What I actually do.
I take ownership of your German-language customer email so that one accountable native speaker is answering it: consistently, in your voice, inside your rules.
Included
- German email and ticket handling in your existing helpdesk
- Marketplace buyer messages (Amazon Seller Central and equivalent)
- Order status, shipping and tracking questions
- Address corrections, where your policy allows
- Returns and exchanges under your written rules
- Refunds and replacements within limits you set
- Damaged-item reports
- Product questions answered from your approved material
- Complaint de-escalation
- Escalation of anything unusual, sensitive, or outside policy
- German response templates and FAQ cleanup
- Consistent tone and terminology
- A monthly written summary of repeated problems and patterns.
Not included
Being clear about this up front saves us both time.
- Phone support
- Live chat
- Social media community management
- Outbound sales
- 24/7 or emergency coverage
- Legal, medical, financial or safety advice
- Writing or changing your company policy without approval
- Unlimited ticket volume
- Full website or catalogue translation
- Development or systems integration
- Replacing your support platform
- English-language support, unless quoted separately
How I work
Email and asynchronous support. Coverage windows and response expectations are agreed before the pilot starts.
Inside your systems. Invited user access with the minimum permissions needed. Never a shared password.
Your rules govern everything. Refunds, replacements, discounts, warranties, escalation. All of it runs on limits you set in writing.
Uncertainty gets escalated, never improvised. If your policy doesn't cover a situation, I ask. I don't invent a shipping date, a refund, or a warranty term to make a customer happy today and a problem for you next month.
The line I won't cross
I don't draft your legal text. German law prescribes how consumer rights like the Widerrufsrecht must be communicated, and that belongs with your legal review, not with a support contractor improvising a translation.
What I do is make sure the labels are right, the links go somewhere sensible, and no support reply ever contradicts what your legal text says.
Agencies and partners
If you run an agency taking brands into Germany (Amazon.de launches, Shopify Markets, DACH market entry), you've probably watched a client go live and then discover nobody can answer the German inbox.
I work white-label under your brand, or on referral. Same pilot, same pricing. sascha@germaninbox.com
See the pricing.
Pilot: 14 days · up to 50 handled German support tickets · $375. Monthly: up to 100 handled German support tickets per month · $750/month · $8 per additional ticket.