This case study walks through how Forme uses Order Editing as both a support automation layer and a post-purchase revenue channel.
The challenge: edits, upsells, and fulfilment timing
Forme sells technical apparel where fit and shipping details matter. Before Order Editing, the team handled a steady stream of:
- Address updates after checkout
- Size and variant swaps before pick-and-pack
- Add-to-order requests from customers who forgot a complementary product
- Manual coordination between customer service agents and the warehouse
Each change pulled operators away from growth work and introduced risk if an order slipped to fulfilment before edits were applied.
Solving the problem with Order Editing
Forme wanted customers to self-serve within a controlled edit window while marketing could still drive incremental revenue after purchase.
- Customer completes checkout on Shopify
- Order Editing opens a 60 minute self-serve edit window and puts the order on hold in ShipHero
- Post-purchase email points customers back to add items before the window closes
- Changes sync to ShipHero and Shopify immediately via API integration
Results the team is tracking
Forme attributes $250,000+ in annual upsell revenue to Order Editing, with one post-purchase email alone driving six figures of incremental revenue. Support load on address and order-change requests dropped as customers moved to self-serve.
"One post-purchase email drives six figures of additional revenue and customers finally fix orders without opening a ticket. Saving time and making money."
What Forme configured on day one
The rollout focused on essentials that protect margin and CX:
- Address edits with validation before dispatch
- Variant swaps on in-stock SKUs
- Add-to-order upsells surfaced in the post-purchase portal
- Automatic order hold until the edit window closes
- Klaviyo post-purchase emails linking back to the edit experience
What's next
Forme is iterating on post-purchase email timing and upsell creative with their Order Editing account team to compound the revenue already coming from the edit window.
“Order Editing addressed the pain points our customers had around address and order changes. It reduced service load and plugged into our warehouse stack seamlessly.”
