BACK OFFICE · RUN BY A NAMED OPS LEAD
Ecommerce back office outsourcing for Amazon, Walmart and Shopify brands
We take the behind-the-scenes work of your store off your team's desk and run it to written procedures, with a named lead and a fixed monthly fee.
Inside Ops Desk from $1,499 a month · Store Care from $399 a month for smaller stores
Quick answer
Ecommerce back office outsourcing hands the behind-the-scenes work of a store to an outside team: catalog data, order exceptions, reimbursement claims, invoice and payout checks, supplier follow-up and reporting. Ecom Relays does this inside Ops Desk, from $1,499 a month, with a named ops lead, written procedures and no seat rental.
What back office work we take on
Back office work is everything a customer never sees but every margin depends on. This is what we run, and how often.
| Task | What it involves | How often | Plan |
|---|---|---|---|
| Catalog and listing data | Titles, attributes, prices and variants kept correct and in sync across channels; suppressed or unpublished listings fixed | Daily | All Ops Desk tiers |
| Order exceptions | Failed, split and stuck orders cleared; address problems fixed before labels print | Daily | All tiers |
| Marketplace cases | Cases opened and chased with Amazon Selling Partner Support and through Walmart Seller Center support | As needed | All tiers |
| Reimbursement claims | Lost, damaged and refunded-but-not-returned units claimed and tracked, with no commission | Monthly, inside each marketplace's window | All tiers |
| Purchase order follow-up | Supplier confirmations, ship dates and documents chased; inbound shipments tracked to arrival | Daily | All tiers |
| Payout reconciliation | Payouts matched to orders, fees and refunds, so you know what each deposit contains | Daily refresh in Profit and Cash Pulse | All tiers |
| 3PL and supplier invoice checks | Invoices checked against contracts, rate cards and activity | Monthly | Growth and Scale |
| Reporting | Weekly KPI summary and a written monthly report, with the source on every number | Weekly and monthly | All tiers |
Claims and payout reconciliation get a closer look, because that is where small sums go missing month after month.
Reimbursement claims
Amazon reimburses many lost or damaged FBA units, but only if someone files the claim in time. Claims for units lost or damaged in fulfillment centers are due within 60 days of the item being reported lost or damaged, and since Mar 31, 2025 they are reimbursed at manufacturing cost, not sale price. A busy team rarely checks every month. We do, with no commission on what comes back. The rules are set out on FBA reimbursements.
Payout reconciliation
A deposit is not a sales figure. Since Mar 12, 2026, Amazon in the US has held funds until seven days after delivery (Amazon's notice, as quoted by sellers), and every payout nets off fees, refunds and reserves. Reconciling each payout to its orders is how you spot a missing refund credit or an unexpected fee before the month closes. Margin and cash views are covered on profit and cash reporting.
What a day of back office work looks like
Every business day ends with a work log you can read in two minutes. This is the kind of entry it holds (Illustrative · sample figures).
| Time (Central) | Task | Result | Waiting on |
|---|---|---|---|
| 9:20am | Order exceptions, all channels | 6 cleared: 4 address fixes, 2 split shipments | Nothing |
| 10:05am | Walmart listings | 2 unpublished items fixed (missing attribute); resubmitted | Walmart review |
| 11:40am | Amazon case | Case opened for an inbound shipment received short by 24 units | Amazon reply |
| 1:15pm | PO follow-up | Supplier confirmed ship date for PO-2207; documents filed | Nothing |
| 3:30pm | Payout reconciliation | Yesterday's Shopify payout matched; one refund fee queried | Shopify reply |
| 4:45pm | Price change | Proposed price for SKU-311 after a fee change, with margin effect | Your approval |
Illustrative · sample figures
The last column is the one that matters to you. Anything waiting on you is listed every day, so nothing stalls quietly.
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Read the transcript Captions are on screen Characters are fictional. Voices are AI-generated.
What we do not do
We run operations data, not your books. Bookkeeping, tax filing, payroll, legal work and warehouse labor stay with the people who do them today. We work alongside your bookkeeper and send clean, reconciled data, with the source of every figure.
Product research and sourcing are not part of the back office either. Those sit in Full Relay, our managed store service, for owners who want them.
Seat rental or a managed back office?
The difference is who manages the work. With seat rental, you buy hours and still direct the person. With a managed back office, a named lead owns the result, writes the procedures and covers absences.
| Seat rental (hourly VA or BPO seat) | Ops Desk (managed back office) | Dedicated Ops Team | |
|---|---|---|---|
| Who manages the person | You | Our named ops lead | Our team manages; the people work only on your business |
| How you pay | By the hour or seat | A fixed monthly fee: $1,499, $2,499 or from $4,499 | Each resource's salary at cost, shown on every invoice, plus $399 a month per resource |
| Cover when someone is out | Depends on the provider | The pod covers | Replacement at no extra fee |
| Procedures | Yours to write | Written in your workspace during the 14-Day Ops Foundation | Agreed KPIs, tracked by our team |
| Response standards | Varies | Written, with a 10% credit | Agreed schedule overlapping US business hours |
Choose Ops Desk if you want the work done to a written scope and measured. Dedicated Ops Team fits brands that want named full-time people whose whole job is their business. A longer comparison is on VA vs agency vs ops team, and the Cost of Chaos calculator puts a figure on what the work costs you today.
