We Handle Support.
While You Focus on Growth.

24/7 multilingual team handling chats, emails & disputes.

Making your brand run smoothly at any scale.

No commitment. 30 minutes. Real answers.

< 3 min Avg. Response Time

24/7 Customer Coverage

Est. 2022 Serving Brands Since

< 1.5% PayPal Dispute Rate

Introduction

Learn a little bit about us.

We are an agency that helps fast-growing e-commerce brands deliver fast, reliable, and human customer care across email, chat, and chargeback channels.

Our multilingual team handles complex support tasks, from negotiating refunds to resolving PayPal, Klarna, and Shopify disputes, while keeping customer satisfaction reliably high.

With proven metrics such as a consistent < 1.5% PayPal dispute rate and response times under 3 minutes among our client base.
We give brands the confidence to scale without worrying about back-end support quality.

Headquartered in Belgrade, Serbia, we combine European talent, strong communication skills and operational discipline to help online stores deliver world-class service.

Our Objectives

Why United Support?

Shared Success Through Partnership

Our objective is to deliver fast, multilingual customer support that keeps customers satisfied, reduces disputes, and helps brands scale confidently.

We combine human expertise with AI-enhanced workflows to resolve issues quickly, maintain strong metrics, and provide transparent reporting.

Our goal is to act as a long-term partner that protects your brand, improves efficiency, and supports your growth at every stage.

We...

Deliver fast, reliable customer support

Maintain response times under 2 minutes across chat and email channels.

learn how!

Reduce and prevent disputes

Keep PayPal, Klarna, and Shopify dispute rates consistently below high-tier treshold.

learn how!

Maintain high customer satisfaction

Achieve 85%+ CSAT through human, empathetic, and solution-focused communication.

learn how!

Improve first-contact resolution

Resolve 70–85% of cases on the first touch using optimized workflows and AI-assisted tools.

learn how!

Reduce operational workload for clients

Handle 90–100% of support volume, allowing brands to focus entirely on marketing, product, and growth.

learn how!

Provide transparency through reporting

Send weekly performance reports with metrics such as response time, resolution rate, dispute trends, and refund outcomes.

learn how!

... and more!

Our Services

What sets us apart.

24/7 COVERAGE

Timely and Professional Support

Who is this for?

For brands that need consistent, reliable support even when their internal team is offline.

Ideal for stores with global traffic, evening peaks, or frequent after-hours inquiries.

What this includes?

Custom support hours: business hours, extended coverage, or full 24/7 if requested.
Scheduling aligned with your customer time zones and peak activity.
Guaranteed response-time targets to keep customers satisfied.
Smart coverage planning based on your actual ticket volume.
You choose the exact amount of support — full control, no unused hours.

What are the results?

No more missed tickets overnight or during weekends.
Customers get fast, consistent replies at any time of day.
Lower frustration and fewer escalations to PayPal/Klarna.
Support coverage that matches your real business rhythm.

Get started!

E-Commerce Expertise

Negotiation-Based Refunds & Customer Resolution

Who is this for?

For Shopify, Amazon and WooCommerce brands with frequent refund requests or complex customer issues.

Ideal for teams that want to protect margins, avoid unnecessary refunds, and keep their reputation strong.

What this includes?

Handling refunds, returns, exchanges and complex issue resolution.
Negotiation-first approach to reduce unnecessary refunds.
Professional tone that maintains and protects your brand image.
De-escalation of frustrated customers before they reach PayPal/Klarna.
Follow-up communication to ensure customers feel taken care of.

What are the results?

Fewer refunds issued purely out of convenience.
Higher retained revenue from successful negotiations.
Customers feel heard and respected, even when saying “no”.

Get started!

Account Health & Disputes

PayPal | Klarna | OceanPayment

Who is this for?

For brands facing rising disputes, chargebacks or processor limitations.

Ideal if you rely heavily on PayPal, Klarna or similar processors and can’t risk account instability.

What this includes?

End-to-end dispute management and evidence preparation.
Playbooks that reduce chargebacks and protect your standing.
Clear tracking of dispute outcomes and processor communication.
Preventative actions to stop disputes before they happen.
Support focused on maintaining healthy processing limits.

What are the results?

Lower dispute and chargeback rates over time.
Reduced risk of sudden account holds or limitations.
More predictable cash flow and safer scaling.

Get started!

Measurable Performance

Daily / Weekly Reporting

Who is this for?

For founders and leaders who want clear visibility into support performance.

Perfect if you make decisions based on data, not gut feeling, and want to track real impact.

What this includes?

Daily/weekly summaries of tickets handled and cases resolved.
Tracking key metrics: response time, refunds, disputes, resolution rate.
Custom reporting aligned to your business goals and KPIs.
Identification of trends, recurring issues and risk signals.
Clear visibility into how support impacts revenue and loyalty.

