GLOBAL NOVA SERVICES
Everything your e-commerce support team should handle.
Global Nova helps e-commerce brands with daily customer support, phone coverage, dispute handling, reporting and operational support. The service is built for brands that want customer issues handled properly without building a large internal team.
24h SLA
across support channels
85-90%
dispute win rate target
2-3 days
typical onboarding time
SERVICES OVERVIEW
Support, disputes and operations in one place.
Each service is designed to reduce friction for your customers and give your team more control over what is happening inside the support operation.
01
Email, chat and social support
Daily customer questions handled in your brand voice, across the main channels your customers use.
Email support
Live chat
Social DMs
02
Phone support
Real phone coverage for customers who need immediate reassurance or want to speak to a person.
Inbound calls
Customer reassurance
Chargeback prevention
03
Dispute handling
Support for PayPal, Stripe and chargeback cases, including evidence, deadlines and case follow-up.
Evidence collection
Deadline tracking
Processor protection
04
Proactive outreach
Customers are contacted before delays, stock issues or shipping problems turn into complaints.
Delay updates
Shipping communication
Refund reduction
05
Reporting
Daily, weekly and monthly updates show what is happening, what keeps returning and what can improve.
Ticket trends
Friction points
Revenue impact
06
IT and integrations
Support for custom workflows, Shopify apps, SaaS solutions and integrations when your setup needs more.
Shopify apps
CRM integrations
Custom workflows
CUSTOMER SUPPORT
Support that feels like part of your own team.
Global Nova agents are trained on your brand voice, policies, order process and support rules. This keeps the customer experience consistent, even when the volume grows.
- Email, live chat, phone, social DMs, SMS and WhatsApp
- Clear replies within a 24-hour or less SLA
- Support handled with context, not copy-paste answers
DISPUTE HANDLING
Protect revenue before issues become bigger.
Disputes often happen because customers feel ignored or uninformed. Global Nova combines proactive communication with structured dispute handling, so PayPal and Stripe cases are managed properly.
- Refund requests, claims and chargebacks handled quickly
- Evidence packets prepared for open cases
- Deadlines tracked inside Gaia Desk
PHONE SUPPORT
Give customers a real person to reach.
Phone support helps customers feel safer when buying from an online brand. It can also calm frustrated customers before a simple question becomes a complaint or dispute.
- Professional agents answering calls on your behalf
- Better buyer confidence for e-commerce stores
- Helpful for high-intent customers and urgent issues
GAIA DESK
One system for tickets, disputes and customer history.
Gaia Desk is Global Nova's in-house CRM ecosystem. It brings support channels, dispute tracking and quality control together, so the team can work faster and clients can stay informed.
- Omnichannel support in one queue
- Dispute tracker for PayPal and Stripe cases
- Reporting and quality checks built into the workflow
IT SUPPORT
Custom solutions when standard tools are not enough.
Some brands need more than support agents. Global Nova can also help with custom Shopify apps, SaaS solutions and integrations that make the support operation run smoother.
- Tailor-made Shopify app development
- Custom SaaS and workflow solutions
- Integrations between tools and support systems
HOW IT WORKS
A simple way to hand over support without losing control.
The setup is built around your existing operation. Global Nova first understands your store, policies and support needs, then trains the team and goes live.
01
Discovery
We look at your current support volume, channels, common issues and customer experience.
02
SOP setup
Your policies, tone of voice, refund rules and workflows are turned into clear support guidelines.
03
Integration
Support channels, tools and Gaia Desk are connected so the team can work with the right context.
04
Go live
The team starts handling tickets, calls and disputes while you receive updates and reporting.
PRICING LOGIC
Fair monthly pricing based on
support volume.
Global Nova's support pricing is based on the average number of daily customer emails and proactive reach-outs. This keeps the service scalable for smaller stores and growing brands.
Included in the monthly price
Customer support, dispute handling and payment processor protection are included. There are no setup fees, CRM license fees or per-dispute charges in the standard model.
Built to scale up or down
As your store grows, the monthly tier can grow with your volume. Higher-volume brands can discuss a custom plan based on channels, coverage and operational complexity.
GET IN TOUCH
Need support that is actually handled?
Global Nova can help you take customer support, phone coverage and dispute handling off your plate, while keeping the process clear and measurable.
© Global Nova
Customer support, dispute handling and operations for e-commerce brands.