How to Outsource Shopify Order Support to the Philippines

If your inbox is a wall of “Where is my order?” and your 3PL sync looks like spaghetti, you don’t have a customer support problem—you have an order operations problem. A well‑run team in the Philippines (hired and fully managed by Revaya) keeps orders accurate, customers calm, and refunds under control—at a cost that actually scales.

What “Shopify Order Support” really is

It’s the layer between a customer clicking “Buy” and money safely landing in your account. Our Philippines team runs the day‑to‑day: order checks, shipping coordination, post‑purchase comms, refunds/exchanges, and the helpdesk. We recruit, vet (<2% pass), train, and manage—all you see are cleaner ops and happier customers.

What the team actually does day to day

Order operations. Address validation and corrections, high‑risk review, partial‑fulfillment logic, pre‑order/backorder handling, gift messages, and order edits without breaking inventory.

3PL & carrier coordination. Keep Shopify, WMS, and 3PL in sync; chase exceptions (missed scans, return‑to‑sender, damaged in transit); trigger reships when policy says so.

CX inbox (Gorgias/Zendesk/Help Scout). Fast, human replies for WISMO, swaps, cancellations, and warranty claims—using macros that sound like you, not a bot.

Refunds & exchanges. Generate RMAs, issue refunds or store credit per policy, and prevent leakage with the right proof and timelines. Track reasons by SKU to feed product ops.

Payment & fraud. Watch for duplicate charges, failed payments, and friendly‑fraud patterns. Prep evidence packets (tracking, policy screenshots, agent transcripts) to help win disputes.

Post‑purchase communication. Order confirmations that set expectations, shipping updates that actually update, and proactive notices for delays or OOS—so customers don’t have to ask.

Signs it’s time to hire

• WISMO is your #1 ticket reason—and growing.
• On‑time ship rate is slipping or promise dates are vague.
• Refunds/exchanges feel ad‑hoc; policy depends on who answered.
• Risky orders either slip through or legit orders get canceled.
• CSAT is fine, but repeat purchase rate is flat.

The first 14 days with Revaya

Days 1–3: Assess & align. Quick audit of order flows, policies, SLAs, helpdesk tags/macros, and 3PL sync. We define targets (FRT/ART, CSAT, refund rate, on‑time ship%).

Days 4–7: Build playbooks. Address validation tree, high‑risk order SOP, cancellation window, exchange/refund matrix, damaged‑in‑transit flow, VIP handling. Macros get rewritten to match your tone.

Days 8–10: Parallel run. We handle a slice of volume while your team shadows. We calibrate decisions and edge cases.

Days 11–14: Handoff. Full coverage with clear ownership. One Revaya lead, daily queue review, weekly ops recap.

Metrics that actually matter

First Response Time (FRT), Average Resolution Time (ART), CSAT, Refund Rate, Exchange Rate, On‑Time Ship %, Promise‑to‑Ship Accuracy, Chargeback Rate, and % tickets resolved with first reply. We track them, report them, and tie actions to movement.

Tools we plug into (you keep the keys)

Shopify Admin, Gorgias/Zendesk/Help Scout, Slack, Stripe/Shopify Payments/PayPal, fraud tools (Signifyd/Forter), ShipStation/ShipBob/your 3PL portal, Loop/Returnly (if used). Role‑based access, maker‑checker approvals, and activity logs come standard.

Common gotchas we fix

“We ship fast but tickets keep rising.” Your comms aren’t answering the question. We tighten post‑purchase emails and tracking links, and WISMO drops.
“Refunds are leaking cash.” We standardize evidence, windows, and partial credit rules—leakage slows without tanking CSAT.
“Risk holds are random.” We calibrate risk rules so you block the bad and approve the good—less churn, fewer disputes.

A day in the life (example)

Morning: review overnight orders, validate addresses, clear high‑risk queue, confirm 3PL sync.
Midday: answer WISMO, process exchanges, push reships on exceptions, escalate inventory mismatches.
Afternoon: refund batch, audit tracking anomalies, update macros, send daily KPI snapshot.

Why the Philippines + why Revaya

Deep CX talent, strong written English, and service culture make the Philippines ideal. Revaya adds elite vetting (<2% pass), training, ongoing QA, and full HR/security. You get coverage aligned to your customers’ time zones and a team that sounds like your brand.

FAQ (quick hits)

Can you match our tone? Yes—your style guide and macro rewrite are part of setup.
Phone or just chat/email? Your choice; we can staff phones if you use them.
Holiday peaks? We plan headcount and cross‑train for spikes.
Who owns the SOPs? You do. We document everything and keep it current.

Ready to make order ops and CX boring (in the best way)? Revaya will place and manage a Philippines team that keeps orders accurate, customers happy, and refunds under control—reliably and cost‑effectively.