Beyond saving customer-service time, Order Editing monetizes the post-purchase moment. When a brand gives someone a Grace period, that customer can also buy more products, so the checkout total is no longer fixed — the brand has a whole 30 minutes or an hour to convince customers to add another item.
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Hamish says they've got brands making like $500,000 a year or $1 million a year by monetizing their post purchase, getting customers to go from two to three items after the initial commitment — breaking up the purchase into smaller chunks. He frames the customer-service savings around the example of a brand doing $50 million a year shipping 50,000 packages a month, where about 2% of customers make a mistake at checkout, which works out to roughly 1,000 emails a month — close to a full-time employee spending every minute of an 8 hour day making changes for orders.