Customer service, returns and disputes for international e-commerce brands selling into Europe and Switzerland — without setting up your own entity, office or returns address.
Most brands selling into Europe lose customers not on price, but on the parts that happen after checkout.
Email, contact form and phone in German and English. We answer as your brand, within your tone and policies, on your service-level targets — not as an anonymous call centre.
A European returns address, inspection and disposition, refunds and exchanges processed to your rules. Swiss returns handled locally instead of being shipped back overseas.
Chargeback responses assembled and filed on time, evidence collected from your order and delivery records, recurring dispute causes reported back so they stop happening.
You remain the seller of record throughout. We operate the customer-facing side on your behalf under a written agency agreement.
Which markets, which languages, response times, returns rules, refund authority and escalation paths. Everything we will do on your behalf is written down before we start.
Your helpdesk, shop backend and order data. We work inside your tools where possible, so your records stay yours and nothing has to be migrated.
Enquiries, complaints, returns and disputes are answered in the customer's language, in your name, to the standards we agreed.
Monthly reporting on volumes, response times, return reasons and dispute outcomes — including what is going wrong and what we suggest changing.
Every engagement is quoted individually against the agreed scope. As a guide:
Monthly retainer based on expected ticket volume and languages, with a per-ticket rate beyond the included band.
Per return processed, plus a monthly fee for the European returns address and reporting.
Per dispute handled, with a reduced rate where we also handle the underlying customer service.
No setup fee. One month's notice on either side after an initial three-month term.
An Estonian private limited company providing outsourced customer operations to e-commerce businesses. Registered and operating from Tallinn.
| Legal name | Ecomresolve OÜ |
| Legal form | Osaühing (private limited company), Estonia |
| Registered office | Ahtri 12, 15551 Tallinn, Estonia |
| Registry code | 17574828 |
| VAT number | Not VAT registered |
| ecomresolve.eu@gmail.com |
We act for the seller side only. We do not act for both buyer and seller in the same transaction, and we do not operate a marketplace.
Client data remains the client's property. We use it solely to deliver the agreed services and never for our own commercial purposes or for other clients.
Payment processing, where applicable, is carried out through licensed third-party payment providers. Ecomresolve OÜ does not hold a payment services licence and does not provide payment services in its own right.
Summary versions below. The binding terms for any engagement are those set out in the signed service and agency agreement.
These terms govern services provided by Ecomresolve OÜ, Ahtri 12, 15551 Tallinn, Estonia ("EcomResolve") to business clients ("Client"). They apply in addition to the individually signed service agreement, which prevails in the event of conflict. Services are provided to businesses only; EcomResolve does not contract with consumers.
EcomResolve provides outsourced customer operations, which may include customer service, returns processing and dispute and chargeback management, and — where expressly agreed — acting as the Client's commercial agent for the sale of goods to end customers. The precise scope, service levels and markets are set out in the service agreement.
The Client remains the seller of record in respect of all sales to end customers. EcomResolve acts on behalf of the Client (seller side) only and does not act on behalf of end customers. EcomResolve does not take title to goods and does not operate a marketplace.
Where the service agreement provides for it, EcomResolve collects customer payments as the Client's commercial agent through licensed third-party payment providers and remits them to the Client in accordance with the agreed settlement cycle, less agreed fees. Refunds and chargebacks are debited in the first instance to EcomResolve and recovered from the Client under the service agreement. EcomResolve does not hold a payment services licence and does not provide payment services in its own right.
Fees are as set out in the service agreement. Invoices are issued monthly and payable within 14 days. Fees are exclusive of VAT where applicable. Where EcomResolve collects payments on the Client's behalf, agreed fees may be set off against amounts due to the Client.
The Client warrants that the goods it sells may lawfully be offered and delivered in the markets served, that its product information and claims comply with applicable law, and that it holds all required authorisations. The Client shall provide accurate order, delivery and product information and reasonable access to the systems required to deliver the services.
All customer and order data supplied by or generated for the Client remains the property of the Client. EcomResolve processes it solely to provide the agreed services, does not use it for its own commercial purposes, and does not disclose it to other clients or third parties except as required to deliver the services or by law. See the Privacy Policy.
Each party shall keep confidential all non-public information of the other party, during the engagement and after it ends, and shall impose equivalent obligations on its personnel and subcontractors.
EcomResolve is liable for intent and gross negligence without limitation. For slight negligence, liability is limited to foreseeable damage typical of this type of contract and, in aggregate per contract year, to the fees paid by the Client in the preceding twelve months. Liability for death, personal injury or under mandatory law remains unaffected.
Engagements run for an initial term of three months and continue thereafter until terminated by either party on one month's written notice, unless the service agreement provides otherwise. Either party may terminate for material breach not remedied within 30 days of written notice.
These terms are governed by Estonian law. The courts of Tallinn, Estonia have exclusive jurisdiction, without prejudice to mandatory provisions.
Ecomresolve OÜ, Ahtri 12, 15551 Tallinn, Estonia. Contact: ecomresolve.eu@gmail.com.
As processor. When we handle customer service, returns and disputes for a client, we process end-customer data on that client's instructions. The client is the controller; we act under a data processing agreement pursuant to Art. 28 GDPR. End customers should direct requests to the client, and we will forward any we receive.
As controller. We are the controller for data about our business contacts and website visitors.
This website sets no advertising or analytics cookies and embeds no third-party trackers.
We use service providers for hosting, email, helpdesk software and, where applicable, payment processing. Each is bound by a data processing agreement. We do not sell personal data. Where processing takes place outside the EEA, it is based on adequacy decisions or standard contractual clauses.
Enquiry data is retained for up to 24 months after last contact. Data processed for clients is retained per the relevant data processing agreement. Statutory retention periods (in particular accounting records) remain unaffected.
You have the right of access, rectification, erasure, restriction, data portability and objection, and the right to lodge a complaint with a supervisory authority — in Estonia, the Andmekaitse Inspektsioon (Estonian Data Protection Inspectorate).
EcomResolve invoices business clients monthly in arrears for services delivered. Where a service has not been delivered as agreed, the Client may raise the invoice within 14 days of receipt and we will correct or credit it. Engagements may be terminated as set out in the Terms of Service; prepaid amounts covering periods after termination are refunded pro rata.
Where we process returns or refunds on a client's behalf, we apply that client's published returns and refund policy. The contract for the goods is between the end customer and our client, who remains the seller of record. End customers should consult the returns policy of the shop they purchased from and may contact us at the address given there.
Where we manage disputes for a client, we respond within the card scheme deadlines using the evidence available. Scheme decisions are made by the issuing bank and are outside our control.
Ecomresolve OÜ
Ahtri 12
15551 Tallinn
Estonia
Registry code: 17574828
VAT number: not VAT registered
Email: ecomresolve.eu@gmail.com
Responsible for content: Ecomresolve OÜ, address as above.
Ecomresolve OÜ does not hold a payment services licence. Any payment processing referred to on this website is carried out by licensed third-party payment providers.
Send us your markets, your monthly order volume and where things currently go wrong. We'll come back with a scope and a price, or tell you we're not the right fit.
| Address | Ahtri 12 15551 Tallinn Estonia |
| ecomresolve.eu@gmail.com | |
| Hours | Mon–Fri, 09:00–17:00 CET |