It is your role within the company to respond to customers that have lodged an eCommerce query that requires action.

All clients that you are directed to respond to have an ongoing relationship with your company and have pre-paid blocks of time for any queries they have.

Clients need to know that the advice is accurate so you will need to provide references to back up your assertions.

References used must be from reliable sources; Wikipedia or other crowdsourced services may contain accurate information, however this advice needs to be backed up with reputable sources that can withstand scrutiny.