Ecommerce customer service, handled by one dedicated support specialist
Order tickets answered, returns handled by your policy.
Neon Link gives ecommerce brands one dedicated, full-time customer support specialist who answers order, return and exchange tickets by email and chat, processes refunds by your written policy, and keeps your listings and catalog data clean. They work remotely from the Philippines on your US business hours, inside your store, your marketplace accounts and your helpdesk. It costs $2,295 a month, month to month, with no setup fee.
Rates are pulled live from the system we run the business on. Page updated October 8, 2026.
What your Linker handles
- Answer customer emails and chats in your helpdesk, in your brand's voice: order status, tracking, returns, exchanges, address changes and product questions
- Catch order exceptions before they ship wrong: address corrections, held orders, out-of-stock items and carrier delays, with the customer kept informed
- Process returns, exchanges and refunds by your written policy, and send anything outside it to you with a recommendation
- Update product listings and clean up catalog data: titles, descriptions, variants, images and inventory counts, in your store and on each marketplace
- Follow up with suppliers on stock, purchase orders, inbound shipments and backorders, and keep your inventory tracker current
- Reply to product reviews and marketplace buyer messages during their shift, within your guidelines
- Tag every ticket by reason, and close or update it the same day so nothing sits without an answer
- Send you a weekly summary of what customers keep asking about, with ticket counts by reason and a suggested fix for the biggest one
- Keep full card numbers out of tickets, notes and spreadsheets, and issue refunds only through your store's own systems
We screen for the tools you run, such as Shopify, Amazon Seller Central, Gorgias, Zendesk or Klaviyo. If a finalist has not used yours, you'll know before they start.
The standard we hire to
These are the working standards in the job posting your Linker is hired against.
- First response to email and chat within one business hour during the shift, and every open ticket closed or updated the same day
- Returns and refunds processed within 1 business day of the request, by the store's written policy, with nothing outside the policy issued without the owner's approval
- A weekly summary the owner can read in two minutes, naming the top reasons customers wrote in
Who we put on it
- Signs a confidentiality agreement and passes a background check
- Works your US business hours from a quiet, private workspace
- Wired internet with a backup connection and a plan for power outages
- Clear written and spoken English your customers and partners can follow
How it starts
- Step 1Tell us the work: a 15 or 30 minute call with Dan, or the sixty second scope on the homepage.
- Step 2Get a written quote at the published rate, held for 30 days.
- Step 3We recruit and screen for your work and your software, and you interview the finalist before they start.
- Step 4Your Linker works your queue on your hours. A Neon Link manager runs the account and answers when you need them.
- Step 5If the fit is wrong in the first 60 days, we swap them at no cost.
A good fit, and not a fit
- Store owners who still answer order and return emails themselves at night
- Brands where tickets, returns and listing fixes compete for the same few hours every week
- Owners who want the same person in the inbox every day, who learns the products and the policies
- Warehouse or fulfillment work: picking, packing, shipping or counting stock on site
- Running ads or managing social media accounts
- Round-the-clock support, including marketplace messages that need replies seven days a week. Your Linker is one person on your weekday hours
Questions owners ask
How much does it cost to outsource ecommerce customer service?
$2,295 a month for one dedicated, full-time person (40 hours a week), month to month, or $2,195 a month on the 6-month plan. There is no setup fee, and pay, equipment and management are inside that one number. For comparison, a US customer service representative costs about $5,110 a month fully loaded, using the BLS median wage plus employer costs.
What can an ecommerce virtual assistant do?
Your Linker works your customer inbox and your catalog: order, return and exchange tickets by email and chat, order exceptions, refunds by your written policy, listing and catalog updates, supplier follow-ups, and replies to reviews and marketplace messages. Every week you get a short summary of what customers keep asking, so you can fix the cause. If the job is only order entry or listing updates at high volume, with no customer tickets, it can be scoped on a call at the Core rate.
Can a VA manage Amazon Seller Central safely?
Yes, with the right setup. Your Linker works in a user account you create for them, with the permissions you choose, never your own login. We hire people who follow PCI handling rules and keep full card numbers out of tickets, notes and spreadsheets, refunds go only through your store's own systems, and every Linker signs a confidentiality agreement and passes a background check.
Should I outsource ecommerce customer service?
If you or your team answer order emails at night, or replies wait until tomorrow, the work is ready to hand off. Start with what follows a written rule: order status, address changes, returns and refunds by policy, and listing fixes. Anything outside the policy comes back to you with a recommendation, so the judgment calls stay yours.
How is this different from hiring a virtual assistant?
You get one dedicated person who works only for your brand, on your hours, inside your software, and a Neon Link manager runs the account: pay, equipment, replacement if it comes to that, and a phone that gets answered. You never run offshore payroll or manage a freelancer alone. It is not a shared pool, a ticket queue or a 24/7 answering line.
How fast can someone start?
We start recruiting when you say go. You interview the finalist before anyone starts, and the start date is set with you once you pick the person. We would rather take the time to find the right fit than hand you whoever is free.
What if the person is not the right fit?
If the fit is wrong in the first 60 days, we swap them at no cost. After that, if they leave, we recruit the replacement at no charge and manage the handover. Training on your process runs at the normal monthly rate.
Do we have to sign a long contract?
No. Month to month is available on every plan. The 6-month plan trades a longer commitment for a lower monthly rate. A written quote at the published rate is held for 30 days.
Related pages
- Remote Receptionist: Customer calls, emails and chats in your business name, scheduling, account questions, follow-ups and same-day logging, on your US business hours.
- Executive and Admin Assistant: Inbox and calendar, scheduling, records and CRM upkeep, orders and invoices, routine customer and vendor questions and a weekly report.
1 US customer service representative, fully loaded: ~$5,110/mo How we calculate this
Or describe your week
and watch your team draft itself.
The sixty second scope on our homepage reads what is drowning you and drafts your team, the first moves, and the number.
Try the sixty second scope