The Billion-Dollar Mistake Hiding in Every Shopify Checkout

There's a massive flaw in the Shopify checkout process that costs merchants millions in customer service hours and lost revenue. I sat down with Hamish McKay, CEO of Order Editing, a startup that's solving the one problem Shopify hasn't: letting customers edit their own orders after purchase. He breaks down The Billion-Dollar Mistake Hiding in Every Shopify Checkout—the 1.5% of customers who make a mistake and why giving them self-service options is a huge opportunity. We also explore the hidden technical complexities of building for Shopify and dive into a deep, philosophical conversation about the future of work and creativity in the age of AI. This is an essential conversation for any e-commerce founder or operator. Check out the company: https://orderediting.com

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🕒 CHAPTERS

00:00 - Introduction: The Problem with Post-Purchase Mistakes

00:50 - The 1.5% Problem: A Massive Hidden Cost for Merchants

02:00 - Why Hasn't Shopify Solved This Obvious Flaw?

04:15 - The Acquisition Dilemma: Selling to Shopify

05:40 - How Self-Service Editing Creates Customer Joy

08:45 - The Hidden Technical Hell of Building for Shopify

14:40 - How AI is Now Building 70% of Our Software

21:20 - The Race to Become the "Master App" in E-Commerce

37:45 - The Pleasure of Creation vs. The "Grayness" of AI

43:50 - A Dystopian View on The Future of AI and Humanity

51:15 - "Why The F*ck Am I Running an E-commerce Company?"

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