ORDER EDITING
Customers don't want a portal — they want the wrong size fixed. Chat, email, or a phone call: the agent checks the fulfillment clock and rewrites the order itself, before the label prints.
100+
Native ecommerce integrations, all action-capable
3 days
Contract to editing orders in production
0
Engineering tickets to change an edit rule
NAADAM
Order #48156
Editing · 23:41 left
PlacedPicked · on holdLabelledShipped
Luxe Cashmere Turtleneck
$0.00
difference
Boxy Crewneck ADDED
$241.20
WHAT THE AGENT CAN CHANGE
Not a form the customer fills in — an agent that reads the fulfillment state and writes the change while it is still possible.
Validated and rewritten on the order — and on the label, where the carrier still allows it.
BEFORE
Alex Rivera
114 Grand St, Apt 4R
New York, NY 10013
USPS GROUND · #48156
AFTER
114 Grand St, Apt 4R
New York,
NY 10013
USPS GROUND · #48156
Sizes, colours, and quantities swapped after checkout, charging or refunding the difference automatically.
Price difference $0.00
Variant swappedOffer the item they nearly bought at a bundled rate while the box is still open. Edits become AOV.
Fresh Meals
$24.20 $32 Bundled rate
Cancel inside the edit window, or cancel and re-place as a clean new order when that's the better outcome.
Order #48156
✕ Cancelled
Order #48211
Re-placed · clean orderSkip, swap, or re-date the next delivery in Recharge, Skio, or Ordergroove — in the same conversation as the edit.
OCT
14
DeliveredNOV
15
Re-dated → Nov 28DEC
16
SkippedJAN
17
Swapped: Oat → TealHOWEVER THEY REACH YOU
The edit window is short, so the channel can't be the obstacle. Every route reaches the same agent, the same edit rules, and the same write access to the order.
01
The customer says what's wrong. The agent checks what's still possible and executes it — then offers the bundle while the box is open.
9:41●●● ▮
NaadamAI agent · replies instantly
I ordered the S and I need the M
Your order hasn’t been picked yet, so I can still change it. Swapping to a Medium — same price, nothing to pay.
Luxe Cashmere TurtleneckOat · S → M
Done. Want the Boxy Crewneck in the same box for $241.20 instead of $268?
Yes pleaseNo thanks
yes please
Message Naadam…↑
Same rules as the agent
Add to the same box?
Boxy Crewneck$241.20 $268
02
A reply to any order email is enough. The agent reads it, makes the change, and answers with what it actually did.
Re: Your Naadam order is confirmed
Alex Riverato support@naadam · 1 min ago
I just moved apartments — can you send this to 114 Grand St, Apt 4R instead?
Naadamto alex@ · 40 seconds later
Address updated on order #48156
Done — 114 Grand St, Apt 4R. The label hadn’t printed yet, so nothing is delayed. Delivery still estimated Thursday.
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03
The same agent takes the call, checks the window while the customer is still talking, and makes the exchange offer out loud.
NAADAM
Naadam Support
00:36 · connected
Hi — I think I ordered the wrong size.
I can see order 48156 — the Luxe Cashmere Turtleneck in Small. It hasn't been picked yet, shall I move it to a Medium?
Yes, please
Changed. Same price, nothing to pay. You'll get a confirmation email in a moment.
Naadam Support
CALL SUMMARY · 00:51
Transcribed, tagged, and logged automatically
04
For customers who'd rather not talk to anyone — a branded portal running the exact same policy, with the exchange offered just as hard.
N A A D A M
You can still change this order
23:41 left to edit
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N A A D A M
Add to the same box?
Boxy Crewneck ADDED
$241.20 $268
Powered by KODIF
HOW IT WORKS
Every edit is a bet against the warehouse. The agent reads the state of the order before it promises anything — and holds the box while it works.
EDIT WINDOW
23:37
left before pick
Placed · not pickedAny change allowed
Picked · not labelledAddress & quantity
Label printedCancel or intercept
ShippedNo edits — tracking takes over
The edit window opens on the thank-you page, and the agent is live on every channel at the same moment.
Chat, email, voice, SMS, or the portal — all reach the same agent with the same write access.
Reads fulfillment status and inventory, places a hold with your 3PL, and only then says what’s possible.
The change is written to the order and the difference charged or refunded. The box ships on schedule.
CUSTOM EDIT RULES
Create multiple edit policies based on fulfillment status, order value, customer status, product tags, or destination.
Fulfillment placed, not picked
Any change allowed
Fulfillment picked, not labelled
Address and quantity only
Fulfillment label printed
Cancel or intercept only
Product tag final-sale
No changes
GUARDRAILS
The AI understands the customer, but the order engine controls every action according to your predefined policies.
THE AGENT CANNOT
Edit an order past your cutoff
THE AGENT CANNOT
Swap a restricted product
THE AGENT CANNOT
Apply a price difference outside your rules
WHY BRANDS TURN IT ON
The same agent that takes the chat answers order emails and phone calls — same edit rules, same write access.
FEWER TICKETS
Every change the agent completes is a conversation that never reaches a queue, a macro, or a human racing the warehouse.
HIGHER AOV
A bundled add-on at the moment of the edit converts far better than a win-back email three days later.
FEWER RETURNS
A size fixed before dispatch is a return that never happens — and a refund you never issue.
AI EDIT INSIGHTS
Use natural language to understand which edits customers ask for most, how much revenue comes from upgrades made after checkout, and how many requests arrive after the fulfillment cutoff.
$68K added to existing orders in August, across 2,140 edits
Which size swaps happen most, and on which products?How many edit requests arrived after the cutoff?What did missed address changes cost us in reships?THE REST OF THE PLATFORM
Where is my order?
It's been 5 days.
Your order is in transit and will arrive tomorrow by 8 PM.
Resolution, Retention, and Revenue — one brain across the journey.
ExploreORDER SUMMARY
Subtotal$531.20
Checkout+Protection · free returns
$3.95
Checkout · $535.15
Order protection that adds revenue at checkout.
ExploreReal answers from carrier scans, and exceptions resolved.
ExploreGet a replacementChoose a different product
Get a refundBack to your original payment method
Get store creditUse it for a future purchase
Returns, exchanges, and refunds inside your policy.
ExploreChange, upgrade, or cancel before the label prints — on every channel, by one agent.
Get in touch
KODIF doesn't stop at answering. It identifies the customer, checks policy, takes action, updates systems, creates a test, and turns the conversation into measurable CX intelligence.
Raw Meals