Help shoppers complete the purchase
Live chat and phone support for product, size and payment questions — while the basket is still open.
- Product and sizing advice
- Payment and checkout help
- Promotions and vouchers
Home / Industries / Retail & Ecommerce
Industry
Customer care that turns orders into loyalty
Multilingual order, delivery and returns support for online shops, marketplaces and retail brands — busy seasons included.
The order journey
With your customers from checkout to doorstep — and back
Answer “where is my order?” before it’s asked
Order changes, cancellations and proactive updates, so customers always know what happens next.
- Order changes and cancellations
- Proactive status messages
- Address corrections
Fix delivery problems quickly
Late, missing or damaged parcels handled with your carriers — and customers kept informed.
- Carrier follow-up
- Missing and damaged parcels
- Redelivery booking
Make returns easy — and save the sale
Returns, exchanges and refunds processed to your policy, with offers to exchange instead of refund.
- Return and exchange requests
- Refund status
- Save-the-sale offers
Connect online and in-store service
Store questions, click-and-collect and loyalty programmes supported in one consistent voice.
- Click-and-collect support
- Loyalty programme questions
- Store and stock enquiries
Ready for peak seasonExtra trained agents for sales, holidays and launches.
Who we work with
Built around how you sell
Online shops & D2C brands
Fashion, beauty, home and electronics brands selling directly to customers in several countries.
Marketplaces
Buyer and seller support, disputes and onboarding for multi-vendor platforms.
Omnichannel retailers
Store chains that need one service team across web, app and in-store.
We work in your ecommerce platform, helpdesk and carrier portals — Shopify, Zendesk, Gorgias and similar.
Peak season
Ready for your busiest weeks
Sales events, holidays and product drops can multiply contacts overnight. We plan peak capacity with you, train extra agents in advance and prepare ready-to-use answers for the questions every customer asks.
“Will it arrive before the weekend?”“Can I change my size?”“When will I get my refund?”
Plan your peak support →
Shoppers served in their own language
Native and fluent speakers from our Cairo hub, for every market you ship to.
EnglishGermanFrenchItalianSpanishDutchPolishSwedishArabic
Multilingual solutions →
FAQ
Questions retail and ecommerce teams ask us
Can you work in our ecommerce platform and helpdesk?
Yes. Our agents work in your store platform, helpdesk and carrier portals with the access you define.
Can you scale up for sales and holidays?
We plan peak capacity with you, train extra agents ahead of time and scale back after the season.
Do you handle returns and refunds?
Yes — following your returns policy, including exchanges and save-the-sale offers where you want them.
Can you also help with sales?
We can run live chat on product pages, abandoned-cart follow-up and outbound campaigns.
How quickly can a team go live?
It depends on volumes, languages and systems. We agree a launch plan after the discovery meeting, often starting with a pilot.
Let’s talk about your shoppers
Tell us where your order journey needs support — we’ll show you how a SundSpeak retail team would work for your brand.
Talk to a retail specialist →Talk to a retail specialist
Tell us about your shop and customers — orders, delivery, returns or loyalty — and we’ll show you how a SundSpeak team would support them.
- Orders, delivery & returns
- Works in your store & helpdesk
- Peak-season capacity
- Reply within one business day