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Digital Services
for Your E-Commerce

Successful online sales don’t end with the sale itself. Customer inquiries, payment processing, credit notes, returns communication, order reconciliation, system maintenance, and reporting all need to be managed reliably on a daily basis. With Apiando’s Digital Services, you can outsource precisely these operational back-office processes. We’ll handle your digital workflows behind the scenes.

Market leaders trust Apiando

Apiando partner logo AECE Pour Homme
Apiando partner logo 1. FC Köln
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Apiando partner logo CTI brands
Apiando partner logo Happy Horse
Apiando partner logo TJURE
Apiando partner logo isi
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Apiando partner logo Oettinger
Apiando partner logo Razor Group
Apiando partner logo Rosenbauer
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Customer Service – Payments – Back Office

Outsource your e-commercebackoffice

With Apiando’s Digital Services, you can easily outsource the operational tasks involved in your online sales. We handle first-level customer service, payment processing, credit notes, complaints, return communications, system reconciliations, and regular reporting. This ensures that customer inquiries, orders, payments, and service processes are managed centrally, transparently, and reliably. Combined with fulfillment, Shopify, Amazon account management, and marketplace management, this creates a complete e-commerce operation from a single source.

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About Us

+50

Employees

+10

Years of experience

+15k

qm2 Logistics space

+100

Customers

An overview of all digital processes

Our digital services
for your e-commerce business

Apiando supports manufacturers, retailers, and brands with all operational service processes related to digital sales. From customer support to payment processing and returns communication, as well as store operations, system processes, and reporting, these services can be booked individually or integrated into a comprehensive Selling-as-a-Service model.

Customer Support

  • First-level customer service
  • Order & Delivery Inquiries
  • Support for Online Stores & Marketplaces

Payments & Credits

  • Coordinate payment processes
  • Credits & Refunds
  • Keeping an eye on business processes

Returns Communication

  • Returns & Complaints
  • Send status information transparently
  • Reconcile refunds

Store Operations

  • Manage product data and content
  • Support promotions and campaigns
  • Oversee day-to-day shop operations

System processes

  • Connect your store, ERP, and payment systems
  • Monitor interfaces
  • Coordinate data flows effectively

Reporting

  • Analyze Sales & Orders
  • Support & Returns KPIs
  • Clear recommendations for action

E-commerce Customer Service

Outsource first-level customer support

Fast and professional customer service is crucial for customer satisfaction, reviews, and repeat purchases. Apiando handles first-level customer support for your online store, Amazon account, and other e-commerce channels. We handle inquiries regarding orders, delivery status, returns, complaints, credit notes, and general customer concerns. In doing so, we ensure clear communication, fast response times, and reliable handling of day-to-day operations. This allows you to relieve your internal team and ensure that your customers receive professional support even as order volumes grow.

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From payments to refunds

Payment Process: Managing E-
s Effectively

In e-commerce, payments, credit notes, and refunds must be processed reliably and transparently. Apiando supports you with operational payment processes, refunds, credit notes, reconciliations, and coordination between your online store, marketplaces, payment providers, and fulfillment partners. Especially when dealing with multiple sales channels, complex workflows can quickly arise. We help you clearly structure these processes and manage them efficiently during day-to-day operations. This reduces errors, saves time, and provides transparency regarding open transactions, refunds, and customer-related payment processes.

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Running Your Online Store


's Operational Managementof Your Store

An online store requires ongoing maintenance, technical monitoring, and operational support. Apiando supports you in the day-to-day operation of your D2C store—from product management and content updates to promotions and campaigns, as well as system optimization and performance reporting. We ensure that your store isn’t just online, but is actively managed, maintained, and further developed. This keeps your digital sales channel up-to-date, functional, and focused on growth.

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Customer-friendly – transparent

Manage returnsdigitally with

Returns and complaints are among the most sensitive processes in e-commerce. Customers expect clear information, fast processing, and a straightforward solution. Apiando supports you with digital communication and the operational management of these processes. We coordinate inquiries, review cases, reconcile credit memos, and ensure that returns information is processed seamlessly between customer service, fulfillment, and the sales channel. This makes your returns management not only more efficient but also more customer-friendly and transparent.

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More about returns

Impressions that count more than words

At home in KOBLENZ
at home in the world

Yannik Weissenfels
COO at Apiando
LET'S GET TO KNOW EACH OTHER.

