Human answers. Every hour. Every day.
A fulfillment worker in an apron packing a cardboard carton at a bench in a small warehouse

E-commerce and retail

A buyer with a question does not wait for a support ticket.

Online stores, direct-to-consumer brands and multi-channel retailers. US-based operators answer the phone number your checkout page promises, take order, return and delivery calls on your policy, and scale for the weeks when volume triples.

Talk with our team Call now 888-654-8500

Operators on the floor right now

  • 85M+
    Quality connections
  • 65K
    Entrepreneurs served
  • 30+
    Years in business
  • ZERO
    Days taken off

The number on your contact page

A phone number a human answers is a conversion feature

Most online stores list a phone number because trust requires one, then route it to voicemail, which achieves the opposite. A buyer deciding between you and a marketplace listing is calling to find out whether anyone is actually there. What happens in the next fifteen seconds is worth more than the call itself.

The calls that come in are narrower than people expect, and nearly all of them are answerable from a script: where is my order, can I change the shipping address before it goes out, the box arrived damaged, how do I return this, do you have it in another size, is this the right part for my model. None of that needs your team — it needs someone with your policy in front of them who answers on the first ring.

We work to your published policy, not around it. Return windows, exchange rules, what qualifies as a damaged-in-transit claim, and what a customer is told about a delayed order are your decisions, written into the script. Where a caller wants something outside policy, the operator says so plainly and escalates rather than promising a refund your team then has to walk back.

Operators work from your published policy. Exceptions are escalated, never granted on the call.

Calls your team can hand off

E-commerce Answering Service

Order status and tracking

Where is it, when does it ship, can the address still change. Answered from the information you make available, or captured and routed in your format.

Returns, exchanges and damage

Taken against your published policy — window, condition, who pays return shipping — with a clean record for whoever processes it.

Pre-sale questions

Sizing, compatibility, availability, shipping times. The questions a buyer asks in the last minute before they either buy or leave.

Peak and promotion spikes

Black Friday, a product launch, an influencer post. Coverage scales for the week rather than your team absorbing it.

Order problems and complaints

A wrong item, a missing package, an angry caller. Handled calmly, documented fully, escalated to the person who can actually fix it.

Who we answer for

Stores, brands and the people who ship for them

We answer for direct-to-consumer brands, multi-channel and marketplace sellers, subscription box services, specialty parts and equipment retailers, apparel and home goods stores, third-party logistics and fulfillment operators, and brick-and-mortar retailers running an online storefront alongside the floor. Coverage runs nights, weekends, holidays and the seasonal weeks when your own team is underwater.

Before you choose coverage

A straightforward answer.

Can you process refunds or change orders in our system?
Talk to us about your specific platform before assuming it either way. The default and safest arrangement is that operators capture the request with everything needed to action it and route it to your team — an answering service issuing refunds is a fraud and reconciliation problem waiting to happen. Read-only order lookup is a much more common arrangement and carries far less risk.
What happens when a caller asks for something outside our return policy?
The operator says so plainly and escalates it. They do not grant exceptions, approve refunds, or promise a resolution you have not authorized — that is how a five-dollar problem becomes a chargeback. If there are exceptions you always approve, you can write those into the script and we will apply them.
How do you handle a peak week?
That is the most common reason stores start with us. Coverage scales for the spike and back down afterwards, and it is answered by the same US-based operators who take your calls in February — not a temporary team hired for the season who have never seen your policy.
What information do operators collect on an order call?
The order number where the caller has it, and enough to find the order where they do not: name, the email or phone on the order, roughly when it was placed, and what was bought. Then the actual issue in their own words, what they want to happen, and a callback confirmed by reading it back. The fields are yours to set.
Why do online stores miss calls in the first place?
Because for most stores the phone is nobody's job. The team packing orders cannot stop to answer it, support runs through an email queue, and the number on the contact page exists for trust rather than for use. The calls still arrive — they just reach voicemail, and a meaningful share of those callers never call back.
Can calls come back to us as something other than a phone call?
Yes. Messages are delivered however you want to receive them — email into your support queue, text, secure app, or a phone call for anything urgent. Many retail accounts have the customer callback go out as a text, because that is what their buyer actually expects. Phone is what we answer; how it reaches you is your choice.
What does setup involve?
Mostly handing us your policy. Return window and conditions, what you tell a customer about a delayed order, what counts as damaged in transit, when a call should reach someone immediately, and where messages go. We write it into the script, confirm it with you, and test it before the number goes live.
Does anything get escalated to us out of hours?
Only what you nominate. Most stores name a short list — a wholesale or press inquiry, a payment dispute above a threshold, a safety complaint about a product — and everything else waits for the morning queue. Nominate nothing and nothing wakes anyone; the whole night arrives as a tidy list at 8am. Where you do nominate something and your first contact does not answer, we work down the list you gave us and log every attempt.

Related services

Other ways we answer for teams like yours.

Give your callers a real person to reach.

Talk with our team about scripts, escalation and overflow coverage. No obligation, no automated runaround.

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