How Koh makes $400,000 a year with Order Editing

This case study walks through how Koh uses Order Editing to reduce post-purchase friction and turn the edit window into a revenue channel.

The challenge: order changes and AOV at scale

Koh sells refillable, eco-friendly cleaning products where customers often need to adjust an order right after checkout — or add a complementary SKU they forgot in the cart.

Before Order Editing, the team fielded recurring requests for:

• Shipping address and apartment updates before dispatch
• Quantity changes on multi-pack refills
• Adding surface spray or accessories to an order already placed
• Support tickets that required editing in CIN7 and Shopify Admin

At the same time, Koh wanted to lift AOV at checkout and post-purchase without bolting on a patchwork of one-off upsell apps.

Solving the problem with Order Editing

Koh wanted customers to fix their own orders inside a clear edit window while merchandising could still recommend high-intent add-ons after purchase.

1. Customer completes checkout on Shopify
2. Order Editing opens a 15 minute self-serve edit window where the order is hidden from CIN7's order import
3. Editing options available to customers and upsells surface merchandising strategies
4. Changes sync back to Shopify and at the end of the window, CIN7 imports the finalised order details

Results the team is tracking

Koh attributes $418,819 in upsell revenue over the last 365 days to Order Editing, with a 95% reduction in tickets related to editing and 2.7% of orders upsold across checkout and post-purchase surfaces.

"At checkout and post-purchase we're boosting storefront AOV — and customers fix orders without waiting on support."

What Koh configured on day one

The rollout focused on CX essentials and revenue surfaces Koh wanted live from week one:

• Address edits with validation before dispatch
• Quantity changes on in-stock SKUs
• One-click add-to-order upsells at checkout and post-purchase
• Automatic order hold until the edit window closes
• Merchandising strategies that personalised upsell offers

What's next

Koh is continuing to refine checkout and post-purchase upsell creative with their Order Editing account team to compound the revenue already coming from self-serve edits.