AfterShip Turns Post-Purchase From a Cost Center Into an AI-Powered Revenue Engine

AfterShip Intelligence Automates Exception Handling and Returns, Already Driving Measurable Results at Dr. Squatch and Naked Wardrobe

TORONTO--(BUSINESS WIRE)--AfterShip, the post-purchase platform powering branded customer experiences for 20,000+ brands globally, today launched AfterShip Intelligence, bringing agentic automation and predictive intelligence to post-purchase tracking, returns, and shipping.

Since 2012, AfterShip has operated behind the scenes of e-commerce, powering shipping, tracking, and returns for more than 20,000 brands. Over that time, it has produced the largest post-purchase dataset in the industry: 14 years of proprietary data spanning more than 11 billion shipments, approximately 110 billion delivery checkpoints, and 1,400+ carriers—standardized into a single engine. That is the foundation behind AfterShip Intelligence, a suite of proprietary domain models purpose-built for delivery prediction, exception forecasting, and return intelligence – not general-purpose AI adapted for retail. With AfterShip Intelligence, retailers can now automate operational work, identify problems before customers experience them, and turn every order into an opportunity to protect and grow revenue.

Launch partners Dr. Squatch and Naked Wardrobe are seeing measurable results with AfterShip Intelligence. Since deploying AfterShip Agent for exception handling, Dr. Squatch has improved exception resolution time by more than 58% and reduced its most frequent "where is my order" tickets by 25%, while driving a 42% lift in positive sentiment on agent-initiated conversations, as the agent handles more customer interactions. The brand also deployed AfterShip’s predictive delivery tools in weeks, compared with the four-plus months required by its previous provider, achieving 94% on-time estimated delivery accuracy across 99.98% of orders. At Naked Wardrobe, where the agent is deployed for RMA Review, return reviews that previously took 5 to 10 minutes are now roughly 40% faster, with Risk Assessment and Customer History built directly into the workflow. The agent also identifies which RMAs are safe to approve, allowing 15% to 20% of RMAs to be resolved automatically without manual review, a meaningful efficiency gain for a small team.

"For years, post-purchase has been treated as a cost center, but it's one of the most valuable moments in the customer journey," said Teddy Chan, Founder and CEO at AfterShip. "As customer acquisition gets more expensive, brands can't afford to treat tracking and returns as back-office operations. We built AfterShip Intelligence to automate the work that slows teams down, predict issues before customers feel them, and give operators AI they can trust because they stay in control."

At the center is AfterShip Agent, the company's first AI agent built specifically for post-purchase operations. Launching with Exception Handling and Return Merchandise Authorization (RMA) Review, the agent proactively identifies shipment issues, gathers relevant context, recommends resolutions, and executes the tasks – work that today pulls operators across three to five disconnected systems to resolve a single order. Every action is explainable and reviewable, with human approval required for any financial or customer-facing decision.

AfterShip Intelligence also embeds AI across the post-purchase journey: predictive estimated delivery dates that combine carrier data with AfterShip's real-time shipment intelligence, proactive flags of at-risk orders before traditional tracking signals appear, personalized product recommendations, and AI-powered exchange recommendations that retain revenue rather than issuing refunds.

While much of the agentic commerce conversation has focused on helping shoppers discover and purchase products, AfterShip is bringing agents to what happens after the transaction. Through agent-first Application Programming Interfaces (APIs), Model Context Protocol (MCP) servers, and one-click connectors, merchants can bring AfterShip's post-purchase intelligence into the AI tools they already use, including Shopify Sidekick, Claude, and ChatGPT.

"As AI continues to reshape how brands operate, we see a real opportunity to apply that intelligence to the moments that happen after a purchase," said Joan Park, Senior Customer Experience Analyst at Dr. Squatch. "AfterShip Intelligence gives our team the context and automation to resolve delivery issues more efficiently, while keeping our focus on delivering a great customer experience. It’s an important step toward making post-purchase a more intelligent part of the customer journey.”

“Returns are an important part of the customer experience, and we want our team spending its time where human judgment adds the most value," said Jackie Avila, Head of Customer Service at Naked Wardrobe. “AfterShip Intelligence features help us automate the straightforward decisions while giving our team the context they need when a return requires a closer look. As AI becomes a bigger part of retail operations, this is the kind of practical automation that can make a meaningful difference for both teams and customers.”

To learn more, visit aftership.com/ai

About AfterShip

Founded in 2012, AfterShip is an AI-powered post-purchase platform that powers 20,000+ commerce brands globally. AfterShip provides customers with a single platform that conveniently covers nearly every touchpoint of the buyer journey, both online and in-store. AfterShip works with brands across fashion, beauty, home, wellness, and more, including Whoop, Toms, Away Travel, Dr. Squatch, Gymshark, and e.l.f. beauty. The company’s post-purchase infrastructure spans 1,400+ carrier integrations and 14 years of shipment data, making it one of the most widely connected platforms in e-commerce. Learn more at Aftership.com