TecronixTecronix

Retail & eCommerce

Protect margin and promise-keep-from CX and refunds to catalog, chargebacks, and marketplace compliance-with staffing or outcome SLAs, QA, and dashboards.

Problems We SolveCapabilitiesStart an RFP
Typical Pain Points
  • Refund/adjustment leakage and callbacks driving DSAT
  • Catalog/content defects (attributes, images, taxonomy) causing returns
  • Peak season surge planning; WISMO & promise-keep gaps
  • Chargebacks/fraud disputes with low win-rate and poor evidence
  • Marketplace policy violations and take-down risks
  • Fragmented reporting; metric definition drift across teams
Roles We Staff
  • CX agents (voice/chat/email), Social response, WISMO desk
  • Orders/refunds/returns desk; warranty & replacements
  • Catalog ops, listing QA, content moderation for UGC/reviews
  • Fraud/chargebacks analysts; evidence assembly; network rules
  • Marketplace compliance & appeal desk (Amazon, eBay, etc.)
  • QA reviewers, knowledge authors, WFM & reporting analysts
StaffingManaged Services

Outcomes & Examples

  • Refund/adjustment accuracy , callbacks via policy-aligned macros
  • Catalog defect rate ; return reasons tracked to attribute root cause
  • Promise-keep with proactive comms; WISMO deflection
  • Chargeback win-rate with network-aligned evidence kits
  • Policy compliance ; takedown risk ; faster reinstatement
  • Unified dashboards with drill-to-evidence tiles
Case StudiesCompare Models

Controls & Compliance

  • Defect taxonomy tied to policy/version with examples
  • AQL sampling; calibration cadence; reviewer FP/FN analysis
  • Evidence kits for disputes and marketplace appeals
  • Change control for macros, policies, and content standards
Trust CenterIncident ResponseSub-Processors

Tooling Ecosystem

  • Commerce: Shopify, Magento, BigCommerce, Salesforce Commerce
  • CX/CRM: Zendesk, Salesforce Service, Kustomer
  • Fraud/Payments: Stripe, Adyen, Riskified, Sift, Signifyd
  • Marketplaces: Amazon Seller Central, eBay, Walmart, Etsy
  • BI & Docs: Power BI/Tableau/Looker; SharePoint/Confluence evidence

KPIs We Track

  • Refund accuracy; callback rate; DSAT
  • Catalog defect rate; return reasons (attributed)
  • Promise-keep; EDD variance; WISMO deflection %
  • Chargeback win-rate; TAT; evidence completeness
  • Marketplace violation rate; reinstatement cycle-time
  • Definition adherence; audit ask turnaround
Model
Staffing

CX, refunds, catalog ops, and marketplace compliance with QA sampling.

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Model
Managed Services

Outcome SLAs (accuracy, win-rate, deflection) with dashboards and evidence.

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Model
Consulting

Diagnostics to design refund playbooks, catalog QA, and chargeback kits.

Diagnostics

Protect margin. Delight customers.

Well propose staffing or outcome SLAs for CX, refunds, catalog, and chargebacks.

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