Overview
This article will walk you through how to configure your Order Protection program settings which will affect how customers interact when adding products to their cart.
Get Started
To begin customizing your settings, go to: General Settings > Protection Program
Within this page is a series of features meant to you customize how the order protection functions for customers shopping on your store. Each section below describes these features, and how to configure them for your store.
Protection Fees
This fee is the % that is charged against the order subtotal to cover the products in the order in the event of a problem occurring down the road. By default, we set this % to a flat 2.5% of the subtotal which is the industry standard. Of course, you have complete flexibility to update this value based on your requirements.
Protection % - this amount is calculated based on the order subtotal and covers customers in the event of an order issue in the future.
Maximum cart total - this is the total subtotal value that you feel comfortable covering as part of your order protection program. If the cart value exceeds this value, the order protection widget will not display.
Claim time limit (days) - this is the amount of time from placing the order, does the customer have the ability to file a claim in the future if an issue arises. After the time limit has passed, the claim cannot be submitted.
Lastly, you can also configure if the % charged is a Flat value or if it's Dynamic based on the cart subtotal.
Flat % - the same protection % rate is charged regardless of the cart subtotal.
Dynamic % - the protection % varies based on the cart subtotal.
International Protection
By default, Shipment Guard is configured to offer order protection for your home country only, however if you wish to offer order protection to international countries this setting can handle that.
Click the checkbox to "Offer order protection on international orders"
Confirm your home country selection via the dropdown (pulled from Shopify)
Define your protection fee % (flat or dynamic)
Define the claim time limit for international orders.
We recommend to set a higher time limit for international orders due to large variances in shipping times. For example, your home country might have a 30 day time limit but international has 45 days.
Claims
To help reduce operational costs and to encourage customers to opt-in to your program, we offer two options for Store Credit:
Offer store credit for claim resolutions - Instead of only refunding the original payment or reshipping the claimed product, you can also offer a store credit refund to the customer. Customers will see this option during the claim flow, and can select it as their preferred resolution as well.
Give bonus store credit for protection opt-in - This option will assign fixed store credit bonus to the customer's account if they decide to add protection to their order. The store credit is awarded once the order has been fulfilled in Shopify.