What are the results?

No guessing — you always know what’s happening in support.
Faster decisions based on real numbers, not assumptions.
Early detection of issues before they turn into bigger problems.

Get started!

Cross-Language Support

English • German • Dutch • Spanish • French

Who is this for?

For brands serving international customers or expanding into European markets.

Ideal when language quality directly impacts trust, conversion rates and review scores.

What this includes?

Fluent, natural communication across all supported languages.
Handling inquiries, complaints, sales questions and refunds.
Language coverage matched to your key markets.
Consistent brand voice in every language.
Reduced misunderstandings that create disputes or bad reviews.

What are the results?

More trust from international customers.
Higher conversion rates in non-English markets.
Fewer disputes caused by simple miscommunication.

Get started!

Reputation Management

Managing Reviews & Brand Image

Who is this for?

For brands that want a clean, trustworthy review profile across major platforms.

Especially useful if negative reviews or poor response handling are hurting your image.

What this includes?

Monitoring reviews on Trustpilot, Google, Yotpo and other key platforms.
Fast, professional responses to negative reviews.
Encouraging genuine positive reviews from satisfied customers.
Identifying recurring issues that impact your reputation.
Strategies to gradually improve your overall rating and trust.

What are the results?

Stronger online reputation that supports your ads and organic traffic.
More 5-star reviews and fewer unaddressed complaints.
Higher trust when new customers research your brand.

Get started!

AI-Assisted Workflow

Automation for Speed & Accuracy

Who is this for?

For brands that want faster responses and higher quality without losing the human touch.

Ideal for scaling teams with high ticket volume who need efficient workflows.

What this includes?

AI-assisted drafting, tagging and routing of incoming tickets.
Automated follow-ups that keep conversations moving.
Error and tone checks for more accurate, on-brand replies.
Faster first responses with human review built in.
Automation that supports your team — never replaces it.

What are the results?

Shorter response times without burning out your team.
More consistent tone and fewer mistakes across channels.
Support operations that scale smoothly as volume grows.

Get started!

Scalable Partnership

We Scale With You

Who is this for?

For brands experiencing growth, seasonal spikes or fluctuating support volume.

Ideal if you need a flexible partner who can adjust quickly without disrupting operations.

What this includes?

Increasing or decreasing support hours based on your needs.
Adding more agents or languages as your business grows.
Workflow optimization during peak seasons or campaigns.
Smooth scaling supported by continuous communication with your team.
A long-term partnership built around flexibility and reliability.

What are the results?

Support that grows with you instead of holding you back.
Less chaos during spikes, launches and promotions.
A partner who understands your brand and stays with you long-term.

Get started!

Industries We Support

Your industry covered.

Shopify Stores

Fast-growing DTC Shopify brands that need dependable 24/7 chat, email and dispute support.

Works with

Apparel Beauty Lifestyle Fitness Home Decor

consistently < 1.5% dispute rates · ~3-min response time · higher retention on subscription add-ons.

Common scenarios we handle:

“Where is my order?” messages every few minutes.
Customers wanting to change size or color after purchase.
Wrong-item complaints and emotional refund demands.
Wholesale, collaboration or influencer inquiries.
Customers asking for discounts or partial refunds post-purchase.

Book a Free Consultation

Amazon Sellers

Policy-safe support for high-volume FBA & FBM sellers who can’t risk their seller rating.

Works with

Household Electronics Consumables Tools

reduced A-to-Z claims · stronger review quality · more stable seller ratings over time.

Common scenarios we handle:

“Item not received” claims when tracking shows delivered.
Customers uploading wrong or incomplete photos as proof.
Requests for refunds without returning the item.
Complaints around damage, authenticity or packaging.
Policy-compliant replies that avoid account flags and warnings.

Book a Free Consultation

Custom Stores

Non-standard setups and unique workflows where precision, adaptability and fast learning matter.

Works with

Niche brands Hybrid stores Membership sites

stabilized multilingual support · > 95% CSAT across channels · fewer escalations.

Common scenarios we handle:

Customers confused by hybrid or custom checkout flows.
Billing disputes caused by unclear renewal rules.
Order changes requested after fulfillment has started.
Misunderstandings caused by unusual product workflows.
Multi-step delivery or special fulfillment instructions.

Book a Free Consultation

Etsy & Handmade Brands

Highly personal, emotionally sensitive support for custom and made-to-order brands.

Works with

Jewelry Art Personalized gifts Handmade décor

reduced refund requests · fewer remakes · stronger post-delivery reviews.

Common scenarios we handle:

“Can you send a preview before you make it?” messages.
Customers changing personalization details after ordering.
Stress around gift arrival dates and event deadlines.
Complaints about color, engraving or sizing expectations.
Requests for remakes due to customer-side mistakes.

