How Onyx Cookware solves claims faster with 1-click refunds and replacements
Before Claimlane
Before Claimlane, Onyx Cookware handled every customer ticket through their ticketing system in Zendesk, later switching to Dixa. Warranty claims arrived together with regular support tickets. But they were far from regular.
Each warranty claim meant their customer service agents had to:
- Go back and forth with the customer over email to collect all the right information.
- Leave the ticketing system and jump into Shopify to issue a refund or send a replacement.
It was time-consuming and it was slowing everything down.
The challenge
Warranty claims were obviously hurting the customer service team’s workflow and the customer experience.
One reason claims slowed down the customer service team were due to Onyx Cookware selling their products in over 30 countries through their online stores.
Each market had a separate Shopify system, with all their customer service handled from one team in Denmark.
A big problem with this e-commerce setup, was every time a customer service agent had to issue a refund or replacement, they had to figure out which Shopify account to use, which created delays and extra work.
“Warranty claims were by far the most time-consuming tickets our customer service team received, because it forced them out of their ticketing system and into Shopify – Rasmus Andersen, Chief Operating Officer
When they started analyzing their ticket resolution times, they quickly realized just how time-consuming each warranty claim was.
Every warranty claim disrupted the customer service team’s workflow. Agents had to make sure all the right information was collected, usually through multiple emails with the customer.
Then, they had to leave their ticketing system, find the right Shopify account and issue a refund or create a replacement order.
What they needed was a better way to handle their warranty claims.
How Onyx Cookware uses Claimlane
First, Onyx Cookware wanted a dedicated place to handle warranty claims. They decided to moved all warranty claims and return tickets into Claimlane. No more scattered emails and jumping between different systems.
Now each new claim and return ticket arrives in Claimlane, while their more standard support requests are kept in their ticketing system.
Self-Service Return Portal
With Claimlane, Onyx Cookware built their own return portal. Now, instead of emailing the business, customers are directed to the portal where they can submit a warranty claim or return.
Customers enter all the needed information themselves, so customer service agents no longer have to chase missing details.
“Having the customers self-serve, not only made for a much better customer experience, but also removed unnecessary communication between the customer and our agents.” - Rasmus Andersen, Chief Operating Officer
This solved one of the biggest time sinks: collecting claim information.
And with Claimlane’s automatic translation feature, Onyx Cookware could launch the portal in all 30+ markets, simultaneously.
Deep integration with Shopify
Onyx Cookware also integrated Claimlane with their Shopify system. This integration enabled:
- Their return portal to pull in order information automatically, just from an order number. That means fewer errors and more accurate claim tickets.
- Claimlane connects with all their different Shopify systems, automatically finding the right account.
- Issuing refunds and replacements directly in Claimlane.
- Automatic replacement orders are drafted in Claimlane with just one click.
“Handling a replacement manually means jumping into Shopify and then creating the replacement order. With Claimlane, our customer service agent clicks a button and it instantly drafts the entire order, all we have to do is review and accept.” - Rasmus Andersen, Chief Operating Officer
The Shopify and Claimlane integration allows Onyx Cookware to issue refunds and replacements from a single Claimlane dashboard, even though they operate multiple Shopify accounts.
This means they can handle warranty claims across all markets without switching between accounts.
It results in faster, more efficient claims handling, no mistakes from using the wrong Shopify store, and a centralized workflow.
A warranty claims process that doesn't involve multiple tools
Today, all Onyx Cookwares warranty claims go straight to Claimlane. General support tickets stay in Dixa. That separation alone has made things easier.
Here’s how it works now:
- The claim arrives in Claimlane with all the information already filled out by the customer from their self-service return portal.
- The customer service agent checks the ticket to see if it qualifies for a refund or replacement.
- With one click, the refund or replacement is issued, directly from Claimlane.
"A smooth-running customer service team is a top priority for us. Claimlane helped alleviate one of our biggest bottlenecks, which was warranty claims." - Rasmus Andersen, Chief Operating Officer
Results
With Claimlane, Onyx Cookware has:
- Reduced emails between customers and agents by 28% per warranty claim
- Saved time for their team by keeping everything in one place.
- Reduced their ticketing handling staff by 30%.
- They achieved an ROI of 11x using Claimlane.
“We are at a stage now where we are comfortable sending Trustpilot requests directly to our customers who had a claim, because we deliver a much better experience.” - Rasmus Andersen, Chief Operating Officer
Customers now get faster answers and quicker resolutions.
“Before Claimlane, our customer could expect their claim to involve back-and-forth emails and be quite time-consuming, now a claim will be submitted at 8:00 AM and resolved at 10:00 AM” - Rasmus Andersen, Chief Operating Officer
Spending too much time handling warranty claims?
Spend less time on claims while delivering a much better customer experience. Build your Self-Service Portal and start handling claims from your own dedicated Warranty Claims and Returns Platform.
Book a demo with Claimlane and see how much easier it can be.
