Episode #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.Sponsored by:ShoooprPromo: 30-day free trial of Order EditingShow Links:Milk Bottle on XMilk Bottle LabsMilk Bottle Podcast on AppleMilk Bottle Podcast on SpotifyOrder EditingOrder Editing DemoOrder Editing App