Diana A.

E-commerce Customer Support Manager | Chargebacks & Fulfillment

Protect Your Revenue and Take Control of Your E-commerce Operations High growth e commerce and dropshipping businesses can lose significant revenue through supplier delays, fulfillment problems, payment disputes, fraud, parcel exceptions, refunds, and unmanaged customer service queues. I specialize in backend e commerce operations, customer support management, fulfillment monitoring, payment disputes, fraud review, and revenue protection. My goal is simple: identify problems early, resolve them quickly, protect your revenue, and keep your store running smoothly. 💎 Why Clients Hire Me 📦 Fulfillment, Supplier and Order Monitoring I monitor orders from processing through delivery and identify issues before they become customer complaints. I have experience dealing with different dropshipping companies, suppliers, fulfillment providers, and sourcing agents, giving me a strong understanding of supplier communication, order processing, fulfillment delays, stock issues, incorrect shipments, damaged orders, and shipping concerns. I know how to follow up, escalate issues, and push for the appropriate resolution while keeping customers informed. 🚚 Parcel Exception and Delivery Monitoring Using ParcelPanel and other tracking platforms, I monitor shipments for: • Parcel exceptions and failed delivery attempts • Expired or inactive tracking • Packages stuck in transit • Customs or carrier delays • Delivered but not received cases • Packages ready for pickup • Returned to sender shipments • Unusual tracking inactivity I identify these issues early and coordinate the appropriate action, whether that means carrier follow up, customer notification, reshipment, refund, or supplier escalation. ⚠️ Disputes, Chargebacks and Payment Risk I proactively monitor and manage disputes across platforms such as Klarna, Mollie, PayPal, Stripe, Shopify Payments, Afterpay, and Visa or Mastercard dispute portals. I can handle: • Dispute monitoring • Evidence collection • Order and fulfillment documentation • Tracking and proof of delivery • Customer communication history • Refund records • Dispute deadlines • Evidence submissions • Escalations and resolutions My focus is to reduce preventable losses while helping protect your payment processing relationships and merchant health. 🎧 Customer Service Management and QA I don’t just answer tickets. I can monitor, audit, train, and manage customer service teams to maintain: • Fast response times • Low ticket backlogs • Consistent brand communication • Proper refund handling • Correct escalation procedures • High quality customer interactions • Strong CSAT performance I have experience with Gorgias, Zendesk, Re, Richpanel, Intercom, Salesforce, Commslayer, Klaviyo, phone, live chat, and email support. 💰 Refund and Revenue Recovery I handle refunds according to store policies while looking for opportunities to prevent unnecessary refunds and resolve customer concerns before they become disputes. When disputes occur, I gather relevant evidence including order details, fulfillment information, tracking, delivery confirmation, customer conversations, refund history, and other supporting documentation. 🔄 Subscription and Retention Management I help manage recurring revenue by handling: • Cancellations • Skips • Swaps • Failed payments • Retention opportunities • Subscription complaints Experience includes Loop Subscriptions, Skio, and Recharge. 🛡️ Fraud and High Risk Order Monitoring I manually review suspicious and high risk orders to identify unusual purchasing behavior, mismatched information, excessive refund activity, and potential friendly fraud. This helps reduce unnecessary losses and gives your team better visibility into potentially risky transactions. 🛠️ Tech Stack E Commerce and Fulfillment: Shopify, DSers, AutoDS, CJ Dropshipping, Zendrop, different dropshipping companies, suppliers and fulfillment providers Customer Support and CRM: Gorgias, Zendesk, Re, Richpanel, Intercom, Salesforce, Commslayer, Klaviyo Subscriptions: Loop Subscriptions, Skio, Recharge Payments and Disputes: Shopify Payments, PayPal, Stripe, Klarna, Mollie, Afterpay, Visa and Mastercard Dispute Portals Logistics and Tracking: ParcelPanel, ShipSidekick, ShipStation, Track123, 17TRACK Communication: ZenCall, RingCentral, Slack, VoIP systems 🚀 What I Can Take Off Your Plate If your store is dealing with supplier delays, parcel exceptions, expired tracking, packages ready for pickup, unresolved disputes, chargebacks, refund issues, fraud, or customer service backlogs, I can step in and take ownership. I focus on identifying problems before they become expensive problems. I can help you maintain better control over your customers, suppliers, fulfillment, parcels, refunds, disputes, and customer service operations so you can focus on growing your business instead of constantly dealing with backend issues. Click Message or Invite to discuss how I can support your e-commerce!