Where the team is, and how your data is protected
Ecomrelays LLC is a Texas company. Part of our team works outside the US, as one managed team with a named US-facing lead.
Your data is protected the same way on every plan:
- Isolated, per-client work environments on company-managed devices.
- Multi-factor authentication on every account, named users only and the least access the work needs.
- Never your owner password: access you authorize in Seller Central on Amazon, a limited role on Walmart with Admin kept by you and collaborator access on Shopify.
- No bank, payout or legal-entity permissions.
- Access removed within 24 hours when someone leaves the team or the work ends.
- NDA and Data Processing Addendum ready to sign.
The detail is on security and access.
How much does ecommerce back office outsourcing cost?
Back office work runs inside Ops Desk, from $1,499 a month, or inside Store Care from $399 a month for smaller stores. Both are fixed fees, never a percentage of your sales or ad spend.
| Plan | Price | Back office scope |
|---|---|---|
| Ops Desk Launch | $1,499 a month | One channel: catalog, order exceptions, cases, claims, PO follow-up, payout reconciliation, reporting |
| Ops Desk Growth | $2,499 a month | Two channels, plus 3PL and supplier invoice checks, support and returns |
| Ops Desk Scale | From $4,499 a month | Three channels, a dedicated pod and a weekly operating review |
| Store Care | $399 or $699 a month | Smaller stores: listing upkeep, messages, reorder alerts and claims |
| Extra work | $75 an hour | Anything outside the written scope, quoted and approved in writing first |
Ops Desk starts after the 14-Day Ops Foundation ($1,500 or $2,500). Monthly plans have a 3-month first term, then run month to month with 30 days' notice by email; no exit fee. Repeat tasks can be automated with Relay Modules. Every price is on Pricing.
Founding offer: 20% off launch fees, add-ons and the Foundation, plus 20% off monthly plans for the first 6 months, for our first 25 clients or until Jan 31, 2027, whichever comes first.
How to start
- Get a free Profit Leak Scan. Grant read-only access and receive a written report within 48 hours of working access, including where manual hours go. No sales call required.
- Run the 14-Day Ops Foundation. We interview the people doing the work today and write the procedures in your workspace.
- Ops Desk goes live in week 3, and your named ops lead takes the work over.
What you can check before you sign
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Published scope and prices.
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Written response standards with a credit: a first reply within 4 business hours, urgent issues within 1 hour and a 10% credit in any month under 95%.
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A sample work log and a sample monthly report, labeled as samples.
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Our security and access practices.
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Ecomrelays LLC, 597 Mountcastle Dr, Rockwall, TX 75087. +1 (469) 331-3129.
How much does ecommerce back office outsourcing cost?
Inside Ops Desk, from $1,499 a month for one channel, $2,499 for two and from $4,499 for three, after a one-time Foundation of $1,500 or $2,500. Smaller stores can use Store Care from $399 a month. All are fixed fees. Work outside the written scope is $75 an hour, quoted first.
Do you rent us a dedicated person by the hour?
No. On Ops Desk, a named lead and a pod own the work and cover for each other, for a fixed monthly fee. If you want named full-time people who work only on your business, Dedicated Ops Team offers that, managed by us, with each salary passed through at cost.
Where is your team?
Ecomrelays LLC is a Texas company. Part of our team works outside the US, as one managed team with a named US-facing lead. We work 9am to 6pm US Central, Monday to Friday, and your lead is named in your proposal before you sign.
Will you do our bookkeeping?
No. We reconcile operations data, such as payouts to orders and invoices to contracts, and hand clean data to your bookkeeper. Bookkeeping, tax filing and payroll stay with them. That way the data reaches them already reconciled, with the source of every figure.
Who has access to our accounts?
Named users with multi-factor authentication and the least access the work needs, on company-managed devices. Never your owner password. We take no bank, payout or legal-entity permissions, and access is removed within 24 hours when someone leaves the team or the work ends.
How do we hand work over to you?
During the 14-Day Ops Foundation we interview the people who do the work today and write each procedure in your workspace. You approve the procedure index before go-live. From week 3, your named ops lead runs the work to those procedures, and you can see the daily log.
How fast do you reply?
A first reply to client requests within 4 business hours, and urgent issues within 1 hour, 9am to 6pm US Central, Monday to Friday. If fewer than 95% of first replies in a month meet the 4-hour standard, you get a 10% credit on that month's fee.
Can we start with part of the back office?
Yes. Start with one channel on Ops Desk Launch, or with a single Relay Module for one job, such as 3PL invoice checks or stock sync. You can add channels or tiers later, from the next billing month, once we agree it in writing.
Every other service is on the services page.
Sources4 sources
- 01ecomengine.comvendor; checked Oct 20, 2026Vendor
- 02spscommerce.comsellers' report of Amazon's DD+7 notice; checked Oct 20, 2026Primary
- 03help.shopify.comchecked Oct 20, 2026Primary
- 04marketplacelearn.walmart.comchecked Oct 20, 2026Primary
Amazon, Walmart and Shopify are trademarks of their owners; Ecom Relays is not affiliated with them.
Next step
See where your team's hours go.
The free Profit Leak Scan prices manual work in founder hours a week alongside fees, stock and claims. Written report within 48 hours of working read-only access. No sales call required.
A real person replies within one business hour, 9am to 6pm US Central, Monday to Friday.