This case study walks through how Nakie rolled out Order Editing and why the team treats post-purchase self-serve as a revenue channel, not just a support shortcut.
The challenge: peak-season ticket volume
Before Order Editing, Nakie's support queue spiked whenever a new colourway dropped or a bundle went viral on social. The team estimated 300–400 order-edit requests per week during busy periods.
Common requests included:
- Swapping hammock colours after checkout
- Updating shipping addresses before dispatch
- Adding a blanket or bag to an order already placed
- Applying forgotten discount codes
Each ticket took 5–6 minutes to resolve, involved the customer service agent updating in both Shopify Admin and Shipstation, and were only possible if attended to before the order shipped. Something that was near impossible if the ticket came in over the weekend or after business hours.
Solving the problem with Order Editing and upgrading their upsell stack
Nakie wanted customers to fix their own orders within a short 30 minute grace period before the order entered Shipstation for pick-and-pack. They ended up adding Order Editing's upsell suite to consolidate apps and save on their old Aftersell subscription.
- Customer completes checkout on Shopify
- Order Editing creates a 30-minute self-serve window
- Changes sync back to Shopify immediately
- The order releases to fulfilment with an accurate pick list
Results the team is tracking
Within the first 365 days of launch, Nakie reported:
- 7,307 fewer support tickets tied to order modifications
- $573K in incremental upsell revenue
- $4.10 additional revenue per storefront order during peak months
"The results were so strong after month one that we rung up Hamish the founder and asked to invest in Order Editing. We told all of our brand founder friends just how much of a no-brainer this app is."
What Nakie configured on day one
The rollout call covered the essentials Nakie wanted live from week one:
- Address edits with instant validation before dispatch
- Colour and variant swaps on in-stock SKUs
- One-click add-to-order upsells for complementary bundles
- Automatic order hold until the edit window closes
- Post-purchase Klaviyo upsell emails to encourage customers to add more to their order and save
What's next
Nakie is experimenting with A/B testing and working closely with their APAC Account Manager, Ben Panther on further optimising the upsell strategies.
“We're making an additional $4.10 revenue per visitor and on track to do over half a million dollars in upsells this year. Order Editing is flying.”
