--- title: Open the Window to a Better CX Experience With ChannelApe description: Increase AOV, NPS, and Retention with the ChannelApe YES Window. image: https://www.channelape.com/hubfs/yeswindow-header.jpg --- [![Full Color Logo - Cropped - New](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Logos/Full%20Color%20Logo%20-%20Cropped%20-%20New.svg)](https://www.channelape.com) - Solutions - Resources ![grow-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/grow-icon.svg) Grow [Wholesale channels Big Box - X12 EDI support](https://www.channelape.com/solutions/grow/b2b-wholesale) [Brick-and-mortar channels Enable smaller retailers](https://www.channelape.com/solutions/grow/brick-and-mortar-channels) [Dropship your products Let others easily sell for you](https://www.channelape.com/solutions/grow/dropship-your-products) [Pre-sale orders Without the headache later](https://www.channelape.com/solutions/grow/pre-sale-orders) [Distribution footprint Additional locations & partners](https://www.channelape.com/solutions/grow/distribution-footprint) ![manage-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/manage-icon.svg) Manage [Reserve Inventory Influencers, wholesale & more](https://www.channelape.com/solutions/manage/reserve-inventory) [Inventory effective & expiration dates No more spreadsheets required](https://www.channelape.com/solutions/manage/inventory-effective-expiration-date) [Multi-status, multi-location inventory Warehouses, stores, and channels](https://www.channelape.com/solutions/manage/multi-status-multi-location-inventory) [Fulfillment holds & order edits Auto-hold on new CX ticket](https://www.channelape.com/solutions/manage/fulfillment-holds-order-edits) [Automate fulfillment rules Bundles, marketing SKUs, and more](https://www.channelape.com/solutions/manage/automate-fulfillment-rules) ![monitor-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/monitor-icon.svg) Monitor [Inbounds - New & Returns By SKU & Date](https://www.channelape.com/solutions/monitor/inbounds-new-return) [Fulfillable Inventory By status and location](https://www.channelape.com/solutions/monitor/fulfillable-inventory) [Fulfillment Partners SLAs, exceptions, and overall activity](https://www.channelape.com/fulfillment-partners) [Dashboards & Reports Use ours or build your own](https://www.channelape.com/solutions/monitor/dashboards-reports) [Monitoring, Alerting, Export Email, Slack, GSheets, S3, 5Tran](https://www.channelape.com/solutions/monitor/monitoring-alerting) ![enable-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/enable-icon.svg) Enable [Clearer financial picture Simplify monthly close](https://www.channelape.com/solutions/enable/clearer-financial-picture) [Store inventory online See your retail store inventory](https://www.channelape.com/solutions/enable/store-inventory) [One team to implement More than just a tool](https://www.channelape.com/solutions/enable/one-team-to-implement-customize-manage) [Customization - API Dozens of API endpoints](https://dev.channelape.com) [Integrations See all the apps](https://www.channelape.com/apps) [Support Get 24/7 help](https://www.channelape.com/support-landing) [Knowledge Base Read in-depth guides](https://www.channelape.com/support-landing?kb=true) [Guides & Whitepapers Improved inventory management](https://www.channelape.com/resources) [Fulfillment Partners Global 3PL warehouse companies](https://www.channelape.com/fulfillment-partners) ![book-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/book-icon.svg) Featured Resources ![The Definitive Guide to 3PL’s-min](https://www.channelape.com/hubfs/The%20Definitive%20Guide%20to%203PL%E2%80%99s-min.png) eBook The definitive guide to 3PL Get the information and insights you need to make better-informed decisions for your business. Download Now ![Saysh Shoes-1](https://www.channelape.com/hubfs/Saysh%20Shoes-1.png) Case Study Saysh When Saysh saw a 1000% increase in order volume for their holiday sale, they successfully fulfilled every order—without overselling. Read Story ![integration-issues](https://www.channelape.com/hubfs/2022%20-%202H/integration-issues.png) Whitepaper Online Customer Shopping Habits Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor. Download Now - Solutions ![grow-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/grow-icon.svg) Grow [Wholesale channels Big Box - X12 EDI support](https://www.channelape.com/solutions/grow/b2b-wholesale) [Brick-and-mortar channels Enable smaller retailers](https://www.channelape.com/solutions/grow/brick-and-mortar-channels) [Dropship your products Let others easily sell for you](https://www.channelape.com/solutions/grow/dropship-your-products) [Pre-sale orders Without the headache later](https://www.channelape.com/solutions/grow/pre-sale-orders) [Distribution footprint Additional locations & partners](https://www.channelape.com/solutions/grow/distribution-footprint) ![manage-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/manage-icon.svg) Manage [Reserve Inventory Influencers, wholesale & more](https://www.channelape.com/solutions/manage/reserve-inventory) [Inventory effective & expiration dates No more spreadsheets required](https://www.channelape.com/solutions/manage/inventory-effective-expiration-date) [Multi-status, multi-location inventory Warehouses, stores, and channels](https://www.channelape.com/solutions/manage/multi-status-multi-location-inventory) [Fulfillment holds & order