"We started with Order Editing to provide a better customer experience and save time handling simple service tickets, and ended up driving meaningful revenue."
Jack Elrad, Senior Director of E-commerce
The challenge: edits, upsells, and scale
David Protein's team was fielding recurring order-change requests after checkout while trying to lift average order value without adding support headcount or bolting on disconnected upsell tools.
- Shipping address updates before fulfilment
- Last-minute add-to-order requests from customers
- Support tickets that required manual edits in Shopify Admin
- Free-shipping threshold merchandising at checkout
What David configured with Order Editing
"The setup was high touch and straightforward," Jack recalls. "The team has exceptional knowledge of the Shopify Plus environment, and was able to build custom integrations and flows to meet our unique needs." Within the first day of Order Editing going live, more than 30 customers handled their own address updates. The daily emails Jack's team used to process manually started to go down.
"Once we embedded Order Editing in our confirmation pages, checkout flow, and post-purchase emails, the customer outreach directly post-purchase decreased significantly," Jack explains. "My team shifted from processing order changes to strategic customer experience work. The transformation was immediate."
The Order Editing interface was key to the upsell success. When customers checked out below the free shipping threshold, they saw the suggestion to 'Add one more item for free shipping', directly integrated into the shipping method section. This became a meaningful revenue driver, generating six figures.
"We have not seen any other app with the ability to integrate upsells directly into the shipping method section at checkout. The take rate to unlock free shipping quickly outpaced any other upsell we had tested."
Results
Order Editing transformed David's customer operations across three key metrics:
- Eliminated customer service bottleneck — 800 monthly support tickets never needed to be created as the customer edited self-service.
- Generated six figures in additional revenue — 6.6% of customers added extra products.
- Instant customer resolution — Customers fix their own orders immediately.
Order Editing is now essential to David's tech stack, forever handling more customer interactions without adding headcount.
“We started with Order Editing to provide a better customer experience and save time handling simple service tickets, and ended up driving meaningful revenue.”
