Order Editing

Eighteen months ago we built a Shopify app to save MrBeast $78,000. The post-purchase experience was broken. Our trustpilot reviews plummeted because we weren't able to make changes to orders after purchase. Just like everyone else's. Why? Because customers couldn't make changes themselves. 99% of big Shopify stores: - Have 1.5% of customers reaching out to make edits - Process orders immediately after checkout - Don't support order editing - Ship incorrect orders - Anger customers Which is bad, but... Luckily we created Order Editing and made it 100x better. Here's how TOMS, Oh Polly, and LSKD do it: - Customers immediately see after checkout that they can edit their order and buy more products. - There is a 15 to 60 minute period of grace before the order processes to allow for edits. - Average Order Value grows. - Support tickets drop. - Cancelations drop. - Returns drop. Everybody is left feeling good. Order Editing made support tickets profitable and contactless. The number one question I get asked over and over and over again, is "why did this not exist before?" The answer is simple. You thought it wasn't possible to allow order editing because of your tech stack. If you still believe that fad, you are a fool. In 12-months every store will be self-servicing order changes. How could you not? Embrace new technology. Shopify did this morning when they promoted us in front of 2 million merchants for the launch of new customer accounts. If you don't self-service edits now. You will soon. Speak then.

Company defining moment. Marketed in front of 2 million merchants! The 21 year old who started his career in customer service would be SO proud. The kid who discovered a failure in the way the world shops and had the blind faith to change it. Thank you to all 1,052 Shopify merchants that chose to be early adopters of Order Editing. To the platform we're lucky enough to build for, Shopify. And our team of dreamers. Kiril Climson Paul Goldston David Wiltshire Adam Walsh Lachie Tod Ben Chapman Mark my words. Customers will soon expect to be able to edit orders self-service. You have been warned. #shopify

In formal ask. I’m looking for a unicorn. I am going to be hiring a Account Executive. I want a heat seeking missile. That means you understand what velocity of activity and magnitude of creativity would guarantee a win and then execute on this. - Start in January/February. - Need to have an eCommerce background. - Must be committed to excellence and mastery. - Have to understand yourself, often described as unashamedly you. - History of being autodidactic, resilient, energetic, and having a bias for action. There is no hiding here - there aren't enough people and the numbers are too clear. I would love to hear what you 𝗳𝗲𝗹𝘁 as you made your way through this post. That's your gut telling you if you'll win with us or not. You can work remote and I’ll pay you very well. Message me here.

After months of world travel growing our start-up, we won a lead in the toughest market and I took the next flight out. Why? Because we refuse to accept a future where we can't say "we started that". It can't be understated how much complexity this adds to our business. + Hiring local talent + Fighting language barriers + Delivering world class service to every timezone While raising less than $100k to maintain control and ownership. My Co-founder Kiril Climson and I always found this really liberating. There's this great quote my Dad raised me on. "Is it a problem or a puzzle?" AKA. You're smart and energetic - you will figure these things out. He was right. It is an absolute joy to announce our first major launch in France!!! 👀 Nébuleuse Bijoux are live with Order Editing. We have delivered: + 6,791€ in new sales. + 4,192 support tickets self-serviced. By end 2025, French customers will expect to see our app after Checkout. I wrote it in a Strategy document back in August last year. We make that document come true, without fail. Anything other than "we started that" is not an option. #shopify #france

Rank 61 on the Times 100 fastest growing companies, ThruDark is built to scale profitably with Order Editing. While living out of the suitcase earlier this year in London I met Sam Squire. Man is an operator. Whip smart. I had to work with him - and cheekily, I kind of knew that it was inevitable. When your growing as fast as ThruDark, the whip smart operators think about how to scale profitably. AKA getting out of the trap of more orders = more talent. So when I got to pitch self-service Order Editing with David Wiltshire and Oliver Rhodes, it was a bit of a no-brainer. This year it might be 10,000 support tickets that we self-service. Next year it'll be 20K. Sam could see the vision for how much human, manual labour he'd be saving for the brand - especially over time. He wanted to eliminate 15% of their customer service tickets, forever. No incredibly exciting Shopify brand launch could happen without our partners. Especially our integration partners that help disrupt the outdated idea that you can't edit orders after purchase. Thank you Aran Kapila, Luke Coultan-Noble, Sophie Fleming and the entire team at HighCohesion. Post-purchase order editing syncing seamlessly with Bleckmann. Dope. #shopify #ecommerce