For marketplace sellers
Every marketplace has a clock. None take the weekend off.
Leave something too long and the marketplace decides it for you, by its own rules. Your standing there suffers too.
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What we do
There are buyer messages to answer, returns to decide, claims to respond to, and the customers from your own site as well. Each one needs someone who knows the rules where it arrived, as well as your products.
Which parts we take on is up to you
It could be your buyer messages on every marketplace you sell on, with your own site’s customers answered by the same team. It could be the return requests waiting on a decision, the claims buyers open, checks on refunds made for you, or flagged listings.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
What lands on a seller depends on where the sale was made. These are three of the marketplaces. Wherever else you sell has its own version.
On Amazon
For the orders you send out yourself
- “Where is my order?”
- It says delivered, and the buyer says it isn’t there
- A return Amazon couldn’t approve by itself
- A business buyer asking for an invoice
- A claim the buyer has opened with Amazon
- A return that came back, and isn’t what was sent
On eBay
From the first question to the feedback
- “Will this fit my model?”
- What condition a used or refurbished item is really in
- Postage for two things bought together
- “It hasn’t arrived”, reported to eBay
- “It isn’t what the listing showed”
- Feedback left on your account
On TikTok Shop
In the app’s own chat
- “Is this the one from the video?”
- Where an order has got to
- A refund asked for without sending anything back
- A return request waiting for your answer
- A buyer who disagrees with a return you turned down
What we’d take on.
Each of these is work a team of ours can run, inside the marketplaces’ own tools or the helpdesk they feed, alongside your own site’s customers.
- Buyer messagesAnswered in each marketplace’s own messages, within what it lets a seller say. Marketplaces count weekends, so the days covered are agreed with you.
- Return requests waiting on youThe requests a marketplace sends you for a decision, decided to your rules. A request left unanswered is decided by the marketplace.
- Claims and casesWhen a buyer takes it to the marketplace, your side is put together from the order, the tracking and the messages, and sent in.
- Refunds made on your behalfWhere a marketplace refunds a buyer automatically, each return is checked off once your warehouse has booked it in. The ones that come back damaged, wrong or not at all are claimed for.
- Listings flagged or taken downListings a marketplace has hidden or marked for a missing detail put right, along with the mistakes buyers point out.
- Feedback on your accountReplied to where the marketplace allows a reply. Where it breaks the marketplace’s own rules, removal is asked for. Nobody asks a buyer for a review, or rewards one.
Listing corrected · A buyer’s message
“The listing says 40cm. It’s 45.”
- Checked against your product information, which says 45
- Size corrected on the listing
- Buyer answered, and told how to send it back if they’d rather
To you
Other buyers sending this one back have said it isn’t as described. The size on the listing looks like the reason.
Corrected, and noted against the product
Past the message centre
And the things you hadn’t thought to ask for.
If it was the buyer messages that brought you here, there is more we could run, set up or plan with you.
- We set it up
Your marketplaces’ messages in one queue
Where a helpdesk connects to the marketplaces you sell on, their messages arrive in one place with the order beside each.
Helpdesk set-up - We set it up
Your rules for returns, marketplace by marketplace
What you accept, when you ask for photos and what you refund without a return, written down once and signed off by you.
Processes and knowledge base - We run it
Parcels lost on the way
For the orders you send, parcels past their due date checked regularly and claimed for from the courier, where the courier account is yours.
Back-office and admin - We run it
Your social channels
Questions and comments under your posts, and the messages people send you there, answered by the same team.
Customer service - We run it
The same marketplace in another country
Buyers answered in their own language when you list on a marketplace’s German, French, Spanish or Italian site.
Where we work - We plan it with you
Before you add a marketplace
What the new one will send you that the others don’t, and how the work should be organised to take it.
Consultancy
The marketplace does part of it
Some of it never reaches you. The rest has a time limit.
Where a marketplace stores and sends your stock, it answers those buyers itself. It approves most ordinary returns too. What it sends on to you is where the team starts. This is an illustration, and how much reaches you depends on how you sell.
Settled by the marketplace
“Where’s my parcel?”, on an order the marketplace sends
Answered by the marketplace’s own customer service
“I’d like to send it back”, inside the returns policy
Approved automatically, and a label issued
“When do I get my money?”
Refunded when the carrier scans the parcel
The marketplace’s own systems
Sent on to you
“Will this fit the 2016 model?”
Answered from the fitting details you’ve given the team, in the marketplace’s own messages. Where they don’t say, the question comes to you.
How it ended
Answered from your details
“It’s past the return date, but it has never worked.”
Outside what the marketplace approves by itself. Read against your rules for faults, and decided as they say.
How it ended
Decided to your rules
A buyer tells the marketplace their parcel never came
The order, the tracking and the messages are put together and sent in as your side of the case.
How it ended
Your side on the case
A return comes back, and it isn’t what was sent
The refund has already been made. Your warehouse’s photos, the label and the order go into a claim.
How it ended
Claimed for, with the photos
What a marketplace settles by itself differs from one to the next, and it changes. The team works from what reaches you.
The team behind it.
Buyers deal with your shop on each marketplace. The team works to your rules and to the marketplace’s.
Employed and led by us
Trained on your range, your rules and each marketplace’s rules for messages before they answer a buyer. Team leads whose job is coaching.
How we workWhere the work runs from
One of our three locations, in the Philippines, Portugal or Ireland. The days to be covered, the languages and the work decide which, and it’s agreed with you first.
Where we workBuyers’ details
Used for the order and nothing else. Each person has access of their own, and nobody signs in as you.
Security and data protection
Questions, answered.
The things marketplace sellers are likely to ask first.
What kind of work can you help us with?
It could be buyer messages, return requests waiting on a decision, claims and cases, refunds a marketplace has made on your behalf, flagged listings, feedback on your account, or the customers from your own site. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just weekends, public holidays or a marketplace’s sale?
Yes. It could be the days your own people are off and your marketplaces still count, or a marketplace’s own sale, planned with you ahead of the date.
Does the team decide returns and refunds, or bring them to us?
That is yours to set, and it is written down before the team starts. The team can decide return requests and make refunds to your rules. Or you can make every decision yourself. An appeal against a suspension stays with you, as does anything a marketplace requires the account holder to do in person.
How does the team get into our marketplace accounts?
Each marketplace has its own way of letting other people in. Some let you add a person with a sign-in of their own and only the permissions you choose. Amazon approves outside businesses itself before a seller can give them access. The other route is a helpdesk you’ve connected to your marketplaces, where each person has a seat and never signs in to the marketplace at all. Nobody uses your login. Which route suits each marketplace is worked out with you.Security and data protection
Do we need a particular helpdesk?
No. If you already use one, the team works in it, and we can help connect your marketplaces and your own site to it where it allows. If you’re starting fresh, we can help you choose one that brings them together, and set it up.Helpdesk set-up
How does the team learn our products, down to what fits what?
Through training, before anyone does any work for you, and from the product details you hold. For parts and accessories that includes what fits what, so the team answers from your details and brings you anything they don’t cover. How the training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
What about the stock Amazon stores and sends for us?
Amazon answers those buyers and handles those returns itself. There is little for a team to do on those orders, and we’d say so. The work is in what you send out.
Can one team cover every marketplace we sell on, and our own site?
Yes. Where a helpdesk brings them together, everything arrives in one queue, and the same team answers each message to the rules of wherever it arrived. How the team is organised depends on how much arrives on each, and that is worked out with you.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work marketplace sellers are most likely to need, not everything we do. If the work follows a process and happens in a marketplace’s own tools, in an inbox or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
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