The Challenge
Aviator Nation, the iconic California lifestyle brand known for their vintage-inspired sweatsuits, was handling thousands of order modification requests manually. Their support team was overwhelmed with customers wanting to change sizes, add items, or update shipping addresses after checkout.
The Solution
After implementing Order Editing, Aviator Nation empowered customers to make their own changes directly from the order confirmation and thank-you pages. The upsell feature also allowed them to present relevant product recommendations during the order editing flow.
Results
- $121,000 in additional revenue in just 3 months
- 14,000 customer support tickets self-serviced
- Dramatic reduction in support team workload
- Higher customer satisfaction scores
- Increased average order value through upsells
Aviator Nation is one of the most recognizable California lifestyle brands, famous for their hand-made, vintage-inspired sweatsuits and rainbow stripes. When they came to Order Editing, they were looking for a solution that could handle their high volume of post-purchase customer requests while also driving additional revenue.
The Challenge
With thousands of customers placing orders daily, Aviator Nation's support team was spending significant time on routine order modifications. Customers wanted to:
- Change sizes before shipping
- Add matching pieces to their orders
- Update shipping addresses
- Switch colors or styles
Each of these requests required manual intervention, taking time away from more meaningful customer interactions.
The Solution
Order Editing integrated seamlessly with Aviator Nation's Shopify Plus store, providing:
- Self-service order editing directly from confirmation emails and order status pages
- Smart upsell recommendations based on what customers already purchased
- Address verification to reduce failed deliveries
- Seamless payment handling for order additions
Results
Within just three months of launching Order Editing:
- $121,000 in incremental revenue from upsells and order additions
- 14,000 support tickets eliminated through self-service
- Higher NPS scores from improved customer experience
- Freed up support team to focus on complex customer needs
The combination of reduced support costs and increased revenue made Order Editing one of the highest-ROI apps in Aviator Nation's tech stack.
"Order Editing has been transformational for our business. The revenue from upsells alone has more than paid for itself, and our support team can now focus on what matters most - building relationships with our customers."
