SureBright Helps Sennheiser Reduce Returns and Boost AOV

SureBright, a product protection platform, has helped Sennheiser, a premium audio brand, achieve significant improvements in its customer satisfaction and revenue. Within the first year of the SureBright warranty program, Sennheiser saw a 26% reduction in product returns and a 2% increase in average order value (AOV), driving direct margin expansion per order with zero inventory overhead.

The program's success is reflected in the high attach rates of product protection, which reached up to 31%, surpassing the initial projections of 20% to 21%. Across high-volume orders on its direct-to-consumer (D2C) storefront, the attach rates consistently stayed between 28% and 31%, further highlighting the program's effectiveness.

This anxiety is a common concern among consumers, and SureBright's integrated protection solutions aim to alleviate it.

To address this post-purchase anxiety, SureBright helped Sennheiser integrate protection seamlessly across its Shopify storefront and other key customer touchpoints. The integration included:

- Inbound sales support: Phone agents could add up to five years of extended protection directly to Shopify draft orders during sales calls. - Post-purchase triggers: Automated communications triggered by 3PL delivery scans could allow shoppers to evaluate and add coverage right after their package arrived.

Sennheiser evaluated protection partners for nearly a year before selecting SureBright, drawn to its native Shopify integration, end-to-end claims handling, and credibility among leading industry buying groups such as ProSource. Within a week of onboarding, SureBright equipped Sennheiser’s frontline support staff with comprehensive resource kits to answer customer questions, while managing claims administration independently. This allowed the brand to extend protection without adding operational complexity to its support teams.

Sennheiser, known for its passion to create audio solutions that make a difference, has been operating for more than 80 years. While professional audio solutions such as microphones, meeting solutions, streaming technologies, and monitoring systems are part of the business of Sennheiser electronic SE & Co. KG, the business with consumer devices such as headphones, soundbars, and speech-enhanced hearables is operated by Sonova Holding AG under the license of Sennheiser.

SureBright, used by more than 500 brands, from independent merchants to enterprise retailers, across the U.S. and Canada, allows merchants to launch warranty and shipping insurance programs in as little as 10 minutes, online or in-store, with zero upfront cost. The platform integrates with Shopify, WooCommerce, and 10+ other major e-commerce and POS platforms, plus custom-built environments, and handles all claims, compliance, and financial risk.