800 edit requests a month, growing 50%
"We haven't had to grow our customer service team by a single head since bringing Order Editing on — where growth has gone forty, fifty percent up versus when you guys joined us last year."
— Robin Taylor, Head of Ecommerce, Trailberg
Four Shopify Plus storefronts across the group: Trailberg, Trailberg Ireland, Lorenzo Veratti and Syna World. All feeding one customer service team, and all growing.
Solving the problem with Order Editing
Trailberg gives customers a self-serve window after checkout to fix their own order. Rolled out across all four storefronts on a single plan.
"We used to get a quite a large percentage of people asking to edit their orders — around five to eight hundred a month — and that's been drastically reduced. We rarely get people asking to change their size or change their address now."
Results the team is tracking
"Literally every single order that's processed through Order Editing — which is all of them — we get a pound back straight in the pocket through customers upselling, which is a crazy metric really and one that the boss is particularly happy with."
The money is in editing full-priced items
All of that £80,000 comes from what customers do inside the edit window itself. Upgrading shipping methods and adding full priced items to an order they just placed. It's the post-purchase editing flow standing entirely on its own.
"If you make a pound an order there, you do the maths."
Why customers (and ops) love it
Fashion customers catch a size tweak or address typo after they hit pay. Order Editing lets them fix it themselves — so CS stays out of the loop and fulfilment keeps moving.
"We added Order Editing to a range of our websites and saw immediate results. The time saved across customer service amends to addresses, customer baskets, and delivery methods is invaluable during Q4. I'd thoroughly recommend this app. This is a staple in our Trailberg tech stack now."
Installing Order Editing, as Robin put it, pays for itself in the maths: a pound an order.