edits Auto-hold on new CX ticket](https://www.channelape.com/solutions/manage/fulfillment-holds-order-edits) [Automate fulfillment rules Bundles, marketing SKUs, and more](https://www.channelape.com/solutions/manage/automate-fulfillment-rules) ![monitor-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/monitor-icon.svg) Monitor [Inbounds - New & Returns By SKU & Date](https://www.channelape.com/solutions/monitor/inbounds-new-return) [Fulfillable Inventory By status and location](https://www.channelape.com/solutions/monitor/fulfillable-inventory) [Fulfillment Partners SLAs, exceptions, and overall activity](https://www.channelape.com/fulfillment-partners) [Dashboards & Reports Use ours or build your own](https://www.channelape.com/solutions/monitor/dashboards-reports) [Monitoring, Alerting, Export Email, Slack, GSheets, S3, 5Tran](https://www.channelape.com/solutions/monitor/monitoring-alerting) ![enable-icon](https://www.channelape.com/hubfs/2023%20Mega%20Menu%20Assets/Icons/enable-icon.svg) Enable [Clearer financial picture Simplify monthly close](https://www.channelape.com/solutions/enable/clearer-financial-picture) [Store inventory online See your retail store inventory](https://www.channelape.com/solutions/enable/store-inventory) [One team to implement More than just a tool](https://www.channelape.com/solutions/enable/one-team-to-implement-customize-manage) [Customization - API Dozens of API endpoints](https://dev.channelape.com) - Resources [Integrations See all the apps](https://www.channelape.com/apps) [Support Get 24/7 help](https://www.channelape.com/support-landing) [Knowledge Base Read in-depth guides](https://www.channelape.com/support-landing?kb=true) [Guides & Whitepapers Improved inventory management](https://www.channelape.com/resources) [Fulfillment Partners Global 3PL warehouse companies](https://www.channelape.com/fulfillment-partners) [Login](https://appx.channelape.io/) Customers # Open the Window to a Better CX Experience With ChannelApe Increase AOV, NPS, and Retention with the ChannelApe YES Window. [Steve Keyes](https://www.channelape.com/blog/author/steve-keyes) May 9, 2022 --- ### Despite the old adage, sometimes the customer is wrong. They order mediums when they want larges, blue when they really want gray. They leave their old addresses in the shipping instructions. People are busy, and they make mistakes. ![Group 522](https://www.channelape.com/hs-fs/hubfs/2022%20Blog%20Articles/Group%20522.png?width=1072&name=Group%20522.png) With a standard one-hour hold window on orders—in place primarily to avoid fraud—most direct-to-consumer (DTC) brands allow customers to fix errors, change their minds, or even add to their order for a very short period of time. Many customers make such changes within the allotted hour after their purchase, because an order-confirmation gets their attention. They get an email saying, “Hey, your order was received, and here’s what you ordered.” They realize they made a mistake, and they fix it.  ![Group 521](https://www.channelape.com/hs-fs/hubfs/2022%20Blog%20Articles/Group%20521.png?width=1072&name=Group%20521.png) But plenty of customers don’t realize their mistakes that quickly, and precious few brands can easily edit an order once it is sent to the warehouse. Let’s face it: Warehouse staff have enough to do without the time- and energy-intensive efforts involved in trying to catch and change a single order. You can beg them to hunt through their 20,000-foot warehouse for one $70 pair of shoes, but it’s probably not going to happen. That means you won’t be able to accommodate the change request. Your customer will be disappointed.  ## **What’s a Small Brand to Do?** ![Group 520](https://www.channelape.com/hs-fs/hubfs/2022%20Blog%20Articles/Group%20520.png?width=1072&name=Group%20520.png) With smaller brands, customer experience (CX) teams tend to work 9–5, Monday through Friday. They aren’t huge retailers with 24/7 customer service; these are teams of 10–20 people trying to make things happen.  Imagine an order comes in at 7 pm on a Friday. Your CX team won’t be able to take any action on the order until Monday morning. But thanks to the magic of automated inventory and fulfillment processes, the warehouse begins processing the order over the weekend. If your customer realizes they want to make a change on Sunday, it’s too late to do so by the time the CX team is back at work on Monday. No one is at fault; it’s just the way things are set up. The change window has closed. Your customer is unhappy.   ## **Say Yes to Customers** **![AdobeStock\_392385724](https://www.channelape.com/hs-fs/hubfs/2022%20Blog%20Articles/AdobeStock_392385724.png?width=1072&name=AdobeStock_392385724.png)** One of our brands, a makeup manufacturer, asked if ChannelApe could help them do things a little differently. They were seeing change requests pile up on Monday mornings, when it was too late to oblige them. They wanted the ability to expand or contract their hold periods based on their CX team hours, as well as to extend the hold window when their 3PL warehouse was closed for a holiday, shut down for inventory, or a myriad other reasons.  