Retail / E-commerce & DTC
Run the whole order desk without adding headcount
Evos operators run your DTC back office end to end — orders out the door, returns closed, tickets answered, channels healthy, chargebacks fought. They work inside your OMS, helpdesk, and Seller Central, live in 24 hours.
- Order fulfillment
- Support desk
- Returns
- Channel health
- Chargebacks
The reality
The order desk only scales by hiring another person to babysit the same five tabs.
A DTC ops person lives in the OMS, the helpdesk, the return portal, Seller Central, and the processor dashboard at once. An order needs a carrier picked and a label cut. A buyer wants to know where their parcel is. A return lands and someone has to decide restock or quarantine before the refund clears. A listing gets suppressed and account health starts ticking down. A chargeback comes in with a 7-day clock, and pulling tracking, delivery confirmation, and the buyer-message history takes longer than the case is worth.
None of it is hard. All of it is constant, and it does not wait. The queue refills overnight, spikes on every promo, and every exception is a context switch. So the only lever anyone has ever had is another headcount — and a second person watching the same five tabs does not make the work go away, it just spreads it thinner.
The operators on the desk.
- 01
01
E-commerce operations
Takes each order from the OMS, validates the shipping address, reserves inventory, picks the carrier, generates the label, and pushes tracking to the customer.
See the operator60% of e-com ops work off the team
- 02
02
Customer service desk
Works the inbound queue across email and chat — traces a missing parcel with the carrier, answers WISMO and sizing questions, and reships or resolves without bumping it to a human.
See the operator70% of tier-1 contacts resolved autonomously
- 03
03
Returns & reverse logistics
Runs the return from the portal request — checks eligibility against policy, issues the label, dispositions the item to restock or quarantine, and processes the refund or exchange.
See the operator−55% of returns-desk effort off the team
- 04
04
Marketplace & channel operations
Watches listings across Amazon, Walmart, and Shopify — catches a suppressed listing or pricing-compliance flag, fixes the root cause, and resubmits for reinstatement before account health drops.
See the operator−35% of channel-ops admin off the team
- 05
05
Fraud & chargeback management
Works the fraud-review and dispute queue — pulls tracking, delivery confirmation, and buyer messages, drafts the representment, and submits to the processor inside the 7-day window.
See the operator−60% of dispute-desk work off the team
The after
Five operators run the desk; your team handles the exceptions worth a human.
Orders ship, returns close, tickets get answered, channels stay live, and disputes get filed on time — without anyone watching the queue.
- 60% of e-commerce ops work runs off the team's plate
- 70% of tier-1 contacts resolved without an escalation
- Chargebacks disputed inside the window with the evidence that wins
The operators in detail.
What each does, its purpose, and the performance you can expect. See the full catalogue.
5 / 5 operators
| № | Operator | Industry | Sub-industry | Description | Purpose | Exp. performance | Example |
|---|---|---|---|---|---|---|---|
| 001 | E-commerce operations | Retail | E-commerce & DTC | Owns order lifecycle, fulfillment coordination, and carrier management end to end | Orders ship on time, every time | −60% of e-com ops work off the team | Order placed, inventory reserved, carrier selected, label generated, tracking pushed to customer |
| 002 | Returns & reverse logistics | Retail | E-commerce & DTC | Owns returns intake, disposition decisions, and refund or exchange resolution | Returns closed fast with max recovery | −55% of returns-desk effort off the team | Return requested, eligibility checked, label issued, item dispositioned, refund processed |
| 003 | Customer service desk | Retail | E-commerce & DTC | Owns all inbound customer contacts across channels and resolves end to end | Customer issues resolved without escalation | −70% of tier-1 contacts resolved autonomously | Missing parcel reported; operator traces, engages carrier, resolves or reships |
| 004 | Marketplace & channel operations | Retail | E-commerce & DTC | Owns listings, pricing compliance, and seller-account health across marketplaces | Channel accounts healthy, listings live | −35% of channel-ops admin off the team | Suppressed listing detected, root cause identified, corrected, resubmitted for reinstatement |
| 005 | Fraud & chargeback management | Retail | E-commerce & DTC | Owns fraud review queue, dispute responses, and recovery end to end | Chargebacks disputed and recovered | −60% of dispute-desk work off the team | Chargeback filed; operator pulls evidence, drafts response, submits to processor |
Put the order desk on autopilot
We map your OMS, helpdesk, and channel accounts and have the operators running in 24 hours.