Seager Co.—the California-based brand inspired by surf, outdoors, and classic western aesthetics—has always put its community first. Built from the ground up, its founders spent their early days handwriting shipping labels and sleeping on the warehouse floor. That grit and authenticity helped Seager build a loyal customer base of likeminded adventurers, artists, and explorers.

But as order volumes grew, so did the complexity of meeting post-purchase expectations—especially when it came to returns and exchanges.

“In the past, customers would contact us to initiate a return, then pay for their own shipping label and drop it off at the post office,” said Jacob Folsom, Customer Experience Lead. “Everything happened over email—it was very manual and ineffective.”

Seager’s fragmented return process wasn’t just costing time—it was costing customer satisfaction and revenue. Rather than let their post-purchase experience keep floundering, Seager made the decision to build a robust partnership with the only end-to-end post-purchase platform that’s certified on Shopify Plus—Narvar.

Driving Revenue Retention With Narvar Shield

With Narvar Shield, Seager launched a self-service portal that made returns and exchanges fast, flexible, and policy-compliant. Customers could now manage the entire process online, increasing convenience while reducing support strain. Since launching:

• Seager retains 43% of revenue on returned products
  
• Return-related inquiries have dropped by 40–50%
  
• Intelligent return rules have reduced operational costs by routing items via the most efficient carrier

“Customers trust our brand more when they don’t need to go to carrier sites to track their orders or returns. Narvar makes our business look more legitimate.” 

Jacob Folsom, Customer Experience Lead at Seager

A Seamless Experience Inspires Change

The turning point came when Co-Founder Case Anderson experienced Narvar while shopping for shoes. A smooth exchange left such an impression that it prompted a deeper conversation about what Seager was missing.

“The retailer I bought from used Narvar, and I was like, ‘Holy s***, what have we been doing?!’ I just typed in my order number, picked the right size, and had the new pair in three days.”

That inspiration led Seager to partner with Narvar—not just to streamline returns, but to create a post-purchase experience that supports growth, builds loyalty, and reduces friction.

Intelligent Personalization Meets Operational Efficiency

Seager now uses IRIS-powered return workflows to automate decisions by product type, shipping destination, and policy rules.

“For example, we built logic to send some returns via USPS and others via UPS,” said Folsom. “Before Narvar, we used one carrier across the board.”

“Narvar saves us so much time. The returns process is 1,000x easier now, and I literally can’t imagine how we’d do returns without it.”

Jacob Folsom, Customer Experience Lead at Seager

Tracking Performance with Narvar Track

Beyond Shield, Seager implemented Narvar Track to improve delivery transparency. The results have been significant:

• 20% reduction in WISMO emails
  
• 10.1% engagement rate on post-purchase marketing assets across 35,000+ orders
  
  

"Roughly 70% of our business is currently online, which means Narvar is a huge asset and essential to what we do”

Case Anderson, Co-Founder at Seager