This case study walks through how Damson Madder rolled out Order Editing in two days, and what a recently viewed upsell strategy on a single surface has returned since.
6,000 orders edited, self-service, in six months
Damson Madder is a British founder-led fashion brand based in London, running on Shopify Plus across ten markets.
"About five percent of our total customer inquiries were problems that could be solved by Order Editing."
— Noa, Senior Ecommerce Coordinator
The requests were the usual set:
- Shipping address updates before dispatch
- Order cancellations
- Forgotten discount codes
- Adding more products to an order already placed
- Size changes
Solving the problem with Order Editing
Damson Madder gives customers a fifteen-minute window after checkout to fix their own order.
"It was up and running within two days, really. I mean, it was very, very flawless."
Results the team is tracking
"My favourite thing about Order Editing is that it saved about a hundred and eighty-one days of customer service time, which is a massive save in manpower."
What the upsell data shows
Damson Madder runs one core upsell strategy, on one surface.
It's called Recently viewed, it sits on the Thank You page and while customers edit, it's live across all markets, and it's working.
The products it moves are the interesting part. The most upsold items over the period:
- Felix twill trousers
- Liu shower proof raincoat
- Matilda raincoat
- Sporty calf length socks
- Canvas leopard tote bag
- Cafe pronto boyfriend tee
- Gelati girl boyfriend tee
Two things stand out.
These aren't impulse add-ons. Unit prices run from roughly $24 for a tee to $109 for a raincoat, and the single biggest contributor is a $79 pair of trousers. It would take a lot of accessories to cover the same ground in terms of sales. That's why recently viewed works so well.
Recently viewed re-surfaces items the customer already browsed and didn't buy. So what appears isn't a generic bestseller, it's the thing they were deliberating over ten minutes ago. The customer has already decided to buy from Damson Madder. They're just being shown the item they left behind.
Average upsell order value: $55.18.
What Damson Madder configured on day one
- Fifteen-minute self-serve edit window
- Address edits, cancellations, size changes, discount code entry, add-to-order
- Recently viewed upsell strategy on the Thank You page
- Live across ten markets
What's next
Six more upsell strategies are drafted and not yet live. Time to take on checkout upsells too.
