Case study
Stix Golf replaces the club that broke, not the whole set
Stix sells complete club sets on its own site and through retailers like Scheels, Costco and Amazon. Order Protection maps every set to its clubs and takes warranty claims from every channel, so a claim ships just the club that needs replacing.
96%
of set claims that needed a replacement shipped just the affected club or part, last 90 days
26
club sets mapped to 149 individual clubs
290
offline warranty claims in the last 12 months, filed without a Stix order
88%
of 106 shoppers who rated their claim gave five stars
The challenge
Stix sells complete sets of up to 14 clubs and a bag in one box. When one club fails, a claim on the set looks like a request for a whole new set, and nobody wants to ship 14 clubs to fix one 7 iron.
Stix clubs are also sold at Scheels, Costco, Amazon and other retailers. Those shoppers never placed an order with Stix, so there is no order to look up. Their claims have to start from where they bought the clubs.
What they turned on
Product taxonomy. Each Stix set is mapped to the individual clubs inside it: 687 set-to-club links across 26 sets and their variants. When a shopper who bought on Stix’s site files on a set, the claim form asks “Which part is affected?” and lists the clubs in that set.
Offline claims for retail purchases. Shoppers who bought from a retailer file on the same Stix claim portal. They choose where they bought the clubs (Scheels, Costco, Amazon, ExpertVoice, Academy Sports and more), find the product in Stix’s catalog, and add proof of purchase when it’s needed, in place of a Stix order number.
A check before every offline resolution. Each offline claim is validated before it can be resolved: where and when the clubs were bought, the price paid, and a match to the right product in Stix’s catalog. Once validated, the claim is covered just like an order from Stix’s own site.
Order Protection’s AI agent, which took over Stix’s claim queue in October 2026. It validates offline claims as well as resolving them.
Results
In the last 90 days, 289 claims on a set needed a replacement, and 276 of them (96%) shipped just the affected club or part. Only 13 needed a whole new set.
Retail purchases get the same treatment. Offline claims were 17% of all Stix claims in the last 90 days, and every one recorded where the clubs were bought. All 67 offline claims that ended in a replacement shipment got individual clubs or parts, and none needed a whole set.
Over the last 12 months, Stix handled 1,600+ warranty claims, 290 of them offline. Of the 106 shoppers who rated their claim, 88% gave five stars.
Since the AI agent took over the queue in October, it has resolved two in three claims, and the median first response is 4 minutes, counting the instant claim confirmation.
Measured from Order Protection claim data, October 2026.
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