Stop Losing Money on Returns & Missed Upsells: The Strategy Every Ecommerce Brand Needs

Описание: Welcome to this episode of The Seller’s Edge where we dive deep into one of the most overlooked yet impactful challenges in e-commerce: *post-purchase order editing*. Our guest, Hamish McKay, is the co-founder of *Order Editing*, a fast-growing Shopify app that empowers customers to make last-minute changes to their orders—like updated shipping addresses, product swaps, cancellations, and upsells—before fulfillment begins.

Hamish draws from his extensive experience leading customer experience operations for multimillion-dollar fashion brands and managing high-volume merchandise sales for influencers like MrBeast. In this episode, he reveals why operational blind spots in order management lead to costly returns, negative customer experiences, and lost revenue—challenges that resonate deeply with e-commerce brands selling on Amazon, Shopify, and beyond.

If you’re an Amazon brand seller or D2C entrepreneur facing issues with order errors, inventory misalignment, returns, or slow support, this conversation is a must-listen. Hamish breaks down how implementing grace periods for order edits can drastically reduce returns by up to 10%, slash thousands of support tickets, and unlock hidden post-purchase upsell opportunities that can add thousands of dollars in incremental revenue daily.

You'll get practical insights on integrating order editing with backend systems like NetSuite and SAP, managing inventory sync to prevent overselling, and navigating seasonal surges during Black Friday and holidays. Plus, Hamish shares the entrepreneurial story behind building a tool that started as a “solve my own problem” project and grew into a critical business for brand growth and operational efficiency.

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Key topics covered:
Why order mistakes at checkout hurt your brand reputation and bottom line
How to reduce costly returns and cancellations through customer self-service
The secret to increasing average order value with post-purchase upsells
Operational workflows to improve fulfillment speed and accuracy
Integration strategies for Shopify, ERPs, and fulfillment systems
Managing risk of overselling and inventory discrepancies
Seasonal challenges and how order editing helps during peak periods

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🕒 TIMESTAMPS:

[00:00] Introduction
[01:05] Common Challenges with Orders
[03:29] Inventory Strategy & Returns
[09:04] Native Tools on Shopify
[11:52] What Inspired Order Editing
[14:18] Profitable Upselling Feature
[20:34] Customer Experience Vs. Operational Efficiency
[23:17] Automation Is Killing Loyalty
[26:11] Trends In Product Categories
[28:15] Trends In Seasonality
[31:06] Seamless Integration of Order Editing
[32:29] Overselling and Inventory Discrepancies
[34:13] Upselling Opportunities
[37:43] Upcoming Order Editing Features
[40:40] Recap and Closing Remarks

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👤 ABOUT HAMISH MCKAY:

Hamish McKay built eCommerce software that over 250,000 shoppers use every month. As CEO and Co-founder of Order Editing, he's enabled online shoppers to make amendments to their order after purchase without contacting customer service. In 12 months, he scaled from a $50K angel cheque to seven figure revenues and 30% profit margins.

Order Editing is trusted by brands generating millions of dollars in combined annual sales. His journey began at 20 in customer service at MrBeast's empire, where frustration with manual order changes sparked the idea that became a multi-million dollar solution.

Visit Order Editing website: https://orderediting.com/
Connect with Hamish on LinkedIn:   / hamish-mckay  
Order Editing Shopify App: https://apps.shopify.com/order-editing

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#EcommerceTips #AmazonBrand #ShopifyApps #OrderEditing #ReduceReturns #EcommerceGrowth #PostPurchaseUpsell #CustomerExperience #D2CBrands #EcommerceOperations