Tech Support Desk · E-commerce customer support

Customer support that keeps up with your order volume.

Dedicated agents who answer order, delivery, returns and payment questions in your help desk and shop back-end, including marketplace messages, with a person checking every reply.

Start a 2-week pilot All about the Tech Support Desk

The situation

Where is my order, I want to return this, my payment failed. Hundreds of times a day, and every one is a review waiting to happen.

Webshops and marketplace sellers in the Netherlands and Belgium live on reviews and repeat purchases. Support volume follows order volume, spikes in Q4 and on sale days, and most tickets are the same ten questions. Shops either hire too many seasonal agents or let response times slip exactly when customers are judging them.

Haven Teams supplies dedicated e-commerce support agents who work in your help desk and shop platform. They resolve order-status, delivery, returns and refund requests following your policies, handle bol.com and Amazon buyer messages within the platforms' deadlines, flag fraud and chargeback risks and keep your response times inside marketplace and review-platform expectations.

Volume spikes you cannot staff

Black Friday, Sinterklaas and Christmas multiply tickets for a few weeks a year.

Marketplace response deadlines

bol.com and Amazon measure your response time and penalise slow sellers.

Returns and refunds eat margin

Inconsistent decisions on returns and goodwill cost money and still annoy customers.

What your Haven team does

Fast, consistent answers that protect your reviews.

Answering order-status, delivery and tracking questions in your help desk and shop back-end
Processing returns, exchanges and refunds following your policy and margin rules
Handling buyer messages and claims on bol.com, Amazon and other marketplaces within their response windows
Resolving payment and checkout issues with your payment provider's tools
Flagging suspected fraud, chargebacks and abuse patterns to you
Responding to reviews and social messages using your tone of voice, with a person checking every reply

Tools we work in

Help desks such as Zendesk, Gorgias, Freshdesk and Trengo; shop platforms including Shopify, WooCommerce, Lightspeed and Magento; marketplace seller tools for bol.com and Amazon; carriers' portals such as PostNL, DHL and bpost; payment tools from Mollie, Adyen and Klarna.

At a glance

From: €1,400 per team member per month
Hours: EU business day as standard; extended hours by arrangement
Pilot: 2-week pilot at half the fee

Pricing

FAQ

Questions we get asked

Can agents respond to Dutch customers?

Written replies in Dutch are produced using your templates and translation tools and checked by a person before sending; the same applies to French for Belgian customers. Phone support in Dutch or French is not offered at launch, so we recommend written channels for the offshore team.

Can you cover weekends and Q4 peaks?

Yes. Seven-day written coverage is available with a shared rota once a team is established, and we plan extra capacity for Q4 with you in September.

How do you make returns and refund decisions?

Your policy is written into a decision guide during onboarding, including goodwill limits and when to involve you. Agents follow it consistently, and exceptions are escalated to your team.

Do you handle marketplace claims and ratings?

Yes. Agents answer buyer messages and claims within bol.com and Amazon deadlines, document cases for A-to-Z or return disputes and monitor your seller metrics so problems are caught early.

Tech Support Desk

Other sectors and tasks

Each page explains how the same desk works for a different kind of organisation.

MSPs & IT service providers

L1 engineers in your PSA and RMM, working your ticket queue to your SLAs, under your brand.

Put dedicated support agents on your shop for two weeks.

Real customers, your help desk, with response and resolution measures agreed upfront. Half the monthly fee, credited if you continue.

Start a 2-week pilot