How ecommerce order editing increases loyalty and revenue

Buyer’s remorse is a common phenomenon in ecommerce: Maybe the product was out of the shopper’s budget, or they realized after the fact that they preferred a different color or style. Whatever the case, customers can have second thoughts on their purchases – and they might change their minds even before your order has left the warehouse.

But without a streamlined self-service solution in place, buyers aren’t likely to do anything about it until the unwanted order shows up at their door. At that point, they’ll more than likely send it back for a refund – forcing your brand to carry all the costs around getting the item back into inventory, in addition to your initial shipping and handling expenses.

Ready to put this endless cycle to a stop, once and for all?

With Loop’s new order editing product, you’ll be able to curb buyer’s remorse, reduce support time, and cut your shipping and handling costs. Here’s how to use this new tool to take the friction out of the post-purchase experience.

What is order editing?

Our new order editing tool empowers your customers to make changes to their orders prior to shipping in a streamlined self-service dashboard. With the tool, your shoppers can:

• Change addresses: Customers may not realize until they’ve placed the order that it’s being shipped to a different saved address. The order may end up stolen once delivered if there’s no one at the address to receive it, or even if there is, the recipient may choose to send it back rather than ship it to the intended address. If the shopper notices the address discrepancy prior to shipping, they can avoid all of this chaos by making a simple address swap within your self-service platform, ensuring the package shows up at the correct doorstep.
• Cancel orders: If the shopper decides they don’t want the item after all – or maybe the order was placed by a teenager without their parents’ permission – it’s likely to ultimately end up in a return. In this case, your customer can head off all of the unnecessary logistics expenses of shipping and returning the item by cancelling the delivery before it leaves your warehouse – saving your brand time and money.
• Change orders: Shoppers often realize they’ve made a mistake with their order, such as choosing the wrong size – or, they may decide they want a different size or color, or that they want to add to their purchase to take advantage of bulk shipping rates. In any of these cases, they can simply make edits to their order before it’s been shipped. They’ll be able to add and remove items, or swap them out for different variants. Any price differences will be automatically credited or debited to their payment method on file, eliminating the friction around order changes and ensuring that they can get what they want effortlessly.

Key benefits of order editing

Adding order editing to your post-purchase workflow is a win for both your customers and your brand. This new feature makes it easier for your shoppers to get exactly what they want the first time around – and cancel items they don’t. Primary benefits of adding an order editing feature include:

A streamlined CX

Self-service order editing eliminates the need for your CX team to get involved in every minor tweak. That helps you cut down on support tickets, resolve issues faster, and preserve your CX time for big-ticket issues that do require hands-on intervention.

Additional revenue from upsells

Giving customers the tools to add items to their cart before their order has shipped can lead to more revenue from upsells, as they may opt to increase their item quantity, or even add additional items to their cart. To promote upsells, encourage add-ons in your order confirmation message, letting them know how long their order will be eligible for edits. Sweeten the deal by ensuring that they can bundle any additional items within their existing shipping cost.

Reduced shipping and handling costs

By empowering shoppers to put the brakes on a transaction they don’t want after all, you’ll be able to eliminate all the wasted costs associated with shipping, handling, and the inevitable returns. Plus, you can keep your items in stock and available for the customers who do want to buy them.

Higher customer satisfaction

Ensuring that shoppers can edit or cancel their orders before they’re shipped puts them in control of their experience. That makes it easier to guarantee that your shoppers will get exactly what they want with their shipment – leading to happier shoppers, more customer loyalty, and higher CLTV.

By delivering streamlined, self-service tools through every phase of the buying process, from purchasing to order editing to returns, you can build a best-in-class experience that gives shoppers more confidence in your brand and unlocks new revenue opportunities to keep you growing sustainably.

Ready to learn more about how Loop’s returns features can help your brand grow? Get in touch!