How Plant Addicts gave every customer full visibility into split shipments — and recovered $36,968 in carrier claims
Customers ordering live plants need to know exactly what has arrived and what is still coming. LateShipment.com gave us the split-shipment visibility and proactive notifications we needed — and automated the claims recovery work we never had time to do consistently.
About Plant Addicts
Plant Addicts is a US-based online marketplace founded in 2017 by Richard Anderson and Chris Link. The business connects plant lovers with a curated range of trees, shrubs, perennials, and houseplants — fulfilled directly by growers and nurseries across the country, with no central warehouse.
That model gives customers access to a much broader assortment of plants, but it creates a genuinely complex post-purchase operation. A single order may contain products from multiple vendors, leave from different states, travel through different carrier networks, and arrive across several separate shipments on different days.
For Plant Addicts, delivering a clear customer experience means bringing every shipment, item, and delivery event into one unified view — while also automating the recovery work that occurs when fragile, time-sensitive products are lost or damaged in transit.
Challenges and Solutions
Challenge 1: Split shipments created fragmented tracking and repeated customer questions
Customers ordering several plants could receive products from different growers, through different carriers, on different days. During order processing, they often saw only placeholder or partial tracking information, with no consolidated view of which items had shipped, which had been delivered, and which were still on the way. That uncertainty made perfectly normal split deliveries look like incomplete orders — and pushed customers to contact support for answers that should have been visible from the start.
Plant Addicts enabled proactive notifications that reduced avoidable support conversations and improved customer confidence
Challenge 2: Lost and damaged carrier claims required too much manual work to recover consistently
Live plants are fragile, perishable, and time-sensitive. When a package was lost or arrived damaged, Plant Addicts absorbed more than the product cost — they also lost the shipping charge, spent time resolving the customer issue, and risked eroding trust. Recovering that money required the team to manually identify eligible shipments, gather documentation, and file claims carrier by carrier. Smaller-value claims were especially easy to leave unfiled, because the administrative effort often outweighed the individual recovery value. The result was a significant amount of money left on the table every month.
With OneAudit's automated claims recovery, Plant Addicts recovered nearly $37,000 with zero per-claim work for the team.
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