Sam Shipping Protection FAQ

No. Sam does not underwrite or insure anything. It gives you the tools to sell protection in your store, keep the fee, and decide how to resolve each claim.

You do, from the protection fees you collected. You choose how to resolve each claim, with a refund, store credit or a reorder, and you can reject claims that don't meet your policy.

Check that the Sam Shipping Protect app embed is on and saved in your live theme, that your protection price is saved, and that the cart isn't hidden by a minimum order value, country rule or customer exclusion. If your theme has a custom cart drawer, contact us and we will adjust it for free.

Turn on the checkout rule "Shipping protection: require another product" in Settings > Checkout > Checkout rules. It stops checkout when the cart contains only protection.

Yes. The app supports multiple currencies, and you can translate the widget, claim page and tracking page into your store languages.

No. The fee is paid to your store like any product. You pay only your app plan.

That is the default name the app gives it. The app creates two protection products, one for fixed pricing and one for percentage pricing. In Products, filter by the type sam_protect_shipping and change the title and image of both; see the guide on renaming the protection product.

No. Change only the title, image and description. The app finds the product by its type, sam_protect_shipping, and sets its price from your Protection Settings, so editing either can stop protection from being added to the cart.

Shopify needs a real product to add the fee to the cart, so the app creates one. Set its status to Unlisted and Shopify keeps it out of collections, search and recommendations. If an older theme still shows it, exclude the product type sam_protect_shipping from your smart collections or hide it with the seo.hidden metafield. The guide on hiding the protection product shows each step.

In Settings > Checkout > Checkout rules, add the rule "Shipping protection: block on local pickup". When a customer picks local pickup with protection in the cart, checkout stops until they remove it.

The thank-you offer edits the paid order, so the app needs permission to edit orders. Open Protection Settings, go to the Design tab, expand Thank You Page Widget and click Grant permission in the "Permission required to edit orders" banner. Also check that the Sam Checkout UI block is on your thank-you page in the checkout editor.

Only on Shopify Plus stores, because Shopify allows checkout widgets only on Plus. Every store can offer protection in the cart and on the thank-you page.

No. The refund dialog lets you refund up to the value of the order without the protection item, since that fee paid for the protection itself. You choose the amount, from a partial refund up to that total.

Yes, on the Standard and Plus plans. The app turns on pre-selection when you are on a paid plan, so the widget starts switched on and shoppers can switch it off. On the Free plan, shoppers switch it on themselves.

Yes. The branding is removed automatically on the Standard and Plus plans.

Your store reached its plan's monthly limit of protected orders. The widget hides until the next month starts or until you upgrade. Pricing Plans shows how many protected orders you used this month.

Yes. Ask Sidekick in your Shopify admin to find claims, list protected orders, show protection stats or check your setup. Sidekick only reads data; to change settings or resolve a claim, open the app.