Attach Rate
Drop in shipping-related support tickets
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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.
The 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.
By adding Seel’s On-time Delivery Guarantee, 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 Delivery Guarantee resolution process.
Hat Shack customers have overwhelmingly embraced the peace of mind offered by Delivery Guarantee — 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.
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