Case Study: Onyx Cookware speeds up warranty claims with Claimlane

Onyx Cookware reduces warranty emails 28% with Claimlane

Onyx Cookware, a Danish kitchenware brand, faced significant challenges in managing its growing volume of warranty claims. The process was time-consuming for its customer service team, requiring extensive back-and-forth emails and forcing agents to jump between their Dixa ticketing system and multiple Shopify accounts to issue refunds or replacements. This disconnected workflow could not scale with their international operations across 30 countries. To solve this, they turned to Claimlane for a dedicated warranty and returns management solution.

Claimlane implemented its Return Portal and deep Shopify integration for Onyx Cookware. The portal allowed customers to self-serve claims, automatically collecting all necessary information and eliminating redundant communication. The integration enabled agents to issue one-click refunds and replacements directly from the Claimlane dashboard without switching between systems. This solution delivered a 9x ROI, reduced emails per claim by 28%, and saved 30% of customer service hours, resulting in faster resolutions and a better customer experience.

Onyx Cookware