose a monthly hour allowance; we provide the assistant, written procedures and oversight.
The problem
Operational tasks crowd out the work that grows the business
Checking orders, chasing suppliers and answering “where is my order?” emails can take hours every day. Hiring and training a freelancer yourself takes time, and quality varies without clear procedures.
Our assistants work from documented procedures for your store, with a clear escalation path for anything involving refunds, payments or exceptions.
Who this service is for
- Store owners spending hours each day on admin
- Merchants with steady order volume and recurring tasks
- Multi-store operators who need consistent processes
Problems we address
Common ecommerce virtual assistant issues we work on
- Orders not checked or processed on time
- Delayed shipments discovered only when customers complain
- Slow replies to customer emails
- Catalog changes falling behind
- No visibility over what was done each week
Deliverables
What the work includes
The exact deliverables for your project are confirmed in your written scope.
Order administration
Order checks, processing in your supplier app and flagging of problems.
Order tracking
Tracking updates and early identification of stalled shipments.
Supplier follow-ups
Communication with suppliers about delays, stock and defects.
Customer support inbox
Customer email handling using your templates and policies.
Returns and refund administration
Preparing and logging return and refund requests for your approval.
Catalog maintenance
Routine product, price and stock updates.
Fulfillment exception handling
Address issues, lost parcels and incorrect items, handled to your rules.
Weekly operational reports
Tasks completed, open issues and decisions needed from you.
Scope
What's included — and what isn't
Clear boundaries keep projects on budget and avoid surprises.
Included
- The monthly hours in your plan, during agreed working hours
- Written procedures for your store's recurring tasks
- Weekly reporting
Not included
- 24/7 coverage
- Approving refunds or making payments without your authorization
- Tasks outside the agreed scope without prior agreement
- Rolling over unused hours, unless agreed in writing
Pricing
Ecommerce Virtual Assistant pricing
Starting prices in USD. Third-party costs such as apps, subscriptions and ad spend are excluded unless agreed.
| Service | Billing | Starting price |
|---|---|---|
| Virtual assistant — 10 hours per monthMonthly | Monthly | $99–$149/month |
| Virtual assistant — 20 hours per monthMonthly | Monthly | $179–$279/month |
| Virtual assistant — 40 hours per monthMonthly | Monthly | $329–$499/month |
| Virtual assistant — 80 hours per monthMonthly | Monthly | $599–$899/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: Task review
We list your recurring tasks, tools and decision rules.
Step 2: Procedures
We document how each task is handled, including when to escalate to you.
Step 3: Access setup
Your assistant receives staff-level access to only the tools the work requires.
Step 4: Ongoing work
Tasks are handled within your hour allowance and agreed working hours.
Step 5: Weekly reporting
You receive a weekly summary and a list of decisions needed from you.
How are hours tracked?
Time is logged against tasks and summarized in your weekly report, so you can see where the hours went.
Can the assistant approve refunds?
Only within rules you set in writing. By default, assistants prepare refund and return requests for your approval and never make unapproved financial transactions.
What hours does the assistant work?
Working hours are agreed during onboarding. Virtual assistant services are not a 24/7 service.
Can I change my hour allowance?
Yes. You can move to a different allowance from your next billing period.
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 serviceProduct Upload & Catalog Management
Product uploads, titles, descriptions, variants, images and collections handled to a consistent standard, as one-off projects or monthly support.
From $1.50/productView service
Find the right hour allowance
List the tasks you'd like to hand over and roughly how long they take each week.
Prefer email? Write to md@fhavi.com