Retailers navigating complex eCommerce operations know that small inefficiencies can create big problems. At Cogent2, our consultants focus on identifying tools that make a real difference. We look for apps that reduce ticket volumes, speed up fulfilment, and eliminate the kind of low-level friction that quietly builds across tech stacks.
One recent onboarding session with a leading Shopify Plus retailer showed just how quickly that value can be unlocked. In just 30 minutes, the Order Editing app was installed, configured, and ready for testing. It was a fast, clear example of how the right app, implemented with the right plan, delivers immediate impact.
Selecting the Right App for the Right Job
This retailers Shopify site processes 20000+ orders a month, supported by a mature integration layer (Patchworks) and a highly automated Gorgias setup. Over 40 percent of customer service tickets are already being resolved through automation. But one persistent source of manual work remained: order edits.
Customers regularly contacted the support team to fix addresses, apply discount codes, or change product variants after checkout. Each of those interactions created support tickets that couldn’t be automated, slowing the team down and adding to operational costs. Our team identified Order Editing as the right tool to close that gap and recommended it as part of the retailer’s Tier 1 tech stack.
What Order Editing will do for the customer
- Remove 200 - 300 support tickets a month
- Remove 20 - 30 hours of work based on 6 minute ticket resolution
- Generate $3000 - $5000 a month in upsell revenue
- Reduce Overall Returns by 15%
- Improve customer experience, letting shoppers edit their own orders
30-Minute App Setup and Configuration
The Order Editing team led the onboarding session and completed the full setup live on the call. In just half an hour, the app was installed, tested in a hidden checkout environment, and fully configured for the retailer’s fulfilment process. The configuration included:
Shopify Flow Logic
A 30-minute hold was introduced between payment capture and order sync to the warehouse system. This grace period gives customers time to make changes before fulfilment begins, without compromising operational speed.
Admin Views
Custom filtered views were added to the Shopify admin to show orders that have been edited and those with successful upsells. These dashboards allow the team to monitor usage and performance at a glance.
Feature Activation
The following functions were enabled to give customers flexibility while keeping operations in check:
- Shipping address updates
- Contact detail changes
- Product variant changes
- Quantity adjustments
- Discount code application
- Optional refunds and cancellations, limited to the 30-minute window
Same-Day Dispatch Protection
The retailer offers same-day dispatch on orders placed before 5PM. To maintain that promise, the configuration excluded any orders placed between 4:30PM and 5PM from the editing window. This ensures last-minute orders can still be fulfilled without delay.
Email and UX Setup
The app also updated the Shopify order confirmation email, adding a direct link to the Order Editing portal. This link gives customers immediate access to make changes, and it significantly reduces the need for support tickets to handle post-checkout updates.
Monitoring, Testing and Preparing for Launch
With setup complete, the app is now ready for live testing. The retailer will simulate edits on real orders and confirm that the warehouse receives the correct updated data. Once that validation step is complete, the team is ready to go live.
The retailer has full visibility over how the app is being used and will begin receiving order-level insights from Order Editing, including examples of edits, upsells, and revenue generated through the app.
Making the Most of the Upsell Window
We also explored how the 30-minute edit window can become a revenue driver. Using Klaviyo, the retailer can send a follow-up message after checkout that encourages customers to return and add more to their order.
Some brands offer an incentive such as 10 percent off to increase conversions. Others prefer to use messaging alone. Either way, the results can be powerful. This approach turns post-checkout downtime into an opportunity for growth.
The Cogent2 Difference
Order Editing handled the configuration. Cogent2 made sure it was the right decision. We help retailers identify the tools that make a real impact across their operations. Whether the challenge is customer experience, order processing, or fulfilment speed, our role is to remove friction, automate complexity, and make the ship go faster.
We work with ambitious retail teams to build connected, high-performing tech ecosystems. That includes helping clients cut through the noise, avoid shiny distractions, and invest in apps that actually move the needle.
Looking to level up your Shopify or ERP setup? Let’s talk.
