Case study
6 in 10 Dandelion Chocolate claims never need a human
Damaged chocolate needs a fast answer while the gift still matters. Order Protection’s AI agent handles most claims from start to finish.
61%
of claims resolved with no human touch, last 90 days
68%
of resolved claims closed by AI, last 90 days
13 min
median time to resolution, last 90 days
1,800+
claims in the last 12 months
The challenge
Chocolate is fragile in transit. Heat and rough handling can damage an order, often a gift, and a small team has to answer each claim quickly.
What they turned on
Shipping protection, a claim portal on Dandelion’s own domain, and Order Protection’s claim queue with auto-execution turned on. The AI agent checks each claim against Dandelion’s SOPs and the photos the shopper sends, then resolves it with a reship, store credit or a refund.
Results
In the last 90 days, 61% of Dandelion Chocolate’s claims were resolved with no human touch, and the median claim was resolved in 13 minutes. Before the AI took over the queue, the median was 102 minutes.
Measured from Order Protection claim data, October 2026.
Send us a month of claim volume, and we’ll show you what it looks like resolved.
