The Hat Shack offers a variety of headwear for men and women, specializing in made to order straw and felt cowboy hats, in addition to hat care products, outerwear, and other accessories. They sell from both their in-store location in Bakersfield, California and their Shopify store. Since their online debut in 2020, The Hat Shack has earned more than 10,000 loyal customers.
Hat Shack found that their customers frequently received crumpled hats because their packages would get caught in the postal processing machines. They tried sturdier boxes, and third-party package protection, but these solutions proved too expensive, and Hat Shack still needed to process individual claims, creating extra customer service work that burdened their small team.
“For every 20 packages, at least one or two arrived completely crushed. That's the main thing for me. I was using another third-party shipping protection. But for that product, I had to pay out of my pocket. On top of that, I also had to follow claims and everything all by myself.”
By adding Seel’s Buyer Protection, Hat Shack was able to offset the costs and customer service headaches of their regularly occurring shipment damages. This value-added protection is paid for by their customers at a truly negligible cost per order. More importantly, in the event of loss, damage or delay, their customers could easily resolve the issue by themselves through the Buyer Protection resolution process.
Hat Shack customers have overwhelmingly embraced the peace of mind offered by Buyer Protection — 96% of orders now add the option at checkout. Moreover, with Seel’s self service Resolution Center customers can file their claims without involving The Hat Shack, significantly decreasing customer support costs.
“With Buyer Protection, customers can be their own advocate, and we don’t have to be in between. Additionally, shipping notifications have decreased my logistics questions by half. All in all, adding Buyer Protection has increased the credibility of my brand.”
Freddy Ramirez, Owner & CEO of The Hat Shack
Self Service Resolution Center
Buyer Protection Widget
100% Shopper Funded
