What it is: an AI-powered e-commerce operations platform — a 30-module admin system covering the operational surface of a D2C brand or marketplace.
Orders and fulfilment. Order dashboard, order detail, fulfilment status, shipping and tracking, exceptions and stuck orders, COD confirmation queue.
Returns and refunds. Return requests, approval workflow, reverse pickup tracking, refund processing, return reason analytics.
Catalogue. Product master, listing management across channels, pricing and offers, inventory view, content quality checks, bulk operations.
Customer support. Ticket queue, conversation view across channels, macros and canned responses, AI-drafted replies, escalation, CSAT capture.
Seller / vendor operations. Seller onboarding, performance scorecards, payouts, compliance and document tracking.
Analytics. Sales, returns rate, support load, first response time, top complaint drivers, channel performance.
AI layer. Ticket auto-triage and routing, AI-drafted responses for agent approval, WISMO automation, return-reason classification, listing quality suggestions, demand anomaly flags.
The e-commerce operations problem is not any single task — it is that the same person is switching between a marketplace seller panel, a courier dashboard, a helpdesk and three spreadsheets. eCommOps is the single surface, with the AI taking the highest-volume repetitive decisions.
D2C brands past the point where one person can run operations, and marketplaces managing seller ecosystems.
Marketplace and storefront channels, courier and logistics partners, payment gateways, helpdesk and messaging channels, and ERP or accounting systems. Specific connectors are confirmed per engagement — never assume a connector exists.
Configuration and channel connection (1–2 weeks) → data sync and validation (1 week) → team training (2–3 sessions) → pilot on one channel → full rollout.
Festive peaks run 3–5x normal volume. Capacity, AI containment thresholds and support staffing are planned before the season, not during it.
See 09_Pricing/05_Rate_Card_SaaS.md.
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