You will get Shopify customer support for orders, shipping, returns & refunds
Project details
I help Shopify and e-commerce brands manage customer support, inboxes, tickets, order tracking, returns, refunds, complaints, and post-purchase communication across email, live chat, phone, and tools like Zendesk.
If your customers are asking “Where is my order?”, requesting refunds, complaining about delayed delivery, or contacting different channels for the same issue, I can help bring structure, calm communication, and proper follow-up into your support process.
I can support your business with email support, live chat support, Zendesk ticket handling, CRM updates, order follow-ups, customer complaint de-escalation, returns/refunds communication, and clear support reporting.
My focus is not just to reply quickly, but to make sure every customer receives a clear, helpful, and professional response. I review the issue, check the available details, document the interaction, follow your SOPs, and follow up when needed.
This helps reduce repeated questions, missed follow-ups, incomplete ticket notes, delayed responses, and customer frustration.
If your customers are asking “Where is my order?”, requesting refunds, complaining about delayed delivery, or contacting different channels for the same issue, I can help bring structure, calm communication, and proper follow-up into your support process.
I can support your business with email support, live chat support, Zendesk ticket handling, CRM updates, order follow-ups, customer complaint de-escalation, returns/refunds communication, and clear support reporting.
My focus is not just to reply quickly, but to make sure every customer receives a clear, helpful, and professional response. I review the issue, check the available details, document the interaction, follow your SOPs, and follow up when needed.
This helps reduce repeated questions, missed follow-ups, incomplete ticket notes, delayed responses, and customer frustration.
Purpose
BusinessIndustry
Beauty & Cosmetics, Business Services & Consulting, Ecommerce, Fashion & Apparel, Retail & WholesaleLanguage
EnglishWhat's included
| Service Tiers |
Starter
$40
|
Standard
$120
|
Advanced
$200
|
|---|---|---|---|
| Delivery Time | 2 days | 5 days | 7 days |
Number of Hours of Work | 5 | 20 | 40 |
Scriptwriting | - | - | - |
Summary Report | |||
Social Media Replies | - | - | - |
Email Support | |||
Live Chat Support | - |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$5 - $15
Additional Hour of Work
+$7
Live Chat Support
(+ 1 Day)
+$6
Zendesk & CRM Setup
(+ 2 Days)
+$50Frequently asked questions
About Immaculata
E-commerce Support | Shopify | Zendesk | Orders | Returns & Refunds
Lagos Island, Nigeria - 2:52 pm local time
In my previous Shopify e-commerce customer support role, I:
❖ Handled 30–50 customer interactions daily across phone, email, WhatsApp, and in-person support
❖ Achieved a 90%+ first-contact resolution rate
❖ Maintained 98% CRM documentation accuracy
❖ Kept priority response times below two hours
❖ Introduced follow-up calls that reduced repeat complaints
❖ Completed two years of remote support with zero missed deadlines
❖ Reduced duplicate and incomplete CRM records by 25% through consistent data hygiene
How I will support your store:
◆ Email, Live Chat & Phone Support
Clear, professional replies that match your brand tone and give customers useful answers instead of generic responses.
◆ Order Tracking & Shipping Updates
Checking order details, reviewing tracking information, explaining delays clearly, and following up until the customer receives a proper update.
◆ Returns, Refunds & Exchanges
Handling post-purchase requests according to your policies while keeping customers informed and records properly documented.
◆ Zendesk Ticket Management
Organizing tickets, updating notes, prioritizing urgent issues, escalating complex cases with full context, and closing resolved tickets properly.
◆ Customer Complaints & De-escalation
Using empathy, patience, and clear communication to calm frustrated customers while protecting your store policies and customer relationships.
◆ CRM, Inbox & Support Documentation
Maintaining accurate customer records, tracking open cases, reducing missed follow-ups, and documenting recurring issues such as shipping delays, damaged products, payment concerns, or unclear policies.
◆ Payment & Order Support
Helping customers with payment questions, order issues, cancellations, and other post-purchase concerns while checking the available information before responding.
◆ Post-Purchase Follow-Up
Following up on unresolved orders, complaints, returns, and other customer issues so cases don't get forgotten after the first response.
I also run my own business, Angelventure, an importation and dropshipping store I've operated since 2021. That means I understand what it takes to manage customers, coordinate logistics, follow up consistently, and keep daily operations organized because I do it for my own business, not just as an employee following instructions.
I don't believe good customer service means simply replying quickly. The response also needs to move the customer closer to a resolution.
When handling an issue, I review the customer's message, check the available order or account information, explain the next step clearly, document the interaction properly, and follow up when necessary.
I'm experienced with Zendesk, HubSpot, Shopify, Gmail, Google Sheets, Excel, Slack, and other support and communication tools. I'm comfortable following existing SOPs, macros, return policies, escalation procedures, and brand guidelines while learning new workflows quickly.
My approach is calm, professional, and practical, especially when dealing with delayed deliveries, damaged products, refunds, returns, payment questions, and frustrated customers.
If you need someone who can take ownership of customer conversations, keep your support queue organized, and make sure customers don't have to repeat themselves, I'd be happy to help.
Send me your support channels, average ticket volume, and the main customer issues you're dealing with, and let's discuss how I can support your team.
Steps for completing your project
After purchasing the project, send requirements so Immaculata can start the project.
Delivery time starts when Immaculata receives requirements from you.
Immaculata works on your project following the steps below.
Revisions may occur after the delivery date.
Discovery & Task Alignment
I review your goals, support channels, tools, customer issues, brand tone, and priorities so I can understand your workflow before handling customer communication.
Access & Workflow Setup
I review your inbox, CRM, Zendesk, Shopify, SOPs, macros, policies, and customer history so the support process is clear before I begin responding.