The Shopify App That Eliminated 3,000 Monthly Support Tickets Overnight
From OPS Unfiltered by Luminous
March 30, 2026 · 40 min · Episode 55
About this episode
Jared Ward interviews Hamish McKay about automating the post-checkout experience and its impact on support tickets and revenue.
Jared Ward sits down with Hamish McKay, the 23-year-old CEO of OrderEditing.com, to discuss how 1,400+ brands are automating the "messy" post-checkout experience. Hamish explains the specific 15-minute window after a customer hits "buy" where brands either lose thousands to support tickets or gain thousands in net new revenue. They dive into the controversial debate over self-service cancellations, the "prisoner's dilemma" of fundraising, and why some $40M brands are out-profiting $100M giant...
People in this episode
Host: Jared Ward
Guest: Hamish McKay
Topics covered
- post-checkout experience
- support tickets
- self-service cancellations
- fundraising
- e-commerce
Keywords
- Shopify
- support tickets
- automation
- e-commerce
- self-service
- cancellations
- revenue
Mentioned in this episode
Organizations: OrderEditing.com
More episodes of OPS Unfiltered
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- Brands Went Bankrupt Because of THIS · March 10, 2026 · 41 min
- December Luminous Product Update · February 23, 2026 · 5 min
- November Luminous Product Update · February 2, 2026 · 8 min
- We Lost HUNDREDS of Units to This Mistake · January 7, 2026 · 29 min
- October Luminous Product Update · December 16, 2025 · 10 min
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