Ecommerce outsourcing in the Philippines covers the operational side of an online store: listings, order processing, inventory updates, supplier follow-up and customer support.
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Customer service covers the inbox and chat. Ecommerce outsourcing covers the operational work behind it as well: order exceptions, catalogue and listing upkeep, marketplace administration, returns and chargebacks. Many brands find the combined model works better because most support tickets are resolved in the order system anyway.
ProVizion builds ecommerce outsourcing teams in the Philippines that run the operational layer of a direct-to-consumer brand, not just the support inbox. Alibaba Group, Anytime Fitness and Transcosmos have all engaged ProVizion for customer-facing and operational work, and the same approach applies to a Shopify brand shipping a few hundred orders a day or a marketplace seller with thousands of SKUs.
Our people sit inside your stack: Shopify or BigCommerce admin, Gorgias or Zendesk for tickets, ShipStation or your 3PL portal for fulfilment, Amazon Seller Central and other marketplaces for listings and cases. You decide whether your head of operations manages them directly or a ProVizion team leader runs shifts, quality checks and coaching. Small teams can be live within two days, which matters when a product launch or a viral post lands sooner than planned. Larger seasonal programmes are planned months ahead and delivered through partner facilities once the team passes about 20 seats.
Between the order confirmation and the doorstep there are a dozen things that go wrong quietly. ProVizion order management staff watch the exception queues: failed payments and fraud holds to review, address corrections before the label prints, split shipments to communicate, backorders to reallocate, carrier delays to chase and delivery disputes to lodge. They coordinate with your 3PL or warehouse team on picking errors and stock discrepancies, and keep the order status in Shopify accurate so the customer's tracking page tells the truth.
Brands with wholesale or B2B channels add purchase order entry and EDI exception handling to the same desk.
"So glad that we have the opportunity to work with the team in Manila. Very professional, amazing service. I can't say enough!"
A clean catalogue converts and a messy one leaks sales. Our catalogue specialists create and maintain product pages: titles, bullet copy, attributes, variant matrices, size charts, images renamed and resized to spec, and metafields for filters. On Amazon Seller Central they manage flat file uploads, resolve listing suppressions and stranded inventory, respond to Account Health notifications, file cases with Seller Support and reconcile FBA shipments and reimbursements. The same people handle eBay, Walmart Marketplace, The Iconic, Catch and other channels through your feed manager.
When the work is high-volume and rules-based, such as bulk stock and attribute updates or competitor listing audits, our data entry outsourcing teams take it on with double-checking built in.
Support cannot be separated from operations in ecommerce, because most tickets are really order questions. ProVizion agents handle pre-sale enquiries, order changes, delivery updates, warranty and sizing questions across email, chat and social DMs, and they resolve the underlying issue in the order system rather than just replying. For brands that want a support-only team, the detail is on our ecommerce customer service outsourcing page, and our live chat outsourcing service covers real-time conversion support on site.
"What cemented our decision is how attentive the owners and management are. They are on-hand any time to help and always looking for feedback. We feel we're in good hands."
Returns are where policy meets patience. Our returns desk authorises returns against your rules, generates labels, tracks inbound parcels, inspects photos for damage claims, processes exchanges and refunds in Shopify or your returns app such as Loop or Happy Returns, and flags serial returners and suspicious claims for your review. Weekly reporting on return reasons by SKU goes back to your merchandising team, because a size chart fix or a photo change often solves a return problem at the source.
Chargebacks are worked in the same queue: evidence gathered from the order, carrier and correspondence, and the response submitted through Shopify Payments, Stripe or PayPal before the deadline.
Peak season is a staffing problem before it is a marketing problem. We plan seasonal capacity with you in the months before Black Friday and Cyber Monday, Boxing Day and end of financial year sales in Australia, and the pre-Christmas shipping cut-off. Temporary seats are recruited and trained in advance, macros and policies are refreshed, and the team leader sets the shift pattern so that overnight US traffic and daytime Australian traffic are both covered. After the peak, the team scales back to its core without the disruption that comes with onshore seasonal hiring and letting go.
Retail brands with physical stores as well as online channels can read how we support omnichannel operations on our retail outsourcing page.
A typical DTC engagement starts with two or three people covering support and order exceptions, then adds a catalogue specialist and a returns coordinator as the brand's SKU count and order volume grow. Every team member is a full-time ProVizion employee with health cover, paid leave and a route into team lead and QA roles, recruited from over 10,000 professionals in our network, many with prior experience on Shopify and Amazon accounts. Platform access is permissioned per person and logged, each hire has signed an NDA and cleared a background check, and payment data handling can be structured to meet PCI DSS requirements. Contracts typically run three to twelve months, which lines up neatly with a brand's planning year.
Customer service covers the inbox and chat. Ecommerce outsourcing covers the operational work behind it as well: order exceptions, catalogue and listing upkeep, marketplace administration, returns and chargebacks. Many brands find the combined model works better because most support tickets are resolved in the order system anyway.
Yes. Staff can be added as users with the permissions you choose to handle listings, flat files, inventory, cases, Account Health notifications and FBA reconciliation. Advertising strategy and product decisions stay with you; the administrative work around them moves to the team.
Shopify and Shopify Plus, BigCommerce, WooCommerce and Magento on the storefront side; Gorgias, Zendesk and Freshdesk for support; ShipStation, Cin7 and 3PL portals for fulfilment; Loop and Happy Returns for returns; and Seller Central, eBay and Walmart for marketplaces. We train on your specific setup.
Ideally two to three months before Black Friday or your biggest sale, so recruiting, product training and macro updates are finished before traffic climbs. Brands that come to us later can still add seats within days, though with less time to embed product knowledge.
Yes. Manila's day shift matches Australian and New Zealand hours, the night shift matches US and Canadian hours, and a split shift covers the UK. Brands selling into several markets often run two shifts from one team so no queue waits overnight.
Two ways to start. Book a short call, or request a proposal and we'll come back with a recommended team structure.