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Customer support

A dedicated and responsive customer support team

A dedicated team answering on every channel you sell on, seven days a week: buyer messaging, quick issue resolution, and reviews, handled to each marketplace's standards and tailored to your brand.

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Responsive support on every channel

Our support team answers phones, marketplace messages, and email across every channel you sell on, seven days a week, and 99.8% of calls are answered on the first dial. A team of 15+ specialists, backed by our own support technology, handles every buyer professionally and to each marketplace's standard.

Quick issue resolution

Sub-15-minute average first response, and every issue is owned by one person to closure instead of bounced between systems or left to escalate. Delivery, damage, and order problems get resolved before they cost you a rating.

Marketplace-compliant support

Marketplace rules change constantly, from return windows and refund timing to packaging, labels, and how fast messages must be answered. Our team tracks every policy update and applies it the moment it lands, so customer conversations already follow the newest requirements. Your account health stays green and your listings stay active.

Customer review monitoring and response

Ratings and reviews watched across every channel and responded to fast, with recurring themes fed back into your listings and products so problems get fixed at the source.

Support tailored to your business

Your warranty terms, your escalation rules, your voice. We build a playbook per brand and service buyers by it, so every conversation sounds like you.

Transparent customer support

Every damage claim lands in your supplier portal with the customer's actual photos, alongside return rates, claim data, and what buyers are saying about your products. It is information most resellers never pass along. We share the same view we work from, so you always know exactly how your products are doing.

99.8%
Calls answered on the first try
<15 min
Average first response
7
Days a week
15+
Dedicated support staff
100,000+
Buyer issues resolved a year
14+
Marketplace channels supported
A Bison Commerce support team member

Your point of contact

A dedicated support team, accountable for your customers

  • Answer every channel, seven days a week

    Phones, marketplace messages, and email across every channel you sell on, with 99.8% of calls answered on the first dial.

  • Own issues to closure

    Delivery, damage, and order problems worked by one owner from first contact to resolution, never bounced between systems.

  • Guard ratings and account health

    Every response inside each marketplace's service standards, so support is never what puts your account at risk.

  • Service buyers by your playbook

    Your warranty terms, your escalation rules, and your brand voice, applied to every conversation.

  • Close the loop

    Recurring themes reported back and fed into your listings and products, so issues get fixed at the source.

Common questions

Questions suppliers often ask

How fast do you respond?
Under 15 minutes on average, seven days a week, with a team of 15+ dedicated support staff. 99.8% of calls are answered on the first dial.
Is support handled in our brand's voice?
Yes. We answer as your brand and to each marketplace's standard, so buyers experience one consistent voice.
What does support cover?
Buyer messaging pre-sale and post-order, order issue resolution, and review monitoring and response, across every channel you sell on.
How does support protect our marketplace account health?
Every marketplace scores sellers on response time and resolution. We staff to those standards on every channel, so service metrics are never what puts your account health, ratings, or Buy Box at risk.
Can support follow our own policies?
Yes. We build a playbook per brand covering your warranty terms, escalation rules, and tone of voice, and service every buyer by it.
Do you handle returns and replacements too?
Yes. Support owns the buyer conversation, and our reverse-logistics team handles the physical side: returns, replacements, and damage claims, end to end.

Ready to grow your brand on every marketplace?

Tell us about your catalog and your goals. We will tell you, honestly, where the opportunity is.

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