Virtual assistant services for e-commerce brands

AssistBPO's virtual assistant services for e-commerce brands give you a named, employed assistant who runs the store's daily checklist so the founder stops doing operations at midnight. The support queue in Gorgias or Zendesk, order exceptions with the 3PL, returns and refunds by your policy, listing updates in Shopify and Seller Central, stock checks, supplier follow-ups and Klaviyo campaign setup, in your hours.

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How does a virtual assistant work for e-commerce?

Most brands under 3,000 orders a month start with one dedicated assistant and add a peak pod for Q4. Onboarding takes about a week: we load your macros and tone guide, document your returns policy, refund limits, fraud rules and listing conventions, and the assistant works in shadow mode while you review replies. From then on the assistant opens the day with the queue and the exceptions report, closes it with an end-of-day summary of tickets handled, orders fixed and listings changed, and hands anything needing your decision to your project tool. A trained backup covers leave and a team lead scores tickets monthly against your standard.

What tasks does a virtual assistant cover for e-commerce brands?

  • Clear the support queue in your voice using your macros
  • Chase unfulfilled, split and stuck orders with the 3PL daily
  • Approve returns, issue labels and process refunds within your limits
  • Update products, variants, images and tags in Shopify and Seller Central
  • Reconcile stock across store, 3PL and marketplaces and flag low SKUs
  • Draft purchase orders and chase supplier ship dates
  • Build Klaviyo segments and load approved campaigns
  • Send the end-of-day report: tickets, orders, listings, waiting on you

The KPI that matters here

Founder hours recovered per week, measured against the task log. If the assistant is not taking operations off your plate, the setup is wrong.

What rules does a virtual assistant follow for e-commerce?

  1. PCI DSS and payment data. Assistants never see or take full card numbers. Refunds, partial refunds and replacements are processed inside Shopify, Amazon, WooCommerce or your payment provider's dashboard, and customers who offer card details by phone or chat are redirected to checkout. That keeps your PCI DSS scope where it belongs, with your payment processor.
  2. Shipping delays and consumer rights. The FTC Mail, Internet or Telephone Order Merchandise Rule requires shipment within the stated time or 30 days, with a delay notice and the option to cancel for a refund. UK customers have 14-day cancellation rights under the Consumer Contracts Regulations 2013, and Australian customers have consumer guarantees under the Australian Consumer Law enforced by the ACCC. Assistants send the notices and honor the rights.
  3. Amazon and marketplace policies. Buyer-Seller Messaging rules require a response within 24 hours and forbid marketing or review requests that offer anything in return. Order Defect Rate, late shipment and cancellation metrics decide account health. Assistants answer inside the window, handle A-to-z claims with evidence and follow Etsy and eBay messaging rules the same way.
  4. Marketing consent: CAN-SPAM, TCPA, CASL, PECR. Email campaigns carry identification and an unsubscribe link under CAN-SPAM; SMS through Attentive or Postscript needs prior express written consent under the TCPA; Canadian subscribers need CASL express consent and UK subscribers PECR consent. Assistants process opt-outs the same day and never add contacts without a consent record. Reviews and UGC follow FTC endorsement rules.

E-commerce software we work in

Also in use

  • ShipStation

See all 80 tools we work in

More for e-commerce brands

Other services for e-commerce

Virtual assistant in other industries

Frequently asked questions

Can one assistant cover support and operations?

Up to a point, and that point is usually around 40 to 60 tickets a day plus the operations checklist. Below it, one dedicated assistant handles both with time to spare for listings and suppliers. Above it, we split the work: a support agent on the queue and an e-commerce assistant on operations, or a pod with a team lead. The staffing plan sets this from your ticket volume and order count, and it is adjusted on notice.

How do you learn our products and policies?

From your existing material: macros, help center articles, product pages, returns policy, past ticket replies and any tone guide. We turn that into a desk manual with refund limits, fraud rules, listing conventions and escalation paths, and the assistant works in shadow mode for the first few days while you review every reply. New products get a short brief from you before launch, and the team lead checks the manual stays current.

What if we run on WooCommerce or BigCommerce rather than Shopify?

The same work applies. Assistants are trained on Shopify first because most clients use it, but WooCommerce, BigCommerce and Magento stores are handled with the same checklist: orders, listings, stock, returns and support. Access is through a user role you create with the permissions the job needs, and the desk manual documents where each task lives in your admin so the backup follows the same steps.

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  • A named assistant proposed within 72 hours
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