MySecretCase
How MySecretCase used self-service cancellations and address validation to retain revenue, protect customer privacy, and avoid roughly €40K in return costs across 5,305 orders.
- Headline result
- ~€0K
- Return costs avoided5,305 orders self-served
"Support has been amazing, super responsive and always quick to help. They consistently implement what we need without any hassle."
A refund is money walking out the door. MySecretCase gave customers a reason to keep it in-store — and at the same time, made sure the wrong address never shipped on a discretion-first order.
A discretion-first brand at serious scale.
Founded in Milan in 2014, MySecretCase is Italy's leading intimate-wellness retailer — ~19,000 orders a month on Shopify Plus, every parcel shipped in anonymous packaging. Two post-purchase moments mattered most: cancellation (money out) and address accuracy (privacy on the line).
The cancellation will happen. The refund doesn't have to be cash.
Standard refund flows treat cancellation as money out the door. MySecretCase used Account Editor to convert that moment into a retention lever with a custom store-credit incentive.
I want to cancel — give me my money back.
Cash refund of €100 leaves the business. The customer leaves too. Reporting shows a sale and a refund.
Customer picks: cash refund €100, or store credit €101 (+€1 bonus). Revenue stays in-store and Net Sales reports correctly.
Customers self-cancelled 3,061 orders — many converted to store credit instead of cash.
Account Editor also corrected a silent reporting error — store-credit cancellations now adjust Net Sales in Shopify financials, so the books match reality.
For a discretion-first brand, the address is the trust.
Anonymous packaging only works if it ends up at the right door. Misdelivery isn't a logistics problem here — it's a brand problem. Customers needed to fix their own addresses, fast, with validation that the fix actually delivers.
My address is wrong — fix it before the parcel ships.
Email support, hope the change lands before pick-and-pack. If it doesn't: a misdelivered, discretion-sensitive parcel.
Customer corrects the address on the order page with validation — the warehouse only ever sees the deliverable version.
Customers corrected 2,229 addresses before shipping — protecting both deliverability and discretion.
Revenue retained. Privacy protected. Reporting fixed.
Across ~11 months, Account Editor's measurable footprint spanned cancellation retention, returns avoidance, and a silent financial-reporting bug — all without adding to the support queue.
5,305 orders served by customers themselves. ~€40K in avoided returns. A smoother operation across cancellation, delivery, and finance — without compromising the discretion the brand is built on.
Measured across the MySecretCase deployment · Jul 2025 – May 2026Figures cover Jul 2025 – May 2026. Return cost estimate is modelled from 2,229 corrected addresses at MySecretCase's blended per-return cost (forward shipping, return logistics, repackaging, reship). Cancellation, address-correction, and detail-fix counts are measured directly from the Account Editor deployment.
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