Ep 112: Turning Shopify Support Tickets Into Revenue

Every Shopify merchant knows the email: 'I ordered the wrong size - can you change it?' Hamish McKay got thousands of them a month running customer experience for a large merch operation, so he built the fix. Order Editing is a post-purchase self-service platform that lets shoppers swap products, correct addresses and cancel items before fulfilment, without opening a ticket - and sells them something else while they're there. It now runs on 1,600+ stores including Gymshark, TOMS and Mejuri. We get into the operational reality of the edit window, the money hiding in failed deliveries, and what happens to support when AI agents start placing the orders. Our Sponsor: Shooopr — The Secret Shopper for your Shopify store - https://shooopr.com Show Links: Order Editing: https://orderediting.com/?plid=39576 Hamish McKay on LinkedIn:   / hamish-mckay   Our Shopify portfolio: https://milkbottlelabs.com/blogs/port... Keith on LinkedIn:   / keithmatthews   Milk Bottle Labs: https://milkbottlelabs.com Work with us: https://milkbottlelabs.com/pages/cont... All podcast episodes: https://milkbottlelabs.com/blogs/podc...