Book a Free Consultation

Subscription & SaaS Commerce

Retention-focused support for membership and digital product businesses where every interaction affects LTV.

Works with

AI tools Fitness apps Digital products Coaching programs

improved retention · fewer billing disputes · healthier subscription cycles.

Common scenarios we handle:

Users confused about recurring billing or renewal dates.
Failed payments we recover before the user churns.
Guiding new users through their first steps (onboarding).
Refund requests after partial use of the service.
Misunderstandings about “lifetime access” vs subscriptions.

Book a Free Consultation

The Team

Our company structure.

Slobodan Cvjetičanin

Chief Executive Officer

Jovana Minčić

Lead Quality Assurance

Strahinja Spasić

Chief Information Officer

Nemanja Popović

Head of Legal Department

Anica Stojićević

Lead Human Resources

Damjan Poznić

Chief Retention Specialist

Živojin Milenković

Marketing Director

The Reviews

Built on partnership and trust.

Real Partnership, Real Results for BergXPerten

We were sitting at 8–10 minute response times and it was hurting us. Customers buying outdoor gear don’t wait around. We tried handling it in-house but it wasn’t scaling — too many messages, not enough hours.

Jose D. BergXPerten CEO.

Support That Treats Pet Owners With Real Care

We’re a small team and the inbox was eating our entire day. Pet owners want fast answers — and honestly they deserve them — but we just couldn’t keep up. Something had to give.

Greta H. Bella-Balu CEO.

Weatherproof Support for Weatherproof Products

Our customers send photos of their yards asking if a gnome is ‘winter-safe.’ We love them for it — but the inbox was completely out of control. 14-minute response times, refund requests piling up, and our team stretched thin trying to keep up with seasonal volume.

Daniel F. Deine Garten CEO.

No More Panic About Raccoons and Tents

Our customers want to know if their tent survives raccoons. Genuinely. We love that energy — but 12-minute response times were killing us and the inbox had become a second job nobody signed up for.

Sven H. HikeCare NL CEO.

Onboarding Process

How we set up your support in a week!

Day 1
Setup & Alignment

Day 2
Access Setup

Day 3
Tool Configuration

Day 4
Training & Integration

Day 5
Launch & Live Support

Day 1: Communication & Alignment

Initial contact is made to outline needs, expectations, and confirm alignment before onboarding begins.
Contact via e-mail support@unitedsupport.co or schedule a free 30-minute consulting session here.

Goal: Approve onboarding and schedule integration.

Day 2: Onboarding & Access setup

Define refund, replacement, and escalation rules
Review shipping, returns, and warranty policies
Confirm response-time goals and agent do's & don'ts
Collect platform access (helpdesk, Shopify, PayPal, etc.) & share onboarding checklist

Goal: Support access granted and brand rules established.

Day 3: Tool Configuration & FAQ / Product Mapping

Review full product catalog
Identify common questions and objections
Configure helpdesk (macros, tags, views, templates)
Metrics alignment (email reports, dispute logs, refund tracking)

Goal: Support tools configured and knowledge base structured.

Day 4: Agent/s Integration & Training

Policy & Project training
Refund-prevention scenarios & role-play real tickets / chats
Dry Run — Shadow Mode (agents answer internally, client reviews)
Final tweaks to macros & tone

Goal: Train agents for project & green light for live support.

Day 5: Launch & Live Support

Agents go live and begin handling real customer tickets & chats
Daily check-ins during the first week to ensure quality & alignment
Performance monitoring (response time, CSAT, resolution rate)
Ongoing support, adjustments, and scaling as needed

Goal: Deliver seamless, on-brand customer support from day one.

Pricing

Transparent plans. No hidden fees.

Email Support

Dedicated email support handled by a trained agent.

€500 / month

200 tickets / day
Email support
Helpdesk configuration included
Dedicated Performance Report

Get Started

Chat Support

Live chat coverage handled by a dedicated agent.

€850 / month

5 hours of chat coverage / day
Live chat support
Helpdesk configuration included
Dedicated Performance Report

Get Started

PayPal Dispute Resolution

Full management of PayPal dispute cases on your behalf.

Unlimited PayPal dispute cases
Dedicated PayPal Specialist
Dedicated Performance Report

Klarna Dispute Resolution

Full management of Klarna & OceanPayment dispute cases.

Unlimited Klarna & OP Disputes
Dedicated Klarna Specialist
Dedicated Performance Report

Customer Outreach

Proactive client communication for PayPal & Klarna cases.

PayPal & Klarna outreach
Dedicated De-Escalation Specialist
Dedicated Performance Report

Best Value

✓ 1,000 Emails Covered

✓ 1 Chat Support

✓ 1 PayPal Specialist

✓ 1 Klarna Specialist

✓ 1 De-Escalation Specialist

✓ 1 Team Leader

✓ Helpdesk Configuration Included

✓ Dedicated Performance Report