The Challenge
During peak periods, Represent's support team was overwhelmed with 2,000-3,000 daily order modification requests, consuming massive resources and pulling focus away from community building.
The Solution
Order Editing automated the entire order modification process with a 15-minute editing window, enabling customers to self-serve and freeing up the support team entirely.
Results
- Reduced from 2,000-3,000 to 1-2 daily requests
- 99.9% reduction in order edit tickets
- Support team can focus on community building
- Seamless integration with Bleckmann, Signifyd, and High Cohesion
Before Order Editing, we used to get 2,000 or 3,000 customers reaching out asking us to edit their orders during peak sale periods.
Represent found that one of their most common customer service tickets were simple queries from customers asking to edit their orders, like changing their size or address.
Jimmy Charnock, Head of Community and Customer Experience at Represent booked a demo with Order Editing looking to solve the challenge.
Jimmy wanted more time for his team to invest into community and less time wasted on simple, uninspiring tickets.
How did this change after launching Order Editing?
Represent launched Order Editing in August 2024 and chose a 15 minute window for every customers to make self-service order edits.
"Now we only get one or two requests a day, absolute maximum, sometimes zero."
From 2,000 or 3,000 customer support tickets to one or two a day.
What was the implementation experience like?
"It was a seamless integration with our 3PL Bleckmann, our fraud partner Signifyd, and our integration platform, High Cohesion."
Order Editing rolled out the red carpet as we do for all of our Shopify Plus brands. We ran a 60 minute onboarding call where we configured the front end to let customers:
- Edit address
- Cancel the order
- Buy additional items
- Change size or colour
- Upgrade shipping method, and;
- Apply forgotten discount codes
And integrated beautifully by creating a 15-minute grace period from when orders are created in Shopify, before passing them through to the rest of the tech stack to check for fraud and get picked for fulfilment.
What's your favourite part about the app?
"My favourite part about Order Editing is the time it gives me and my team to invest into community building. Those customers are now not waiting for a response and they're getting the best experience you could possibly have."
Jimmy would recommend Order Editing to "any brand that sells direct to customer" for that reason.
We've been partnered with Represent since late 2024, they were our first Shopify Plus brand partner in the UK.
It's been one of the highlights of our careers to see the brand grow without having to worry about simple order changes.
Thank you Jimmy.
"A game-change for our business. We went from 2,000-3,000 order edit requests during peak to just 1-2. The support from the OE team has been stellar."
