BreatheFree Cuts Shipping-Related Losses by 21% with ParcelPanel Shipping Protection

Business Profile

BreatheFree is a health and wellness brand serving customers who are looking for natural ways to break their nicotine addiction. They create resistance necklaces with flavored cores, herbal diffusers, and wellness supplements designed to replace smoking habits with healthier alternatives. 

The company has successfully built a community of over 50,000 people who support each other through their quitting journey

Brand: BreatheFree

Industry:  Health

Platform: Shopify 

Country: UK

Year Founded: 2025

Usage: Since July 2025

BreatheFree launched its products in 2025. It was also the same year when the smoking cessation market started to boom. The brand understood that traditional nicotine patches and gums weren't for everyone, so they created a new alternative. 

But BreatheFree's quick growth also brought many shipping problems. For a company selling products to help people quit smoking, getting orders delivered right became really important. When someone is trying to stop and their support tools don't show up on time, they might go back to smoking. Late or missing packages hurt customer trust, too.

BreatheFree realized they needed an effective order tracking and shipping protection to make sure their products got to customers safely and on schedule.

The Challenge: Poor Order Tracking and Shipping Protection Fueled Customer Complaints

BreatheFree's products were working. They assisted people in quitting smoking, and some even shared how the resistance necklace helped them break decades-old habits.

But as the brand got more orders, its delivery problems got worse, too. Their customer reviews on TrustPilot showed serious shipping and item issues that hurt their business reputation.

Some buyers complained that they waited for weeks (or almost a month) to get their orders. Customers also mentioned incomplete shipments, like receiving only the necklace without the essential flavored cores or receiving only one item from a "Buy one get one free" promotion.

Unexpected delays also happened because of geographic confusion. Customers couldn't track their orders, so they were unaware of the exact shipping location or estimated delivery times.

The result? Disappointed customers who labeled BreatheFree as "scammers" and made refund requests.

“We received so many complaints. Many of our customers were upset, we receive so many messages, and every late delivery made us look less reliable. We knew we had to sort this out because if we don’t, we’ll continue to lose trust.”  

BreatheFree needed to fix these delivery problems fast before losing both credibility and future sales.

The Search: Finding a Solution to Rebuild Trust and Protect Brand Reputation 

BreatheFree's team realized they should be proactive with shipment tracking. They knew that if they didn't invest in a good platform, they'd face bigger problems than they already had. 

Angry reviews could turn off new customers. Additionally, their issues with shipping delays and a lack of real-time updates (or communication) would likely lead to more complaints and refund requests. 

The team sat down, reviewed the collected feedback, and figured out their primary needs: 

• Reliable shipping protection to prevent losses from damaged or missing packages
• Better order tracking to reduce WISMO queries
• Efficient self-service claim process for quick resolution
• More detailed order status to reduce confusion about shipping origins
• Full shipping coverage that would protect both customers and the business

The company is also aware that the budget and interface are two big factors, as they are a new business. So, they were on the hunt for an affordable and simple platform that they could set up in days, not weeks. 

The Solution: ParcelPanel Delivers a Comprehensive Order Tracking and Shipping Protection Package

After checking and evaluating multiple shipping solutions over 15 days, BreatheFree's leadership team knew they needed something different.

"We tested several platforms, but most either solved one part of our problem or are too expensive to get started. We needed both shipping protection and order tracking in one place, and ParcelPanel was the only solution that covered those at an affordable price. Plus, it was so easy to setup and we’re able to use it the same day,"

— Tommy, CEO of BreatheFree

This app offered exactly what they needed, so they subscribed to the Professional plan.

Worry-Free Delivery Widget

BreatheFree added ParcelPanel's shipping protection to the cart (right before the checkout button). Now, their customers can add protection with a single "tick" to cover their orders against damage, delays, and theft issues.

It's just a small fee that automatically adds to the subtotal when customers select it, but it gives customers peace of mind while keeping BreatheFree's revenue 100% protected.

The widget matches the store design and is ready to use right after installation, so the team didn't need any technical setup or to do design work.

