How Ergobaby unified post-purchase operations across every channel

Ergobaby sells baby carriers, strollers and related products through its Shopify store, retail partners and distributors. As the business grew across channels and regions, post-purchase processes evolved across several systems and workflows.

Claimlane brings these cases into a more structured and scalable setup, helping Ergobaby create greater consistency across customer, retail and partner experiences.

The Outcome

By bringing returns and warranty workflows into Claimlane, Ergobaby created a more structured foundation across customers, internal teams and retail partners. This has made it possible to:

* Guide customers through structured self-service flows.

* Collect more complete and consistent information from the start.

* Improve communication with retailers and B2B partners.

* Give teams a more comprehensive view of post-purchase cases.

* Create stronger data for reporting and identifying trends across products and channels.

The Problem

Ergobaby’s post-purchase operation was spread across multiple systems and manual processes.

Customer returns, service requests, order information and distributor warranty cases were managed through different workflows. This made it challenging to create a consistent view of returns and warranty activity across regions, teams and sales channels.

Partner and distributor cases often required information to be gathered across multiple interactions, including product details, documentation and supporting materials. Bringing that information into a consistent process presented an opportunity to make collaboration easier for both Ergobaby and its partners.

Returns can also require different resolutions depending on the product and situation. For larger products, for example, resolving an issue at the component level can provide a more efficient experience than requiring an entire product to be returned. Supporting these different scenarios requires clear communication, documentation and flexible workflows.

As case volume and operational complexity grew, Ergobaby needed a more structured way to collect information, route cases and analyze post-purchase trends.

A More Consistent Process Across Channels

Claimlane provides Ergobaby with a common framework for customer returns, warranty claims and partner cases.

DTC: Customers purchasing through Ergobaby’s online store can use a self-service portal that collects relevant order information, case details and documentation.

Retailers and B2B: Shared workflows support communication with retail partners and provide a structured way to manage approvals, shipping details and outcomes.

By applying a common framework across these experiences, Ergobaby can collect information more consistently while adapting individual workflows to the needs of each channel.

What changed

Ergobaby now has a more structured foundation for managing returns and warranty claims.

Customers are guided through the appropriate flow and prompted for relevant information from the start, giving teams cleaner and more consistent data to work with.

Routing, approvals, statuses and notifications help cases move efficiently through the organization while providing greater visibility into each stage of the process.

Communication with retail and business partners can also be managed through more consistent workflows, helping teams maintain a clearer view of post-purchase activity across channels.

Structured case data provides a stronger foundation for reporting and analysis, helping Ergobaby understand claim activity and identify trends across products, markets and channels.

The rollout began with B2C workflows and continues to expand as Ergobaby develops additional customer and partner experiences. The flexible structure allows B2B and distributor processes to be introduced and refined as the company’s requirements evolve.