Transforming Warranty and Returns Management with AfterShip

Introduction

Goodr is a retail goods brand recognized for delivering stylish, functional, and affordable activewear to a wide consumer base. With strong demand and a fast-growing customer community, the brand’s success brought an operational challenge: how to manage a high volume of returns and warranty claims efficiently while protecting margins and maintaining customer trust.

For years, Goodr’s customer service team struggled with manual processes and inadequate tools. By implementing AfterShip, they transformed the way they managed warranties and returns—reducing ticket volume, enforcing warranty policies, and gaining insights that improved both operations and product quality.

Challenges

As order volumes scaled, Goodr’s customer support systems were overwhelmed. Six years ago, the team was still manually processing returns in Google Sheets. Each warranty claim required individual review, consuming countless hours and creating significant backlog.

At one point, more than 4,000 claims sat unprocessed. Without time to validate warranty eligibility, the team approved nearly everything—even purchases two years beyond policy. This unsustainable approach eroded profitability and made warranty management a constant source of frustration.

Goodr experimented with multiple returns platforms, but none provided the enforcement tools or flexibility they needed. As one team member described, “Warranties have been the bane of my existence for the last six years, and AfterShip finally makes them simple.”

Why They Chose AfterShip

Goodr selected AfterShip citing three primary reasons:

1. Policy Enforcement with Flexibility
   AfterShip’s ability to enforce a strict 365-day warranty window was critical. Expired claims are automatically blocked, while support agents retain the ability to make exceptions when necessary. “At one point we had more than 4,000 warranty claims just sitting there. The team didn’t have time to check eligibility, so we just approved everything—even for purchases two years old. AfterShip finally gave us a way to police those claims properly.”

2. Actionable Insights
   For the first time, return reasons collected in the portal could be shared directly with Goodr’s quality control team. These insights are now being used to identify product defects and design improvements, reducing returns at the source.

3. Trusted Partnership
   AfterShip’s willingness to engage biweekly with Goodr’s team, support their unique technology stack, and deliver tailored guidance set them apart. As the customer noted, “No one else gave us biweekly meetings. The fact that AfterShip shows up consistently and helps us with our custom tech setup has been incredible.”

Solution

AfterShip worked with Goodr to implement its Returns solution, configuring integrations with the brand’s existing systems and tailoring workflows to their needs. The platform introduced automated policy enforcement, streamlined workflows, and new flexibility:


• Automated warranty checks ensured expired claims were filtered out before reaching the support team.
• Green returns allowed Goodr to refund low-value items without requiring customers to send them back, reducing unnecessary handling.
• Integrated insights captured return reasons, feeding valuable information back into product development.

This combination of automation and control gave Goodr the confidence to manage high volumes of returns without compromising service quality or profitability.

Results

The impact of AfterShip was immediate and measurable. Within months, Goodr achieved:

• 60% reduction in support tickets. Compared with the prior year, customer service workloads decreased dramatically, freeing the team to focus on higher-value tasks.
• Significant reduction in warranty claims. In August 2023, Goodr processed approximately 8,000 warranty claims. By the following year, monthly claims had dropped to around 2,000—a 75% decrease—due to automated enforcement of the one-year warranty window.
• Faster processing and improved customer experience. Automation eliminated the need for manual claim reviews, reducing backlog and improving resolution times.
• Actionable product feedback. Data shared with the quality control team now informs design changes and proactively addresses product issues.

As one team member summarized, “Looking at last summer compared to now, we’re down about 60% in tickets. That’s the biggest change in our day-to-day 
work since switching to AfterShip.”

Customer Voice

Goodr’s experience with AfterShip is best captured in their own words:

• “For us, AfterShip is a one-stop shop for delivery options and post-purchase support. We mainly use it for warranties and returns, where it helps with claims, processing, and customer service.”
• “I’d describe it as no-hassle warranties and returns. Honestly, warranties have
been the bane of my existence for the last six years, and AfterShip finally makes them simple.”
• “It’s like that Amazon experience where you get notified when your package is arriving at your porch—that’s AfterShip. Even though we use you for Returns, that’s the easiest way to explain it to someone new.”

Conclusion

By adopting AfterShip, Goodr transformed one of their most time-consuming pain points into a streamlined, automated process. The results speak for themselves: reduced ticket volume, stricter warranty enforcement, and a data-driven approach to continuous improvement.

For Goodr, AfterShip is more than a technology vendor—it is a trusted partner that delivers measurable impact, scalability, and peace of mind. In the words of the customer, “AfterShip finally makes warranties simple.”