Post-Purchase Margin Leak

Post-Purchase Margin Leak is the framework for treating everything after checkout as a P&L line rather than a support cost center. Agencies routinely instrument the buying journey (search, recommendations, checkout) and leave the post-purchase layer unmeasured, where refunds, WISMO tickets, and repeat-order churn quietly consume the margin the retainer was hired to protect. The model asks three questions per client: what share of inquiries are post-purchase, what does each one cost to resolve, and which tool in the stack closes it without adding a fourth subscription. Alhena's support concierge is positioned to auto-resolve up to 80% of customer inquiries, which reframes support headcount as a recoverable line item. Pair that with a platform decision: WooCommerce and SureCart both ship cart abandonment recovery natively, so an agency stacking a separate recovery vendor on top is paying twice for one outcome. Audit the post-purchase layer before renewing any e-commerce retainer.