How Nori Delivered an “Amazon-Like” Post-Purchase Experience

Nori partnered with SHIPAID to deliver an Amazon-like post-purchase experience while keeping full control of customer trust and margins. By using SHIPAID as its resolution engine during peak season, Nori achieved over 82% customer adoption, generated nearly $67K in Shipping Guarantee revenue, and resolved delivery issues at scale with zero backlog. The result was faster resolutions, calmer customer interactions, and a post-purchase experience that reinforced trust without sacrificing brand ownership.

Client: NORI

Website: https://nori.co/

82%+ Shipping Guarantee adoption

82%+ customer opt-in

Low issues at scale

<0.5% issue rate

Zero backlog, zero declines

0 reviews, 0 declines

Overview

NORI is a direct-to-consumer home goods brand redefining garment care with modern, sustainable solutions. As order volume spikes during peak seasons, NORI prioritizes a calm, trustworthy post-purchase experience that matches the quality of its products. By partnering with SHIPAID, NORI gained the control, visibility, and automation needed to resolve delivery issues quickly, reduce fraud risk, and protect margins, all while delivering an Amazon-like experience that keeps customer trust intact.

The Challenge

Q4 Volume, Carrier Uncertainty, and Rising Fraud

Like most DTC brands heading into Q4, Nori saw pressure compound fast:

WISMO tickets surged (“Where’s my order?”)
Carrier scans became inconsistent and unclear
Customers arrived already frustrated from past delivery failures elsewhere
Fraud and policy abuse spiked as volume increased

As Brittany put it, even when you want to do the right thing for customers, it is hard to move quickly and confidently without real visibility and control. Guessing leads to hesitation. Hesitation leads to friction.

The ShipAid Solution

[A]

Recognizing what Nori needed going into peak season, we deployed SHIPAID as the resolution engine for their CX team, bringing clarity when carrier scans were messy, and enabling fast, confident decisions without waiting on carriers or escalating tickets. In just 90 days, SHIPAID helped Nori deliver an “Amazon-like” post-purchase experience at scale.

[B]

SHIPAID quickly became a trusted part of Nori’s checkout experience, driving strong customer adoption and meaningful revenue impact. Customers chose protection at a high rate because the experience felt clear, credible, and aligned with Nori’s brand-turning shipping protection into a consistent value-add instead of a friction point.

[C]

Beyond revenue, SHIPAID improved operational efficiency through automation and workflow control. Self-serve resolution flows and automated order edits reduced CX workload, eliminated backlogs, and kept resolutions fast and customer-friendly, resulting in 0 issues in review and 0 declined claims during a high-volume period.

Positive Impact

Our partnership with Nori demonstrated how SHIPAID helps brands create a faster, more confident post-purchase experience during peak volume. With SHIPAID, Nori reduced WISMO friction, resolved issues quickly even when carrier scans were unclear, and protected margins with fraud signals, without sacrificing customer trust. The result was a smoother CX workflow, stronger adoption, and measurable revenue impact in just 90 days.

SHIPAID is probably my favorite tech stack right now. It’s so easy to get information and get feedback.

- Brittany Adams, Head of Customer Experience at Nori

Brittany Adams

Head of Customer Experience at Nori

Going into Q4, we were dealing with a surge in WISMO, inconsistent carrier scans, and a real spike in fraud and policy abuse. SHIPAID gave us the control and visibility to resolve issues quickly and confidently without waiting on carriers or escalating tickets. The fraud signals helped us protect margins without accusing legitimate customers, and the workflows reduced internal friction during peak volume. ShipAid is probably my favorite tech stack right now, it’s so easy to get information and get feedback.

nori.co