How does shipping protection work?

Customers pay a small fee to protect their order, and the fee goes to your store. If something goes wrong in transit, you decide how to make it right. Here is the life of one protected order.

What happens to a protected order?

1. The customer switches protection on in the cart. The widget shows your title, description and fee. Set it up in Set up shipping protection.
2. The customer pays the fee at checkout. Customers who skipped it can still add it at checkout on Shopify Plus or on the thank-you page.
3. The order is listed as protected. You see it in Protected orders. Sam can also tag and fulfill protected orders for you.
4. Something goes wrong. If the parcel is lost, damaged or stolen, the customer files a claim with photos on your claim portal.
5. You resolve the claim. You choose a refund, store credit or a replacement order, or you cancel the claim. See Resolve a claim and How does the claim flow work?

Good to know

• “Shipping insurance” is only a name. It’s the widget’s starting title. Sam is not an insurance company and doesn’t approve or pay claims. You can change the name.
• Customers can claim only shipped orders. For an order that hasn’t shipped, create the claim for the customer.
• Starter has a monthly limit. Past it, the cart widget and the thank-you offer hide until next month. See Plans and the Starter order limit.