Industry & Specialised department
Ecommerce operations, run as a department
The daily work of an online store piles up quietly: new products to list, prices to change before a sale, orders stuck on a payment check, returns waiting for a refund decision. Nexoryl runs that operational layer as a managed department, remotely inside your store platform, so the store stays accurate and your team can focus on growth.
The first button opens an email to info@nexoryl.com.
You bring
- Your store platform and admin access
- Product data, images and pricing rules
- Contacts at your fulfilment partner
Nexoryl runs
- Catalogue
- Orders and returns
- Pricing and promotions
- Store checks
- Reporting
You get
- Accurate listings and prices
- Order exceptions cleared daily
- A weekly store operations report
- Operating model
- A managed department with listing standards, a promotions calendar, an order exception playbook and a weekly report.
- Delivery model
- Remote. Work happens in your store admin, product data tools and helpdesk. No warehouse or fulfilment work.
- Usual starting scope
- Catalogue upkeep and daily order exception handling for one storefront.
- Typical roles
- An ecommerce operations lead, catalogue specialists and an order operations specialist.
- Runs inside
- Shopify, WooCommerce, BigCommerce or Adobe Commerce, plus your product data and helpdesk tools.
- Engagement
- A store operations audit, then a monthly retainer with agreed turnaround times.
Overview
What are ecommerce operations?
Ecommerce operations are the day-to-day tasks that keep an online store accurate and trading: product listings, prices and promotions, order and returns administration, store content, and the checks that catch errors before customers do.
They sit between marketing, which brings visitors in, and fulfilment, which ships the orders. When nobody owns them, the symptoms are wrong prices, products shown as available when they aren't, broken links and orders that stall without anyone noticing.
Nexoryl model
What does Nexoryl's Ecommerce Operations department do?
It runs your store's back office remotely: building and updating listings, scheduling prices and promotions, clearing order and returns exceptions, checking the storefront, and reporting what needs attention.
Fulfilment, warehousing and shipping stay with you or your fulfilment partner. Marketplace channels such as Amazon run through Marketplace Operations, and customer questions through Customer Support.
- Responsible for
- Catalogue and listings, product data quality, pricing and promotions, order and returns administration, storefront checks and store reporting.
- Not included
- Picking, packing, shipping, warehousing, physical stock counts and product photography.
- Connects to
- Marketplace Operations, Customer Support, Paid Media and Web Design & Development.
How the work flows
A product's life in your store.
Six stages the department runs for every product, from first listing to the weekly review.
- 01
Create
Product data, attributes and images assembled to your listing template.
- 02
List
Listing built, categorised and checked before it's published.
- 03
Price
Prices, promotions and bundles scheduled against your sales calendar.
- 04
Sell
Orders monitored and exceptions cleared every working day.
- 05
Return
Returns and refunds processed in the platform, to your policy.
- 06
Review
Errors, promotion results and return reasons reported weekly.
Where stores slip
Four problems that cost online stores money.
None of these are dramatic. They quietly reduce conversion and create customer complaints.
Listings with gaps and errors
- Shows up as
- Missing sizes, wrong attributes, broken images and products in the wrong collection.
- We look at
- Product data completeness and your listing template.
- What changes
- A listing standard and a weekly catalogue quality check.
Promotions that go live wrong
- Shows up as
- Discounts that start late, stack unexpectedly or never switch off.
- We look at
- How promotions are set up, tested and scheduled.
- What changes
- A promotions calendar with a test of every discount before launch.
Orders stuck in limbo
- Shows up as
- Payment holds, address problems and fraud flags waiting days for someone to look.
- We look at
- Order statuses, exception types and who resolves each one.
- What changes
- A daily exception queue with rules for each case, escalated to your team where needed.
Nobody watching the storefront
- Shows up as
- Customers report broken links, sold-out products still promoted, or a checkout error.
- We look at
- Storefront checks and how issues currently get reported.
- What changes
- Scheduled storefront checks, with code fixes routed to Web Design & Development.
What the department covers
Ecommerce operations services.
Everything that happens in the store admin. Nothing that happens in a warehouse.
Catalogue management
New and existing products kept accurate.
- New product listings
- Bulk product updates
- Collections and categories
- Product data quality checks
Product content
Listings that answer the questions buyers ask.
- Product titles and descriptions
- Attributes and variants
- Image upload and ordering from supplied assets
- SEO fields for product pages
Pricing and promotions
Prices and discounts that go live correctly.
- Price updates
- Discount and promotion setup
- Sale calendar scheduling
- Promotion testing before launch
Order and returns administration
Exceptions cleared before customers chase them.
- Daily order exception queue
- Payment and address issue handling
- Returns and refunds to your policy
- Coordination with your fulfilment partner by portal or email
Storefront checks
Problems found before customers find them.
- Link and page checks
- Availability and stock display checks
- Checkout testing
- Issue logging and routing
Reporting
A clear weekly view of store health.
