Case study · Other online ordering
Transforming Online Presence for Candle Sales and Custom Orders
The client offers a range of beautifully crafted candles designed to provide a unique sensory experience. Their service revolves around quality, personalization, and customer satisfaction. This online ordering project covered catalog setup, order flow and product customization; Netbase JSC, the company behind Printcart, delivered it remotely.
Published · By Huy Nguyen (David), CEO of Printcart
- Other online ordering
- Delivered by Netbase JSC
The challenge
Challenges
Prior to the intervention, the client faced difficulties in managing a complex product catalog, which hindered customer navigation and ordering efficiency. The existing ordering processes were cumbersome, resulting in potential sales losses and customer frustration.
Goals
The primary objectives included enhancing service discoverability, simplifying the ordering process, and improving the overall online customer experience. The client sought a solution that would not only streamline their existing workflows but also ready their product offerings for easier access and customization by customers.
The solution
Client Overview
The client specializes in the production of premium candles, offering a diverse array of scents and styles designed to enrich personal and communal spaces. They prioritize customer engagement and satisfaction, ensuring that each purchase is a delightful experience.
Solution Overview
Netbase's contributions included a comprehensive redesign of the online catalog, which facilitated easier product discovery. Enhancements were made to the ordering flow, allowing customers to navigate seamlessly from product selection to checkout.
Implementation Approach
The solution was employed through several phases, focusing initially on user experience design, followed by the integration of optimized product categories and restructuring of ordering pathways. Feedback loops were established with the client to ensure alignment with their business goals.
What was built
- Improved catalog structure for better service discoverability.
- Simplified ordering process reducing friction in customer transactions.
- Enhanced options for customer artwork uploads and online design capabilities.
- Streamlined navigation enabling faster access to desired products.
Outcome
Outcomes
The intervention led to a significant reduction in customer effort during the ordering process, improved product discoverability, and an overall enhancement in user satisfaction. Customers experienced less friction when selecting product options and submitting orders.
Conclusion
By transforming the client's online presence and optimizing their ecommerce processes, Netbase significantly supported their mission to deliver exceptional customer experiences in the candle market, fostering greater customer loyalty and driving sales growth.
Benefits
What the workflow covers
Easier product discovery
A clearer catalog structure helps shoppers find scents, styles, and collections faster—especially useful for large or seasonal inventories.
Smoother checkout experience
Reduces steps and confusion from selection to payment, helping customers complete purchases with fewer interruptions.
Better handling of personalized orders
Keeps customization details (like uploaded files and special requests) organized and attached to the order for accurate fulfillment.
Fewer manual follow-ups
Automated confirmations and status updates reduce repetitive customer messages and free up staff time for production and service.
More consistent customer communication
Standardized messaging improves trust and sets expectations across order confirmation, review steps, and fulfillment.
Reduced ordering errors
A guided ordering flow and better option structure help prevent missing details, incorrect variants, or incomplete custom information.
Faster internal handoffs
Clear order data and structured customization inputs make it easier for teams to move from sales to preparation to shipping without delays.
Scales with growth
As your store adds more product lines and customization choices, the workflow supports cleaner organization and repeatable processes.
Next step
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Pricing
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More case studies
More case studies: Other online ordering
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Read the case study
FAQ
Questions about this project
Do I need a developer to set this up?
Many stores can set it up with basic admin access and clear product rules (categories, options, order steps). For complex customization and testing, a Pro plan with priority support is recommended.
Can this handle custom orders with file or artwork uploads?
Yes—it's designed to keep customer-provided customization details connected to the order so your team can review them consistently. A Pro plan helps with validation, monitoring, and fewer setup surprises.
Who is this workflow best for?
It’s ideal for candle and home-fragrance brands that sell multiple collections and want a smoother online ordering experience, including personalization steps and clearer product navigation.
Can it send automated order confirmations and status notifications?
Yes. You can set up consistent messages for order received, customization review, and fulfillment milestones. For dependable delivery and tracking, a Pro plan is a safer option.
Will this change how my catalog is organized?
It can, depending on your current structure. The goal is to make categories, collections, and product options easier to browse. You can start small and expand as you confirm what works.
Does it support seasonal collections and limited releases?
Yes. You can set rules that make it easier to surface seasonal lines, gift sets, and featured items while keeping your storefront tidy and searchable.
Will it integrate with fulfillment or shipping tools?
It can, depending on what tools your store already uses. If you need multi-step routing or advanced handoffs, expect additional configuration and consider Pro support for smoother implementation.
How does it reduce ordering friction?
By simplifying the steps customers take to select a product, choose options, add personalization details, and complete checkout—while reducing confusion and repeated back-and-forth messages.
How long does setup usually take?
A basic rollout can be done quickly once your product categories and option rules are defined. Stores with many variants and custom steps typically require more time for testing and refinement.
What happens if something breaks after an update?
Template users must troubleshoot on their own. With a paid plan, you get better stability guidance, monitoring options, and faster help restoring normal operations.
Can you work with a merchant in my country?
Yes. Printcart services are delivered remotely, so we work with merchants in any country. Netbase JSC, the company behind Printcart, has worked with clients in 80+ countries.
Do you support my industry?
Printcart services are not tied to one industry. Full stores, custom development, integration and support are delivered remotely; tell us what you sell and we will say plainly whether Printcart fits.
How do I pay for Printcart services?
You sign the contract with and pay the company, Netbase JSC. Payment is by bank transfer to the company account or by PayPal.
Who do I talk to?
Talk to our CEO, Huy Nguyen (David), on WhatsApp at https://wa.me/84937869689 or by email at support@printcart.com.
Working with Printcart
Remote delivery, one company contract
Printcart is a brand of Netbase JSC. Every Printcart service, from full web-to-print stores and custom development to integration and ongoing support, is delivered remotely, so a merchant in any country and any industry can work with us. Netbase has worked with clients in 80+ countries. Contracts and payments are made with the company, Netbase JSC. Payment is by bank transfer to the company account or by PayPal. To discuss a project, contact our CEO, Huy Nguyen (David), on WhatsApp at https://wa.me/84937869689 or by email at support@printcart.com.
Want a store like this?
Talk to our CEO, Huy Nguyen (David), or the sales team. Every service comes with a written scope and quote.
