Stop Losing Money on Returns & Missed Upsells

In this episode of The Seller’s Edge, we’re joined by Hamish McKay, co-founder of OrderEditing—a groundbreaking tool revolutionizing how e-commerce brands handle post-purchase order changes. Hamish brings firsthand experience from managing multimillion-dollar fashion brands and high-profile merchandise campaigns, sharing deep insights into common operational headaches that impact customer experience and profitability.

If you run an Amazon or Shopify brand, or any online store, this conversation is a goldmine. Hamish explains why order mistakes at checkout—like wrong addresses, product variants, or sizes—can lead to soaring returns, wasted fulfillment costs, and negative brand reputation. He dives into how giving customers a simple grace period to update or cancel orders before they ship can dramatically cut return rates by up to 10% and reduce thousands of support tickets.

Beyond fixing errors, Hamish reveals how strategic post-purchase upsells integrated directly into the order editing flow can add thousands of dollars in daily revenue—without additional ad spend. Tune in for practical advice on integrating order edits with backend ERPs like NetSuite, managing inventory risks, and handling seasonal surges like Black Friday or Mother’s Day flawlessly.

Whether you’re scaling your D2C brand or optimizing your Amazon storefront, you’ll walk away with actionable strategies to improve operational efficiency, elevate customer satisfaction, and boost your bottom line.

What You’ll Learn:

• Why many brands struggle with costly post-purchase order mishaps

• How self-service order edits reduce returns and improve CX

• The hidden revenue upsell opportunities after checkout

• Best practices for inventory sync and preventing overselling

• Managing critical order workflows during peak shopping seasons

• Insights from a founder dedicated to solving the “unsexy” but vital e-commerce problems

👤 ABOUT HAMISH MCKAY:

 

Hamish McKay built eCommerce software that over 250,000 shoppers use every month. As CEO and Co-founder of Order Editing, he's enabled online shoppers to make amendments to their order after purchase without contacting customer service. In 12 months, he scaled from a $50K angel cheque to seven figure revenues and 30% profit margins.

 

Order Editing is trusted by brands generating $5B+ in combined annual sales like Kitsch, Hexclad, and Oh Polly. His journey began at 20 in customer service at MrBeast's empire, where frustration with manual order changes sparked the idea that became a multi-million dollar solution.

 

Visit Order Editing website: https://orderediting.com/

Connect with Hamish on LinkedIn: https://www.linkedin.com/in/hamish-mckay/

Order Editing Shopify App: https://apps.shopify.com/order-editing

 

## 🕒 TIMESTAMPS:

 

[00:00] Introduction

[01:05] Common Challenges with Orders

[03:29] Inventory Strategy & Returns

[09:04] Native Tools on Shopify

[11:52] What Inspired Order Editing

[14:18] Profitable Upselling Feature

[20:34] Customer Experience Vs. Operational Efficiency

[23:17] Automation Is Killing Loyalty

[26:11] Trends In Product Categories

[28:15] Trends In Seasonality

[31:06] Seamless Integration of Order Editing

[32:29] Overselling and Inventory Discrepancies

[34:13] Upselling Opportunities

[37:43] Upcoming Order Editing Features

[40:40] Recap and Closing Remarks