Case Study
How SuiPlay Reduced 2,500+ Support Tickets with Account Editor
A fast-growing Web3 gaming platform transformed their post-purchase experience, saving thousands of support hours while empowering players with instant order management.
Support Tickets Saved
Automated Emails Sent
Significant Growth Impact
Executive Summary
SuiPlay, a fast-growing Web3 gaming platform, wanted to simplify its post-purchase experience and reduce repetitive support requests. By integrating Account Editor, the team empowered players to update their own shipping details while automating notifications and address validation.
SuiPlay saved over 2,500 support tickets, sent 1,800+ automated emails, and significantly improved delivery accuracy and player satisfaction. What was once a manual process became a fast, transparent, and self-service experience, perfectly aligned with SuiPlay’s player-first approach.
About SuiPlay
SuiPlay is a next-generation gaming ecosystem that bridges blockchain technology with immersive digital experiences. Built on the Sui blockchain, it enables players to own, trade, and interact with in-game assets through a secure, transparent, and user-friendly platform.
Business Focus
Creating a seamless bridge between Web3 gaming, digital asset ownership, and commerce.
Building a player-centric marketplace for game collectibles, limited-edition items, and rewards.
Empowering studios and creators to launch blockchain-powered games with real-world utility.
Key Attributes
Pioneer in integrating blockchain ownership into mainstream gaming experiences.
Focused on security, transparency, and accessibility for all users.
Backed by the innovation of the Sui ecosystem and trusted by a global gaming audience.
Core Offerings
Digital marketplace for game assets and merchandise.
Blockchain-based identity and asset ownership for players.
Ecosystem tools for developers to launch and scale blockchain games.
Challenges faced
As SuiPlay’s player community and merchandise orders grew, managing post-purchase changes became increasingly complex.
Rising support volume
Players often reached out to fix small mistakes like an old address or wrong contact detail, creating a constant queue of manual support requests.
Manual backend updates
Every edit required intervention from the operations team, slowing fulfilment and stretching resources during campaign spikes.
Shipping accuracy concerns
Even minor address errors led to delivery issues and replacement costs, frustrating both customers and the logistics team.
Gaps in communication
When updates were made, players weren’t always notified in real time, leading to repeated “Did my order change?” questions.
Scalability pressure
As SuiPlay prepared to expand its digital commerce footprint, the existing process couldn’t sustain growth without automation.
Why Account Editor?
SuiPlay chose Account Editor to bring automation, accuracy, and transparency into their post-purchase journey, all within Shopify’s native environment. The functionalities aligned perfectly with SuiPlay’s mission of creating seamless, self-driven user experiences.
Self-service order management
Enabled players to instantly update shipping addresses and contact information directly from their order status page, no support intervention needed.
Real-time address validation
AE’s built-in Google Maps API ensured every updated address was deliverable, reducing failed shipments and costly resends.
Automated notifications
Customers and internal teams received instant email alerts for every edit, maintaining full visibility and trust.
Effortless integration
Plugged directly into SuiPlay’s existing Shopify setup, requiring no additional coding or third-party dependencies.
Scalable efficiency
Reduced manual workload for the operations team, freeing them to focus on growth and customer engagement.
Goals
Empower players
Allow customers to independently update shipping details, contact info, and order preferences.
Reduce support load
Eliminate repetitive “change my address” and “order update” tickets that slowed down response times.
Enhance fulfilment accuracy
Ensure every order reached the right destination, minimizing delivery errors and costly re-shipments.
Automate communication
Keep players instantly informed whenever an update or change occurred, building trust and transparency.
Scale effortlessly
Create a system that could handle growing order volumes and customer requests without adding manual overhead.
Solution
To solve these challenges, SuiPlay implemented Account Editor as a fully automated post-purchase management layer within their Shopify store. The app was configured to let players instantly edit their shipping details directly from the order status page, a small change that made a huge impact. With real-time Google Maps validation, every address update was verified for accuracy before fulfilment, dramatically reducing failed deliveries. At the same time, AE’s automated notification system kept players informed at every step, while internal teams received alerts to stay in sync without manual tracking. The intuitive Dashboard view gave SuiPlay’s operations team live visibility into edits, notifications, and saved tickets; all without needing additional tools or coding. In just a few clicks, the team transformed post-purchase management into a frictionless, self-service experience, aligning perfectly with SuiPlay’s vision of delivering fast, reliable, and player-centric service.
Results & Impact
The integration of Account Editor delivered measurable operational efficiency and elevated SuiPlay’s post-purchase experience, turning customer autonomy into real business impact.
2,502 Support Tickets Saved
2,502 customer support tickets saved, reducing repetitive workload and freeing up internal resources during peak sales periods.
1,811 Automated Emails Sent
1,811 automated notification emails sent, keeping customers informed of every order change in real time.
Significant drop in manual interventions
Significant drop in manual interventions, allowing the support team to focus on higher-value tasks.
100% Order Accuracy
Faster order processing and improved operational efficiency during new game launches and merchandise drops.
Enhanced customer satisfaction
Enhanced customer satisfaction, driven by transparency, convenience, and post-purchase control.
Improved customer satisfaction and retention
Reinforced SuiPlay’s Web3-first philosophy of empowering users through autonomy and seamless digital experiences.
What SuiPlay Says
Official Review
“Account Editor has been really helpful for our team. Customers can easily fix their shipping details on their own, and it’s saved us a lot of support time. It just makes the whole process smoother for everyone.”
-Team SuiPlay
Key Takeaways
SuiPlay’s experience with Account Editor highlighted several key lessons about scaling post-purchase operations efficiently and delivering a better player experience
Post-purchase flexibility drives efficiency
Allowing customers to manage their own order edits can drastically reduce repetitive support interactions.
Operational visibility matters
A central dashboard view helps teams monitor activity, measure saved effort, and identify optimization opportunities.
Automation strengthens trust
Real-time notifications and confirmations keep players informed, eliminating uncertainty and “where’s my order?” queries.
Scalable systems support growth
Streamlining post-purchase workflows prepares fast-growing brands like SuiPlay to handle higher order volumes effortlessly.
Accurate data prevents revenue loss
Built-in address validation ensures every order reaches the right destination the first time.
Customer empowerment enhances experience
Giving users control not only saves time, it builds loyalty and long-term satisfaction.
Conclusion
For SuiPlay, using Account Editor completely changed how their post-purchase process worked. What used to be a manual, time-consuming task became quick, automated, and effortless for both players and the team. Customers could now fix their own order details in seconds, while the system handled address validation, email updates, and tracking automatically.
This not only saved hundreds of hours of support time but also made players feel more confident and cared for. The result was faster deliveries, fewer mistakes, and a much smoother experience overall. With Account Editor, SuiPlay turned everyday order edits into a simple, self-service moment, proving that a little flexibility can make a big difference in how customers experience a brand.
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