Order Editing

I have another MASSIVE launch in the UK for you today! It's the £50 million cosmetics brand REFY... A new category for us 💋 🚀 Founded in 2020 by an entrepreneur + influencer combo. 🚀 £24.2 million in annual revenue last year and profitable. 🚀 Did I mention it was founded in 2020?!?!?!?!! This launch is one of my favourites and for an important reason. REFY processes orders so fast that they had to implement the doomed policy of "Unfortunately, we are unable to make any changes to your order." They needed self-service editing to make it possible. When a store has a policy like this, Order Editing makes it's biggest impact. Just imagine the number of returns created when customers can't fix a mistake made at checkout. Imagine all the orders that never arrived because an address couldn't be changed. How many customers never purchased again because they couldn't fix a mistake made at checkout. Never again. Because REFY now offers 30 minutes for self-service order changes. It's very cool to be working with GXO Logistics, Inc. on this one. The first of many Christopher Hamblett! And our absolute faves By Association Only - Shopify Plus Agency. Status & Gorgias fancy seeing you again 😉 our favourite (and world class) tech partners. #shopify #orderediting

Built a new feature! Order Editing can now let customers switch their payment method after Checkout without any human interaction :) No more support tickets when a customer accidentally uses the corporate card!

It's a banger! Chloë Thomas hosted me on her podcast to talk all things Customer Experience - Hot tips, pet peeves, and geeking out. Customer experience was my birthing point into eCommerce - and I grew up a happy bloody kid. It's horrifically under rated. I remember friends of mine (not in eCommerce) labelling it unimportant "your just answering support tickets". Big f#*kn issue! Could not be more wrong. Unfortunately, that sentiment exists in the inner circles too. I've heard horror stories from merchants. Heard red flags on calls with eCom managers and Ops managers that just don't get it. CX is the heart of your company keeping it alive. We stop the bucket from leaking. I hate that it's a department which is often siloed or underrepresented. Hoping I can play a small part in changing that, over time. I've done a few podcasts where I share my story so it was great to jump into the hotseat and talk eCom tips! Let alone alongside such great company, Alex Moss and Zoe Rowswell :) Let me know what you think 🤘 Keep Optimising Marketing Podcast x Order Editing #shopify

Let's go!! We have broken into Amsterdam and in $50 million fashion! Ekster® won't have to hire more support agents as they continue to scale. 🚀 Birthed out of a Kickstarter campaign in 2016. 🚀 Grew from 12 to 45 employees over the past two years. 🚀 Launched official partner products with Lionel MESSI and Andrew Schultz. I met Shauna Cleary and instantly thought, "Holy sh*t, she gets it." Ekster is in excellent hands with this Director of Operations at the helm 🧠 Shauna knew that tens of thousands of orders = a week wasted editing customer orders manually. With growing the bottom line (profitability) being the main goal this year, Order Editing was a great fit. In a week, we've already had 917 customers use the platform and generated $620 in additional revenue - without discounting or prompting for sales! However, the most dramatic impact is how we have changed the process. Ekster used to cancel orders and recreate them to edit an order in ShipMonk and Fulfil.IO. With Order Editing's 3PL and ERP integration, we are updating original order numbers. We have saved the accounting team a literal nightmare as well as a sh*t ton of payment processing fees. In great company with Loop, Gorgias, and Klaviyo as the key tech partners. #Europeansummer #Shopify

I am eight months full-time on our Startup, and this is by FAR our biggest launch to date... £113 million brand Oh Polly !!! 👀 🚀 Combined following of over 8 million on socials. 🚀 £113 million in annual revenue last year. 🚀 My favourite team EVER to work with. I met Alix McShane in November 2023 with a version of Order Editing that was not ready for a brand of this size. But we persisted because order changes are a massive problem for them. I'm talking about manually editing 400 orders a week! A full-time employee, just fixing mistakes made at checkout. Not only this, but a top reason for returns was not being able to edit or cancel an order in time. I blasted Paramore all morning and danced around the house thinking about the impact we're going to have together... Hundreds of thousands of customers will use our app over the next year, saving thousands of hours of manual labour, and tens of thousands of returns. I am super appreciative of the whip-smart and passionate team that drove this: Emily Mcmorran, Lauren Nicole Muir, Sam Robinson, Andy Slater, Aran Kapila, and my Co-founder, Kiril Climson. You helped develop the best version of Order Editing yet. And supported us as we integrated with a phenomenal tech stack! I f#*king love solving this problem. #shopify #startups #ecommerce