EP277: Founder Interview > How Order Editing Is Transforming Post Purchase CX, Improving Returns & Reducing Customer Support Tickets

Inside Commerce: Ecommerce Strategy, CX and Technology Podcast

FOLLOW US:

LinkedIn: https://www.linkedin.com/company/inside-commerce/

ABOUT THIS EPISODE:

James Gurd and Hamish McKay discuss the critical need for order editing in ecommerce, exploring the challenges faced by customer service teams and the impact of order editing on returns and customer experience.

Hamish shares his journey as a startup founder, the growth of his company, and the technical solutions developed to address common issues in order management. The discussion also touches on the potential for upselling through order editing and the importance of addressing fraud concerns in the ecommerce space.

The podcast also discusses the intricacies of order editing, focusing on fraud prevention, rapid response to merchant needs, and the latest features including multi-currency support. It emphasises the importance of shipping recalculation, switching payment methods, and handling support tickets effectively.

The discussion concludes with an explanation of how merchants can get started with order editing, and the potential for future expansion beyond the Shopify ecosystem.

Key takeaways:

• Order editing is essential for improving customer experience.
• Many ecommerce teams struggle with order changes post-purchase.
• Customer service agents often spend significant time on order edits.
• Reducing return volume can have a positive environmental impact.
• Upselling opportunities arise from allowing order edits.
• Technical solutions can delay order processing to accommodate changes.
• Fraud prevention is a key consideration in order editing; dynamic fraud checks can be implemented during the editing process.
• Shipping recalculation can be complex but is essential for customer satisfaction.
• Switching payment methods is a common reason for order cancellations.
• Support tickets can hold orders until resolved, improving customer service.