Delivery standard
70% reduction in WISMO ticket volume through proactive order status updates and self-service enablement
What this service is designed to deliver when deployed inside your workflow.
Digital Customer Experience (CX)
Ecommerce Order Ops Outsourcing for UK Companies.
WISMO queries, returns processing, and inventory updates are burying your team. Offload repetitive order operations to Nairobi — Shopify, Magento, and WooCommerce trained, from £8,400 per agent per year.
9:00–18:00 UK time (GMT+3)
|EOR or Managed Services
|7–14 days from signed agreement
Overview
What is Ecommerce Order Ops?
Ecommerce order operations outsourcing covers the full post-purchase workflow: order tracking queries (WISMO), returns and exchanges processing, inventory updates, shipping exception handling, and back-office catalogue maintenance. Treba deploys agents in Nairobi who work directly inside your ecommerce platform and helpdesk, handling the high-volume, process-driven tasks that consume your UK team's time.
Typical client
UK DTC ecommerce brands and marketplace sellers with 500+ orders/day who are drowning in WISMO tickets, returns processing, and catalogue updates during trading peaks
At a glance
How Treba delivers.
The operating facts behind ecommerce order ops: delivery standard, team shape, and compliance model.
Typical team size
3–12 agents per client, scaling 2–3x during peak trading periods (Black Friday, January sales)
Scaled to project load and pipeline.
Compliance model
UK GDPR aligned — IDTA framework
Legal and data-transfer structure for the engagement.
UK loaded cost
£36,312/yr
Customer Support Agent
The challenge
Why UK companies struggle with ecommerce order ops.
WISMO — 'Where Is My Order?' — accounts for 30–50% of all ecommerce support tickets. Each one costs £3–£5 to handle and adds nothing to customer satisfaction; it just confirms the order is in transit. Meanwhile, your returns queue is growing because nobody has time to process RMAs, restock inventory, and update your catalogue. During peak trading periods, ticket volume doubles but your headcount doesn't. UK agency temps cost £15–£20/hr, take 2 weeks to train, and leave after Christmas. The result: 48-hour response times, negative Trustpilot reviews, and customers who buy from Amazon next time because at least the tracking works.
Outcomes
What you'll achieve.
See the shift from UK in-house benchmarks to Treba delivery outcomes.
Outcome
WISMO Ticket Volume
UK in-house
30–50% of all tickets
With Treba
< 10% (proactive updates)
Outcome
Returns Processing Time
UK in-house
5–7 business days
With Treba
1–2 business days
Outcome
Peak Season Staffing Cost
UK in-house
£15–£20/hr (UK agency temps)
With Treba
£4.40/hr (pre-trained agents)
Capabilities
What we deliver.
WISMO & Order Tracking Management
“Eliminate your biggest ticket category before it hits the queue.”
Returns, Exchanges & RMA Processing
“Process returns in 24 hours, not 7 days.”
Catalogue & Inventory Back-Office
“Keep your listings accurate without diverting your merchandising team.”
Meet Your Next Hire
“During Black Friday last year, I managed a 6-person team handling 2,400 tickets per day for a UK fashion brand. We maintained a 94% same-day resolution rate and processed 800 returns in 5 days. Their Trustpilot score actually went up during peak — from 4.1 to 4.3.”
JA
Janet A.
Ecommerce Operations Lead
Education
BCom Supply Chain Management, Kenyatta University
Certification
Shopify Partner Certified, Gorgias Helpdesk Certified
Experience
3–7 years in ecommerce order ops roles
Economics
UK loaded cost vs Treba.
Fully loaded comparison — Treba cost includes salary, Nairobi office, equipment, IT infrastructure, and full compliance. No hidden fees.
Save 79%
Remote from Nairobi
Content Moderator
Pre-vetted · Interview in 48hrs · Start in 7 days
UK Cost
£37,452
Treba Cost
£7,800/yr
You Save
£29,652/yr
How it works
How we deliver ecommerce order ops.
01
Discovery Call
Scope, volume, tools, compliance requirements. 1–2 days.
02
Talent Selection
Pre-vetted candidates matched to your brief. 3–5 days.
03
Tech & Compliance Setup
VDI/VPN access, NDA execution, DPA signing. 2–3 days.
04
Nest Training
2-week onboarding inside your systems with QA checkpoints.
05
Go Live
Full production. Weekly check-ins for first 30 days.
Engagement models
Two ways to work
with Treba.
Choose the model that fits your team. Switch anytime.
EOR (Employer of Record)
Managed Services
£17kAvg. annual
saving
saving
Your Treba team
James M.
KYC Analyst
Amina K.
Med. Transcriber
David O.
QA Tester
Total / yr£28,400
Compliance built in. Not bolted on.
UK GDPR + IDTA
International Data Transfer Agreement for lawful UK–Kenya data flows. Executed by legal counsel. Annual review.
Kenya DPA 2019
Modelled on EU GDPR. Regulated by ODPC. Enforceable. Equivalent protection.
ISO 27001-Aligned
Biometric access. Clean desk policy. CCTV. Network segmentation. No shortcuts.
Cyber Essentials
UK government-backed baseline cybersecurity certification. Audited annually. Public record.
Industries
Industries using this service.
Ecommerce Order Ops outsourcing for regulated UK industries.
Related services
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Browse all Digital Customer Experience (CX) services
View the full list of services in this pillar
FAQ
Frequently asked questions.
Keep reading
Before you outsource ecommerce order ops, read this.
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WE ARE TREBA
Start your ecommerce order ops pilot today.
Save £27,912 per year with a dedicated ecommerce order ops team in Nairobi. Pre-vetted professionals ready in 7–14 days. UK GDPR compliant.