Customer self-service order editing for Shopify
Let customers change their orders without contacting support
Give your customers the power of self-service order editing. They can fix their shipping address, add a product they forgot, and change their item size or color, all before their order is shipped.
See how self-service order editing works using Cleverific's Customer Portal.
“I was only using a fraction of what Cleverific had to offer! With their help, I was able to get their Customer Portal installed on our site, and it's a game changer. Our own customer support team says this is the most helpful thing we've done for them since we started using Shopify!”
- Jackson Bodiford, Digital Product Manager, Fracture
What changes can customers make?
Order changes happen constantly. Now customers can handle them without your team.
Change sizes, colors or variants for any product
Instead of contacting your customer service team, customers can easily swap colors, sizes, or other variants if they change their minds or make a mistake with their orders.
Add or remove item quantities from their orders
With a simple click from the order status page, customers can add or remove quantities from their order without sending back-and-forth emails.
Stop order change emails before they start
Customer orders wrong size → emails your team → waits for response → might return the item. Or they could just fix it themselves in 30 seconds.
Update shipping address or change shipping method
Plans can sometimes change, and customers may require their orders sooner or may not be in a hurry. Being able to make a simple change without the hassle of contacting customer support is a definite advantage.
Cancel, add new items, or remove items from their orders
Customers can add new items, remove items, or cancel their order before it ships, so you don’t have to process a return. And whatever their reason for canceling, they’ll have the option to let you know.
Change billing address
Customers can update their billing address right from the order status page, so you don't have to handle address change requests manually.
According Nuance Enterprise, about 67% of customers would rather fix things themselves with self-service than talk to a company representative. Now, you can let your customers quickly fix their mistakes without waiting on hold or processing a return.
You control when your customers can edit, and what they can edit.
Set editing windows, restrict certain orders, choose which changes customers can make.
Set editing window timeframe. Allow edits in the first 3 minutes or up to an unlimited number of days after an order is placed
Restrict editing via order tags or product tags. Disable editing for orders tagged such as “final sale” or “custom product”
Set order cancellation rules. Enable or disable order cancellations by customers
Quantity changes. Allow or restrict changes to item quantities in orders
“More customers are self-service editing than those who used to reach out to us,” Nikola said. “We have about four self-serve changes a day. This saves time for customer service and reduces our shipping costs.”
- Nikola Jovanovic Operations Manager, Peter Manning NYC
Turn support costs into customer wins
Zero wait time for customers. Zero tickets for your team.
Order changes without contacting support. Customers can make simple changes to their orders, like changing size, color or any variant without contacting customer service.
Provide support outside of business hours. Customers can make order corrections, like fixing shipping address typos, outside of your regular customer service hours.
Save cost and time of returns. Returns cost 66% of product price on average. Prevent them by letting customers fix orders before they ship.
Increase customer satisfaction. Empower customers to make simple corrections as soon as orders are placed, available 24/7.
Reduce support volume. Less tickets and less stress allows your customer service team more time to handle high touch orders or complex issues.
Add weekend and holiday support without hiring staff. Works around the clock with no staffing costs.
Shopify merchants who trust Cleverific