Our customers are the experts in their day-to-day operations, so we pride ourselves on being really responsive to their needs. “Any feature we build to meet one brand’s request becomes available to all our customers,” says Mike Averto, ChannelApe’s founder and CEO. “We build it for a specific need, but we do it in such a way that it will work for everyone else who uses the platform.” | **That’s how ChannelApe’s YesWindow came to be:** We said “Yes” to our customers to allow them to say “Yes” to their customers. | | --- |   ## **Increase AOV, NPS, and Retention** **![Group 518](https://www.channelape.com/hs-fs/hubfs/2022%20Blog%20Articles/Group%20518.png?width=1072&name=Group%20518.png)** YesWindow is an adjustable window of time that lets brands automatically withhold orders from processing to accommodate their specific schedules and give their CX team time to respond to changes. It gives brands complete control to fulfill inevitable change requests *before* orders are sent to the warehouse for fulfillment.  YesWindow’s capabilities bring brands a bevy of additional benefits, saving them money, time, and even emissions. Say an order comes in, and a few hours later your customer realizes, “Actually, I want a different size.” The order has already been processed, and it’s on its way, meaning you’ve just shipped an item that you need to ship back. Then you have to reship the correct item. That’s three shipments instead of one, which increases the amount of CX time and money your brand spends on that single order—not to mention the increased emissions. ![Group 519](https://www.channelape.com/hs-fs/hubfs/2022%20Blog%20Articles/Group%20519.png?width=1072&name=Group%20519.png) A static, limited hold period also can have a real effect on average order value (AOV). If AOV goes down by just $5 or $10, that can add up to a big revenue hit come the end of a quarter because you have to pay for multiple shipments. But an expandable CX hold window can *increase* AOV. If your customer places an order on a Friday and you successfully retarget them over the weekend on another item they’d been considering, YesWindow allows your brand to accommodate that add request and ship it in the same order. You’ve just increased AOV. ![AdobeStock\_339256871](https://www.channelape.com/hs-fs/hubfs/2022%20Blog%20Articles/AdobeStock_339256871.png?width=1072&name=AdobeStock_339256871.png) Likewise, your responsive, flexible, helpful service improves customer satisfaction and retention. Your delighted customers tell their friends about their great experience, increasing your net promoter score (NPS) and enhancing your brand reputation. Fully adjustable YesWindow gives brands more control of operations and customer support. Memorial Day weekend sale? Warehouse inventory day? Just open your CX window a little wider, and give people more time to make changes or additions. When your customer wants to make a change, you could say: “Shoot. Sorry, it’s already been processed. Here’s a return label you can print and stick on the box when it arrives. When we receive it back, we’ll start all over.” Or you could say: “Yes, no problem. We changed the color. We should ship out today.” With YesWindow, it’s an easy choice. Learn more about [enabling post-purchase order edits](https://www.channelape.com/yes-window). [Customers](https://www.channelape.com/blog/tag/customers) ## Similar posts Customers ### [6 Teams, 1 Problem: Stop Overselling With Interdepartmental Inventory Alignment](https://www.channelape.com/blog/stop-overselling-with-interdepartmental-inventory-alignment) Overselling has massive impacts on all your internal teams. And every team can help decrease this risk with company-wide inventory visibility and... Steve Keyes Jun 9, 2022 Customers ### [Mid-Year Reset: Do These 3 Things to Improve Your Inventory Management Right Now](https://www.channelape.com/blog/3-things-to-improve-real-time-inventory-management) Active and focused real-time inventory management is worth every ounce of effort you put into it. Here are three considerations to exceed in the... Steve Keyes Jun 8, 2022 Customers ### [ERP Is Not The Answer](https://www.channelape.com/blog/erp-is-not-the-answer) Don’t get us wrong: ERPs work well for accounting and finance, so by all means, consider using NetSuite or SAP or whichever company for your... Steve Keyes May 19, 2022 [![channelape-white](https://www.channelape.com/hubfs/channelape-white.svg)](https://www.channelape.com/) 228 Park Ave S PMB 82108 New York, New York 10003-1502 ### Product - [Login](https://app.channelape.io/) - [API docs](https://docs.channelape.io/) - [Knowledgebase](https://www.channelape.com/support-landing?kb=true) - [Status](https://channelape.statuspage.io/) - [Support](https://www.channelape.com/support-landing) ### Company - [Blog](https://www.channelape.com/blog) - [Fulfillment partner program](https://www.channelape.com/partner) - [Careers](https://www.channelape.com/careers) - [Branding Guidelines](https://www.channelape.com/branding-guidelines) © 2022 ChannelApe [Privacy Policy](https://www.channelape.com/privacy) [Terms of Service](https://www.channelape.com/terms) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Steve Keyes", "url" : "https://www.channelape.com/blog/author/steve-keyes" }, "dateModified" : "2022-06-17T18:33:57.285Z", "datePublished" : "2022-05-09T21:29:30.000Z", "headline" : "Open the Window to a Better CX Experience With ChannelApe", "image" : [ "https://www.channelape.com/hubfs/yeswindow-header.jpg" ], "mainEntityOfPage" : { "@id" : "https://www.channelape.com/blog/open-the-yes-window", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.channelape.com/hubfs/Full-Color-Logo.png" }, "name" : "ChannelApe Inc" } } ```