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Most order support tickets are preventable
Today, 29% of support requests are order issues and changes. Most shoppers want to fix their order themselves, yet most merchants don't offer self-service order edits. Instead requests turn into support tickets, manual fixes in the admin, and a lot of cancellations.
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A flow for every kind of edit, and you set the rules.
Choose exactly what shoppers can change, and how long they can change it.
Let shoppers fix their own orders before they ship
Address, size, variant, quantity, a forgotten discount code — shoppers fix it themselves on the thank-you or order status page, within the time window you set. No ticket. No cancel-and-reorder. Changes apply to the original order, and the shopper is charged or refunded right away.
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Prevent cancellations
When a shopper starts to cancel, they’re asked why — and shown a fix instead. A wrong address becomes an address change, a forgotten code becomes a discount, a wrong size becomes a swap. You keep orders, and the revenue, that would otherwise walk away.
Add an upsell moment after checkout
Product recommendations show up right in the edit flow — frequently bought together, top sellers, or your own rules. Shoppers add to the order they already placed, skipping a second shipping fee and lifting average order value without fulfillment risk.
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See the revenue you kept, and the tickets you never got.
A dedicated dashboard ties edits to results: support tickets avoided, revenue kept from orders that weren’t cancelled, upsell revenue from recommendations, and the top reasons shoppers give for cancelling. Edits also show up alongside Returns and Tracking in your AfterShip analytics.
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A self-service editing flow on the Shopify order status and thank-you pages that lets shoppers fix orders before they ship — address, variant, quantity, discount, or cancel.
Changes apply to the original order. No duplicate orders, no cleanup afterward.
Order Edits is available on Premium and above plans in AfterShip Tracking and Returns products.
When a shopper goes to cancel, we ask why and offer a fix first — so more orders are kept instead of lost. We also re-check discounts, update tax automatically, and add AI upsell from the same engine behind your tracking page — all inside a plan you already pay for.
No. Orders are held only during the edit window, then released; editing closes at a set fulfillment stage.
It depends - contact us so we can assess your exact situation.
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