Case study
Simple Modern’s warranty claims earn five stars from 96% of shoppers
Simple Modern handles 19,000+ warranty claims a year, most for products bought in stores. AI resolves most of them on claims.simplemodern.com.
19,000+
warranty claims in the last 12 months
15,000+
claims for products bought in stores, not online
96%
of 935 shoppers who rated a warranty claim gave five stars
79%
of resolved claims closed by AI, last 90 days
The challenge
Most of Simple Modern’s claims are warranty claims, and most of those are for tumblers, bottles and lunch gear bought in a store, not on simplemodern.com. Shoppers often don’t have an order number, and each claim needs the right part and the right fix.
What they turned on
Manufacturer warranties with alternate sales channels, so shoppers can file for products bought anywhere, plus sub-issue types like a broken lid or a broken handle.
Simple Modern’s SOPs guide Order Protection’s AI agent. 55 are active, and 22 of them were drafted from the team’s Gorgias help desk and approved before going live.
Results
In the last 90 days, AI resolved 79% of Simple Modern’s claims, and 62% were resolved with no human touch. 93% of resolved claims were settled without a refund.
Of the 935 shoppers who rated a warranty claim in the last 12 months, 96% gave five stars, for a 4.91 average.
Measured from Order Protection claim data, October 2026.
“What I wanted with OP: an easy, quick warranty claim filing process for customers. What I got from OP: an easy, quick warranty claim filing process for customers, and so much more.”
Simple Modern
Customer Experience team
Send us a month of claim volume, and we’ll show you what it looks like resolved.