Ready for growth?

As a certified JTL consultant with a 360° all-round view of your digital business, I'm here for you.

TEL:+49 (0) 261 953297-0
E-MAIL: info@apiando.com
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420+

Support for platform processes

OPERATIONS
s for Marketplaces

Amazon and other marketplaces come with their own requirements, processes, and communication channels. Apiando supports you with operational service and back-office tasks related to your marketplace channels. This includes first-level customer support, communication with platforms, ticket processing, troubleshooting, policy compliance, account management, and the coordination of processes related to inventory, orders, and returns. This ensures your marketplace business remains operational, even as operational inquiries, platform notifications, or customer cases increase.

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About Us
Certified service partner of JTL-FFN
Certified service partner of JTL-WAWI
Official JTL partner

Shop – Payment – Fulfillment

Seamlessly integrate e-commerce systems with

A professional e-commerce operation can only function if the systems involved work together reliably. Apiando helps you coordinate and manage shop systems, payment providers, ERP systems, fulfillment processes, and marketplace integrations. We ensure that relevant information—such as orders, payment statuses, returns, credit notes, customer data, and shipping information—is processed accurately. This results in stable workflows and less manual coordination.

Learn more about IT Solutions

Transparency during operation

Reporting, KPIs, and
s Monitoring

When you outsource operational processes, you need complete transparency. Apiando provides regular reports on customer inquiries, orders, returns, payment processes, revenue, conversion rates, performance, and operational measures. Our analyses show which processes are running smoothly, where there is room for improvement, and what steps make sense to take next. This allows you to maintain control over your e-commerce operations without having to delve into every operational detail yourself on a daily basis.

Learn more about Value-Added Services

Industries We Drive

Customized fulfillment solutions for various product categories. Efficient, flexible, and scalable.

Consumer Goods

Fashion
Cosmetic products
Toys & games
Garden products

From fashion to toys. Flexible fulfillment processes for fast-moving product lines.

Food & Nutrition

Supplements
Beverages
Dietary supplement
Pet food

Sensitive products with high standards for storage, shipping, and reliability.

Electronics & Household

Electronics
Household products
Bedding
Miscellaneous
Consumables

Structured processes for products that require explanation, high-value products, or high-volume products.

Your growth partner

With hands-on
To your success

At Apiando, every detail counts. Our distinctive hands-on approach has always been the basis of our work and will remain so. For you, this means that we listen carefully, understand your goals, and develop customized sales strategies and logistics solutions that truly suit your business. Thanks to short decision-making processes, we act quickly, pragmatically, and flexibly—always with a full commitment to your growth.

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COO Yannik Weissenfels & CEO Marvin Stammel

FAQ: Digital Services

Apiando defines "Digital Services" as operational digital services related to e-commerce operations. These include first-level customer service, payment processing, credit notes, returns communication, store processes, marketplace communication, system integration, and reporting.
No. Customer service is an important part of it, but digital services go beyond that. In addition, we can handle payment processing, credit notes, returns communication, store operations, system integrations, and operational back-office tasks.
Yes. Apiando handles first-level customer support for online stores, Amazon, and other sales channels. This includes inquiries regarding orders, delivery status, returns, complaints, and credit notes.
Apiando supports operational payment processes, credit notes, refunds, and reconciliations in e-commerce. The exact setup depends on your systems, payment providers, and approval processes.
Yes. These services can be used individually or as part of a comprehensive "Selling-as-a-Service" model. For example, you can outsource just customer service, just payment processing, or the entire back-office operations to Apiando.
Apiando can support digital services for online stores, Amazon, marketplaces, payment systems, ERP processes, and fulfillment integrations. The specific integration is verified during setup.
At the outset, access rights, points of contact, responsibilities, approvals, and escalation procedures are defined. Apiando then takes over the agreed-upon operational tasks and provides regular reports on status, KPIs, and opportunities for optimization.
Yes. Digital services are a central component of Selling as a Service. They ensure that not only sales and fulfillment run smoothly, but also that customer service, payment processing, returns communication, and reporting are handled professionally.
Yannik Weissenfels

Fancy growth?

Yannik Weissenfels

Your contact: Yannik Weissenfels, COO
I'm here for you!

Yannik Weissenfels, COO
I'm here for you!

Tel: +49 (0) 261 953297-0
E-mail: info@apiando.com
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