Oh Polly’s past, present, and future with Order Editing

There used to be 2,000 customers reaching out to Oh Polly every single month for a manual order edit. 



Whether it was an address change, forgotten discount code or not buying express shipping—it was costing the brand heavily. 



Gemma Mander, Operations Support Coordinator at Oh Polly and Bo+Tee tracked that they were spending more than 200 hours a month making these changes for customers who reached out in time. 


The rest of the time?



The orders had already been picked, packed, and often dispatched which led to more returns and unhappy customers.


How did this change after launching Order Editing?

‍Oh Polly launched Order Editing in September 2024 and decided to give customers a 15 minute window to make self-service order changes.


That very first month they had an 85% decrease in customer contacts.

Customers were:

• Editing address
• Cancelling the order
• Changing size or colour
• Buying additional items
• Upgrading their shipping method
• Applying forgotten discount codes

“It takes four to six minutes to resolve these tickets so Order Editing immediately saved us about 130 hours of manual work in month one. I can’t believe this hadn’t always existed.”

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And after a few months?


”A few months in and we’d tracked a 20% reduction in total customer service tickets. It’s insane to see a 15 minute window have THAT much impact.”


‍As you can see from Oh Polly’s helpdesk data above, customer service tickets for order edits have steadily decreased to a healthy 98% reduction from pre Order Editing times.

How have upsells performed for you?

”We didn’t expect how much they’d like the upsell features. To the effect that 0.5% of our outbound orders have been upsold by Order Editing—which is quite impressive considering we don’t offer any discounts. It’s customers buying another full priced product.”

“We also just launched the new checkout upsells on our sister brand, Bo+Tee, and already in the first month we’ve sold an additional 530 products. Which is a lot!”

What do your customers think of it?


‍”We asked customers what they’d recommend about Oh Polly and Order Editing was mentioned by our customers! One customer wrote ’the way you can do all sorts of edits to the order within 15 minutes is so good’. It’s also popped up on Trustpilot reviews.”



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When three to four thousand customers are using Order Editing every month on Oh Polly, it’s crucial that we deliver a world class user experience.


‍How has working with us been?


‍"As we’ve evolved, you’ve evolved too. It’s felt more like a partnership than anything, it’s collaborative and it’s fun to work together. You’ve also built things that we’ve requested and would help us too. Like the invoice download feature for example. Shout out to Kiril for building that! Or the fulfilment routing, now that we have different fulfilment locations.”



Thank you, Gemma <3