How 50.9% of Pet Releaf's new subscribers opt in to SavedBy's satisfaction guarantee

About Pet Releaf

A pet wellness brand built on ongoing customer relationships. Pet Releaf's subscribers stay as long as their pet needs the product, which puts retention, trust, and an easy day-to-day subscription experience at the center of the business.

Vertical: Pet Wellness
Solution: Smartrr Subscriptions + SavedBy
Use case: 100% satisfaction guarantee for subscribers

The challenge

Manual claims, and a guarantee that stopped at the first order

Before SavedBy, a lost or damaged shipment meant a fully manual process for Pet Releaf's customer experience team: investigating the shipment, reviewing tracking, gathering photos, deciding on a resolution, and coordinating a refund or replacement by hand.

Their previous package protection provider didn't integrate with subscriptions, so coverage applied only to a customer's first order, never to the recurring ones that make up most of Pet Releaf's business. That gap pushed nearly all subscriber claims back onto manual handling, and left Pet Releaf absorbing the cost of refunds and replacements directly.

The solution

One subscription environment, satisfaction guaranteed

Subscription flexibility already sits at the center of how Pet Releaf keeps customers: subscribers can change delivery schedules, swap products, skip, pause, or cancel without contacting support, inside a branded experience that feels connected to the rest of the brand. Loyalty adds another layer, letting customers earn cash off or free product as they stay subscribed.

That focus shows in the numbers. Subscription orders make up more than half of all Pet Releaf orders, ahead of one-time purchases: 56% year to date, and 71% this past quarter.

SavedBy extends that same environment with a 100% satisfaction guarantee, so customers get peace of mind on every order, recurring included, without ever leaving the subscription dashboard they already use.

Messages per thread: 5.6 average, 5 median

Customer experience

70% of claims resolved before reaching Pet Releaf's team

That deflection rate is confirmed on Pet Releaf's own Peel dashboard. Across the 58 customers SavedBy served directly, it exchanged 334 messages (193 from SavedBy, 141 from customers), resolving claims end to end.

“Thank you for handling this matter so promptly and efficiently! I appreciate your time and effort!”

ROSE S., MARCH 27

“Appreciate the insight! Refund it is, thank you so much, Jenny! You've been incredibly helpful.”

JEWEL S., MARCH 24

Impact on the team

More time for the questions that need a person

For orders covered by the guarantee, Pet Releaf's customer experience team now directs customers through an automated claims process instead of independently investigating and funding each resolution from start to finish.

Why it works

A connected retention stack

“Half of customers opt into protection, more than 5,000 orders have been protected, and checkout conversion remains essentially unchanged. It has saved our small customer service team meaningful time. It has been very worth it for us to add SavedBy.”

MIRANDA CARNEY, DIGITAL MARKETING MANAGER, PET RELEAF