We are looking for an experienced Refund Prevention Specialist to handle customers for an international women’s fashion e-commerce brand.
This is NOT a regular customer support role.
We need someone who is exceptionally good at handling angry and difficult customers over the phone, resolving complaints, preventing unnecessary refunds, and retaining customers.
The ideal candidate must have previous experience handling US customers, working with a Shopify-based e-commerce business, and working in US night shifts.
Key Responsibilities
- Handle refund, return, cancellation, exchange, delivery, sizing, product, and order-related issues through phone, email, and chat.
- Speak directly with angry, frustrated, and demanding US customers and de-escalate situations professionally.
- Identify the actual reason behind a refund request and find a solution that satisfies the customer while protecting company revenue.
- Proactively prevent unnecessary refunds and cancellations through effective negotiation and customer retention techniques.
- Offer appropriate solutions such as:
- Exchange
- Replacement
- Store credit
- Partial refund
- Discount
- Alternative product
- Other retention solutions within company policy
- Handle escalated customer complaints and difficult conversations independently.
- Maintain a strong balance between customer satisfaction and revenue protection.
- Investigate order issues by checking Shopify order information, tracking, product details, payment information, and customer history.
- Coordinate with warehouse, shipping, operations, and other teams to resolve customer issues quickly.
- Identify recurring reasons for refunds and recommend ways to reduce refund rates.
- Handle escalations professionally without unnecessarily transferring customers to other team members.
What We Are Looking For
This role requires a strong personality and exceptional communication skills.
The ideal candidate should:
- Have 1–5 years of relevant customer support / customer retention / refund prevention experience.
- Have worked with a Shopify-based e-commerce website.
- Have hands-on experience using Shopify for checking orders, customer information, fulfillment, refunds, cancellations, etc.
- Have previous experience handling US customers/clients.
- Have previous experience working in a US night shift.
- Be extremely confident handling customers over the phone.
- Be comfortable speaking with angry, aggressive, frustrated, or demanding customers.
- Have excellent spoken English with a neutral/clear accent.
- Possess strong negotiation, persuasion, and objection-handling skills.
- Be able to think quickly and make appropriate decisions during difficult customer conversations.
- Understand the difference between solving a customer's problem and simply giving a refund.
- Be target-oriented and comfortable working with customer-service and refund-related KPIs.
Mandatory Requirements
Candidates must meet these requirements:
- 1–5 years of relevant experience
- Shopify e-commerce experience
- International e-commerce experience
- Previous US customer handling experience
- Previous US night-shift experience
- Strong phone-based customer service experience
- Refund / return / cancellation handling experience
- Customer retention / refund prevention experience
- Excellent English communication
- Experience handling difficult or angry customers
Preferred
- Experience with an international women’s fashion/apparel brand
- Experience with Shopify Plus
- Experience with Gorgias, Zendesk, Freshdesk, or similar helpdesk platforms
- Experience handling chargebacks/disputes
- Experience with PayPal, Stripe, or Shopify Payments
- Experience working with fashion sizing, fit, delivery, and product-related complaints
Important
We are NOT looking for a regular customer support executive who simply processes refunds.
We are looking for someone who can:
Listen → Understand → De-escalate → Negotiate → Solve → Retain the Customer → Prevent the Refund
Pay: ₹30,000.00 - ₹40,000.00 per month
Application Question(s):
- How many years of experience do you have in customer support, customer retention, refund prevention, or dispute resolution?
- Have you worked with an International Shopify-based e-commerce company?
- Which Shopify-related activities have you personally handled?
Checking customer orders
Processing refunds
Processing cancellations
Handling returns/exchanges
Checking fulfillment/shipping status
Updating customer/order information
Resolving order issues
Shopify customer communication
None of the above
- Have you personally handled US customers over the phone?
- Have you previously worked a US shift?
- Which of the following have you handled?
Refund requests
Return requests
Cancellation requests
Angry customers
Escalated complaints
Delivery complaints
Damaged/wrong products
Product sizing/fit complaints
Chargebacks
Payment disputes
Customer retention
- Have you worked for an international fashion, apparel, retail, or e-commerce company? If yes, mention the company name and website.
Work Location: Remote