- Weekly store operations report
- Catalogue health measures
- Order exception trends
- Return reason analysis
How remote delivery works
How an ecommerce operations engagement runs.
Standards come first, so every listing, promotion and refund is handled the same way whoever does it.
Step 1: Audit
Catalogue quality, promotions, order exceptions and storefront issues reviewed.
Step 2: Agree standards
Listing template, pricing rules, exception playbook and turnaround times agreed.
Step 3: Set up
Access, queues and trackers configured in your own tools.
Step 4: Operate
Daily queues worked and scheduled updates made within agreed hours.
Step 5: Review
A weekly report and a monthly review of what to change.
Nexoryl never handles physical goods. Picking, packing, shipping and stock on shelves stay with you or your fulfilment partner.
Scope and boundaries
What's included, and what stays with you.
The line is physical: if it involves touching a product, it isn't part of this department.
Included
- Product listings and catalogue updates
- Product content from supplied information and assets
- Pricing and promotion setup
- Order exception and returns administration
- Storefront checks
- Weekly reporting
Not included
- Warehousing, picking, packing and shipping
- Physical stock counts or inventory handling
- Product photography or sample handling
- Store theme development (Web Design & Development)
- Customer chat and email (Customer Support)
What you provide
- Staff or admin access to your store platform
- Product data, images and pricing rules
- Your returns and refund policy
- Contacts at your fulfilment partner
Tools and platforms
Where the work happens.
In your store platform and the tools connected to it.
- Store platforms
- ShopifyWooCommerceBigCommerceAdobe Commerce
- Product data
- AkeneoPlytixMatrixifySpreadsheet imports
- Orders and support
- ShipStationYour fulfilment partner's portalGorgiasZendesk
- Reporting
- Shopify AnalyticsGA4Looker Studio
Named as examples of tools we work in. They don't imply a partnership or certification.
Measurement
How an ecommerce operations department is measured.
Turnaround times and quality checks are agreed during setup and reported weekly.
Catalogue
- Listing completeness
- Listing error rate
- Time to publish new products
Pricing
- Promotions launched on time
- Pricing errors caught before customers
- Price changes made within agreed time
Orders
- Exceptions cleared within agreed time
- Age of the exception backlog
- Refunds processed on time
Storefront
- Issues found by checks versus by customers
- Broken links open
- Checkout tests passed
These are measurement categories, not promised figures.
Who does the work
The people running your store's back office.
Sized to catalogue size, order volume and how often products and prices change.
Ecommerce Operations Lead
Owns standards, the promotions calendar and the weekly report.
Catalogue Specialists
Build and update listings and keep product data clean.
Order Operations Specialist
Works the daily exception queue and processes returns and refunds.
A good fit when
- You add or change products every week
- Promotions regularly go live with mistakes
- Order exceptions sit for days
- The founder still does the store admin
Probably not the right fit when
- You need warehousing, packing or shipping
- You need product photography
- You need a new store built (see Web Design & Development)
Ways to start
Three ways to begin.
The audit shows where errors and delays are coming from before anything changes.
Store operations audit
Catalogue, promotions, order exceptions and storefront reviewed, with a prioritised fix list.
Catalogue clean-up
Listings, attributes and collections fixed as a scoped project.
Managed department
Day-to-day store operations on a monthly retainer with agreed turnaround times.
Fees depend on catalogue size, order volume and coverage hours, and are agreed after the audit.
Questions
Questions about ecommerce operations.
If your question isn't here, email us. Most answers depend on your platform and order volume.
What does an ecommerce operations team do?
It keeps an online store accurate and trading day to day: listing and updating products, setting up prices and promotions, clearing order exceptions, processing returns, checking the storefront and reporting problems.
Do you handle shipping or fulfilment?
No. Nexoryl never handles physical goods. Picking, packing, shipping and warehousing stay with you or your fulfilment partner; we coordinate with them online.
Which store platforms do you work with?
Shopify, WooCommerce, BigCommerce and Adobe Commerce, along with product data and order tools connected to them.
Can you upload and update products in bulk?
Yes, using your platform's import tools or apps such as Matrixify, with every bulk change checked before and after it goes live.
How do you handle order exceptions?
Through a daily queue with a written rule for each exception type: payment holds, address problems, fraud flags and stock issues. Anything outside the rules goes to your team.
Do you process returns and refunds?
Yes, in your store platform and to your policy. Physical returns are received and inspected by you or your fulfilment partner.
Can you write product descriptions?
Yes, from the product information you supply, written to your brand voice with product SEO fields completed.
What do you need from us to start?
Staff access to your store platform, product data and pricing rules, your returns policy, and contacts at your fulfilment partner.
Next step
Keep your store accurate without doing the admin yourself.
Tell us which platform you use and where things slip. We'll audit the store and show you what to take over first.