We get the grind behind every order.
When campaigns spike, inboxes flood, and product pages need fixing, revenue leaks through slow replies and messy ops.
An eCommerce VA keeps the engine tidy — tickets answered, listings accurate, orders tracked — and spots issues early (stock mismatches, failed payments, dodgy codes) so problems don’t snowball. They coordinate with 3PLs and couriers, chase ETAs, and keep PDPs, macros and promo pages current, so your team can ship, scale, and create — not wrestle with tabs and spreadsheets.
What a eCommerce VA actually handles
An eCommerce VA’s job is to keep your store humming and customers happy. In practice, that means:
Inbox &
Ticket triage
Prioritise, tag, and route support; draft on‑brand Tier 0–1 replies across email/chat/DMs so nothing slips.
Orders, returns
& logistics
Check statuses, lodge investigations, create/track RMAs, coordinate with 3PL/couriers, and close the loop with customers.
Product pages
& catalogue
Upload SKUs, edit copy/specs, resize images, update variants/availability, and fix broken links/bundles.
Promos, content & merchandising
Schedule banners/collections, swap hero tiles, prep FAQs, refresh best‑sellers, and keep sale pages tidy.
Weekly reporting
& cadence
Volumes, first‑response time, top issues, store fixes, and a simple weekly plan the team can follow.
Is this the right move?
Great fit if...
You want AEST/AEDT coverage with overlap during support peaks and drops.
You can share store/CRM logins, policy docs, and examples of brand voice.
You’re happy to approve macros, refund rules, and what to escalate.
Not ideal if…
You need warehouse pick/pack or in‑person tasks.
You can’t provide access to systems or a clear returns/exchange policy.
You expect pricing, legal, or public statements without your approval.
How an AI-equipped eCommerce VA ramps in 90 days
What typically changes by Week 4
01
Before Day 1 — Pre-training and setup
-
Custom‑train from your stack (Shopify/Woo/Klaviyo/helpdesk), policies, tone, and escalation paths.
-
Build a prompt kit for brand voice, refund/exchange logic, and response macros.
-
Confirm channels (email/chat/DMs), coverage windows, and guardrails for approvals.
-
You start with a 30‑day plan and a shortlist of quick‑win fixes to approve.
02
Days 1–7 — Orientation + quick wins
-
Stand‑up cadence (daily brief + priorities + promo calendar sync).
-
Inbox clean‑up: tags, folders, autoresponders, and response targets.
-
First assists: reply drafts, friendly rewording, and order‑status chases.
-
Store tidy: fix obvious PDP errors, broken links, and missing images.
Outcome: 1–2 quick wins live; tone and approval flow confirmed.
03
Days 8–30 — Take over the repeatables
-
Own Tier 0–1 tickets during overlap; chase carriers/3PL for updates.
-
Catalogue hygiene: consistent titles, specs, images, and variant logic.
-
Accelerators: auto‑summaries of tickets, action extraction, refund templates.
-
Feedback loop: log top CX friction, theme bugs, and “save the sale” ideas.
By week 4, response times drop, tickets feel lighter, and PDP errors stop stealing revenue.
04
Days 31–60 — Systemise and stabilise
-
SLAs and routing rules baked into everyday habits.
-
Weekly snapshot: volumes, CSAT themes, where we sped things up, what needs a decision.
-
Content hygiene: versioned macros, promo calendar, and tidy asset folders.
Outcome: fewer dangling tickets, faster handovers, clearer patterns to fix upstream.
05
Days 61–90 — Uplift and optimisation
-
Tighter approvals loop — more decisions prepped, fewer parked.
-
Peak‑trading checklists (launches/holidays/warehouse delays) with coverage plans.
-
Light analytics on cadence (busy windows, repeat questions, macro performance) and recommendations..
-
Review and refresh of templates/workflows to remove friction and reduce repeats.
By Day 90:
first response time ↓, CX escalations ↓, PDP/admin errors ↓, and your “busywork time” is cut meaningfully.
Built for Australian teams
made in the Philippines
Why work with Virtuali
You get a trained eCommerce admin who works in your hours, mirrors your voice, and scales with promos — while we handle hiring, onboarding, payroll/HR/leave, backup, and First‑90‑Days Fit (replacement at no placement fee).
Start part‑time or full‑time; switch as needed.
Virtuali VA
,500 AUD
10
$
in annual savings
Includes all admin fees. estimated, results may vary
Local EA hire (AU)
,100 AUD
10
$
Estimated yearly cost
When you hire locally. Includes basic salary, other admin costs and benefits like super, leaves, etc. Source: Glassdoor
Cut eCommerce Admin costs by 40%+
(and keep your store in rhythm)
Industries we've worked with
Frequently asked questions
Match in 2–5 biz days
90-day fit guarantee
Shadow Week included
Pay-As-You-Go