Case Study: Veppo achieves 75% customer service time savings and avoids 2–3x higher platform costs with BigCommerce

Veppo Doubles Down on BigCommerce After it Smokes the Competition

Veppo, a premium vaping brand focused on high-quality devices and refills, initially launched on BigCommerce but briefly moved to Shopify Plus seeking built‑in subscription tools and broader market recognition. After four months and roughly $40,000 spent, the company encountered 2–3x higher costs, missing essentials like order editing, inventory inaccuracies, and subscription/loyalty integration problems that drove down customer service ratings and increased support workload.

Veppo migrated back to BigCommerce, restoring native features — three‑click order edits, accurate inventory tracking, integrated subscriptions and loyalty, in‑cart upsells and customer credits — which simplified workflows and improved the shopping experience. The switch cut customer service time by 75%, resolved fulfillment and pricing issues, lowered operating costs, and boosted efficiency and customer satisfaction.

Veppo

Sabina King

Co-Founder & CEO