Back-office outsourcing for the work behind your support queue
Claims, order fixes, data clean-up and admin pile up behind every support team. We take that work on with a written process, a daily turnaround target and double-checked samples.
Back-office work we take on
Orders and claims
- Order entry, edits and cancellations
- Lost and damaged parcel claims with carriers
- Chargeback evidence packs
- Warranty and insurance claim admin
Data and catalogue
- Product listings and catalogue updates
- Price and stock updates across channels
- CRM and helpdesk data clean-up
- Data entry from forms, PDFs and emails
Finance admin
- Invoice and purchase order matching
- Refund reconciliation
- Supplier follow-ups
- Month-end preparation tasks you define
How we run a back-office process
- Week 1
Write it down
We record how your team does the task today and turn it into a step-by-step guide you sign off.
- Week 2
Time it
We run the task on real work and time it, so pricing comes from data, not guesses.
- Week 3
Check it
A second person checks a sample of every batch. Errors go back into the guide.
- Ongoing
Report it
A daily count of work done and waiting, and a weekly accuracy score.
Turnaround and accuracy targets
Every task gets a written target before it goes live. These are typical starting points, which we confirm after the two-week time study.
| Task | Typical turnaround | How we check accuracy |
|---|---|---|
| Order edits and cancellations | Same business day | Second person checks 1 in 10 orders |
| Carrier claims for lost or damaged parcels | Filed within 2 business days of the customer report | Claim pack checked against each carrier's evidence list |
| Chargeback evidence packs | Ready 3 business days before the card network deadline | Every pack reviewed by a team lead |
| Catalogue and price updates | Within 1 business day of your request | Live listing compared with your source sheet |
| Invoice and purchase order matching | Daily batch | Mismatches flagged to you, never adjusted by us |
Systems we work in
Agents use your logins with the narrowest permissions that still let them finish the task.
Shopify admin and Amazon Seller Central for orders and listings. Carrier portals such as Royal Mail, Evri, DPD, UPS and FedEx for claims. Stripe, PayPal and Shopify Payments dashboards for disputes. Xero and QuickBooks for invoice matching, with view-only access unless you decide otherwise. HubSpot, Salesforce, Airtable and Google Sheets for data work.
When a task needs a decision that belongs to your team, such as a refund above the agreed limit or a supplier dispute, the agent prepares the case and hands it to you in Slack or your helpdesk. Agents don't make calls outside the written process.
Back-office questions
How do you price back-office work?
By the agent hour to begin with. After the two-week time study, you can switch to a price per task if your volumes are steady.
Can the same team do support and back office?
Yes. Many clients fill quiet hours on the support queue with claims or data work, which keeps the team busy and lowers your cost per task.
Do you handle payment card data?
No. We work around card data by design, using your payment provider's dashboard for refunds and never storing card numbers.