Licensed Protection Coverage

The main worry of BreatheFree's customers was that it might be another "scam" company that would take their money. But with ParcelPanel's licensed insurance protection, customers could see that a real, regulated insurance company would step in if anything went wrong with their orders.

The licensed backing gives assurance that even if they had doubts about the company itself, their purchase was still covered by legitimate insurance providers.

Seamless Claim Resolution

ParcelPanel also reduced claims and disputes through its automated 24/7 claim portal. With it, BreatheFree's customers can file claims by themselves, track their status, and get them resolved within 48 hours. There’s no need to call or message anyone from the support team.

The system handles everything with clear updates along the way, which is a much faster way to settle the issues compared to long email exchanges. 

Easy Setup & Customization

BreatheFree needed a solution that was ready to go right away. The team didn't want to spend weeks on technical work or hire developers just to get order tracking running. ParcelPanel's system was live right after installation. 

They could change colors and styling to match their brand in just a few minutes, which worked perfectly for a small company that needed to move fast.

Branded Order Tracking Page

BreatheFree set up a custom tracking page on their own website to solve order delivery updates confusion. Their customers could check their package status directly on BreatheFree's site instead of guessing which carrier website to use. 

Customers got clear information about where their order was coming from and when to expect delivery. The tracking page also showed related products when customers visited to check their orders.

Automated Shipping Notifications

People trying to quit smoking need to know when they’ll get their items. Automated notifications give them the confidence that their order will arrive (and also keep them excited). 

ParcelPanel’s shipping notification helps BreatheFree to send consistent updates like "ready for pickup" and "out for delivery" so their customers are fully aware of the most recent tracking status. 

It also alerts BreatheFree's team when shipping problems happen so they can work on issues in time to prevent customer complaints.

Data-Driven Analytics

BreatheFree can now see how their shipping actually performs with real numbers. The analytics show transit times, how many people visit the tracking page, and which shipping methods work best. 

The team uses this information to make smarter decisions about carriers and shipping options instead of just guessing what works.

The Results: ParcelPanel Turned Shipping Problems Into Revenue Growth 

“Adding ParcelPanel into our operations has been one of the best decisions we’ve made this year. Its order tracking, automated updates, and licensed shipping protection gave our customers the reassurance they needed. Plus, our team saved more hours each week since we no longer had to manually handle all the claims.”

— Tommy, CEO of BreatheFree

The results from using ParcelPanel's order tracking and shipping protection went beyond what BreatheFree expected. Here's what the numbers showed:

High Attachment Rate of Worry-Free Delivery

Protection coverage reached about 20,000 orders in just 3 months, and this shows how customers really valued this feature. People clearly crave the peace of mind that shipping protection offers, especially after reading about delivery problems from former buyers online.

Shipping-Related Losses Reduced by 21%

BreatheFree saved huge amounts of money by transferring the shipping liability to the insurance provider. The company doesn't have to bear the costs for lost, damaged, or stolen packages anymore. 

Revenue Checkout Conversion Rate Increased by 6%

Thousands of orders got protected through the protection system, and that meant fewer losses from shipping disputes. When their customers felt confident their orders were covered, they proceeded with their purchases instead of abandoning their carts.

Sales Increased by 13%

BreatheFree’s store conversion and revenue also kept growing after they added worry-free delivery. The protection option gave nervous customers the push or green signal they needed to place orders.

Customer Complaints Decreased by 33%

The automated system handled shipping problems much better than before. And customers were able to get the solution they needed faster through the self-service claim portal. 

Drop in WISMO tickets by 57%

The branded tracking page and shipping notifications largely cut down support tickets. Their customers could check their package status on BreatheFree's website instead of emailing to ask where their order was. Their support team also saved so much time, thanks to ParcelPanel.

The Future: Growing with a Reliable Partner 

BreatheFree plans to keep using ParcelPanel's tracking and shipping protection as they serve more customers trying to break their nicotine habits. They'll keep improving delivery times and customer communication based on what the data shows them works best.

With better shipping processes in place, BreatheFree can put more attention on its main mission: helping people quit smoking naturally. The company can spend its energy on developing new products and growing its community of people towards a cleaner lifestyle.