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Filing A Claim Has Never Been Easier

Hands-on-pc copy.webp

Filing A Claim Has Never Been Easier

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Customers
  • What is Shipinsure?
    ShipInsure is a seamless insurance solution that covers everything from when the product leaves your door until it arrives in the hands of your customer. In the event of any damage or loss during shipping, claims are easily filed on our website, with almost instant approvals, giving you and your customers peace of mind.
  • Why do I need ShipInsure?
    We’re here to help you get your orders from point A to point B in one piece. Order insurance is a must-have for any business that ships products, and we know that shipping can be a risky business. That’s why we created ShipInsure, an extra layer of protection for your orders during shipping. From the second it leaves the merchant until it reaches your door, we insure the order if it’s lost, damaged, or stolen. When you use ShipInsure, you can rest assured that when something happens to your product in transit (even if it’s due to weather), we’ll make sure you’re compensated with a refund or reshipment.
  • Where’s my order?
    Sometimes your missing order is still in transit or it has not been shipped yet. Please track your order with the tracking number that the store sent you in an email. If the order was shipped and the package missed the estimated delivery date please file a claim with us here. We’ll do our best to get you answers as quickly as possible!
  • How do customers file a claim?
    Filing a claim is simple and convenient! Just visit our website here and you'll be done in no time. All you need is the ShipInsure ID number sent to you via email after your purchase. It should start with "SI".
  • How long do I have to file a claim?
    Claims must be filed within 14 days from the date the package was marked delivered.
  • How much does ShipInsure cost?
    For the customer, ShipInsure will cost a minimum of $0.98 up to 2% of the total order, whichever is greater.
  • How do I access my refund?
    Shipinsure will refund your original payment method. Please note that it may take up to 4 days to see it reflected on your statement.
  • How do I file a police report?
    Police reports can be completed in person, online, and over the phone. This process should take less than 10 minutes. Look up your local police station’s website online to get their non-emergency number so you can contact them, or check for an online form you can fill out instead. Every station is different, so some may allow online forms, and some may require a phone call or in-person correspondence. Once you’ve contacted the police, they will ask you questions about what happened and take notes on what you’ve told them. You may be asked if you want to file an insurance claim, you can just tell them you’re protected by ShipInsure.
  • Should I contact the shipping carrier?
    If your order is stuck in transit, you can absolutely contact the shipping carrier. Otherwise, it’s not necessary to contact them unless specifically requested by us to process your claim.
  • How do I cancel my order?
    If you would like to cancel your order, please contact the store where the order was placed. We’re unable to cancel orders for buyers from our end.
  • Only part of my order shipped?
    If only part of your order was shipped, please contact the store where the order was placed to have this resolved.
  • Order stuck in Confirmed or Pre-Shipment status?
    If your order is stuck in the Confirmed or Pre-Shipment status, please contact the store where the order was placed to have this resolved. ShipInsure’s coverage only goes into effect once the order has shipped.
  • My package is missing. Is it lost or stolen?
    We understand you’re anxious about your package, and we’re here to help! If your package doesn’t arrive within 2 days of being marked delivered, please file a claim with us here.
  • What type of damage is covered?
    ShipInsure provides coverage for damaged products that are broken and cannot be used, this includes products that are clearly shattered, bent, crushed, or exhibiting similar issues.
  • What if I did not want to add ShipInsure to my order?
    We’re sorry to hear that! If your package hasn't been shipped out and provided with a tracking number yet, we'd be more than delighted to process a refund for you. You can file your claim here. However, if it has already been shipped out and you've received a tracking number, unfortunately, we won't be able to offer you a refund since the package is already being protected by ShipInsure.
  • Claim resolution expectations?
    We know that filing a claim can be a stressful experience, so our team works hard to make it as smooth as possible. Most of our claims are expected to be resolved within 1 – 2 business days.
  • Does ShipInsure cover international orders?
    Yes, ShipInsure provides coverage for international orders.
  • What does ShipInsure cover?
    ShipInsure covers your product from the moment it leaves your warehouse until it arrives at your customer’s door. If the package is lost, stolen, or damaged in transit, ShipInsure will cover the cost of reshipment or refund. Once the product has arrived at its destination, however, coverage ends, this however does not apply to stolen orders.
  • What customer service elements does ShipInsure handle?
    Our Support team handles all claims for lost, stolen, or damaged packages during transit to your customer after they have been shipped and assigned a tracking number. We will work closely with the customer to review and process each claim in a timely manner. Your satisfaction is our top priority, and we strive to provide excellent service for all shipping-related issues.
  • How much does ShipInsure cost?
    For the merchant, it’s 100% free. For the customer, the premium fee is a minimum of $0.98 up to 2% of the total order, whichever is greater. ShipInsure is a service that gives your customers the option to buy insurance with their orders. You don’t have to pay anything for this service—you keep your existing shipping options on your website and offer premium insurance to your customer as an option in the shopping cart. They can accept or decline in the shopping cart, and we’ll send you a detailed bill once a week for all orders that were paid for using our service.
  • How do I set up my billing information?
    To fill out your billing information, log into your Merchant Dashboard, click on the gear icon at the top right corner, select billing, and click Link Payment Account or Enter Card Info. You can connect your bank account or your credit card (not debit card) through Stripe. Once you’ve completed the billing process, we can then start sending you a weekly invoice for all the orders we cover.
  • What Customer Service elements does ShipInsure handle?
    We handle all claims regarding shipping packages that were lost, stolen, or damaged. We can help you with: Claims regarding lost packages and items that were damaged while in transit Claims regarding stolen packages and items
  • How does ShipInsure LLC collect money from it's merchants?
    We send an invoice to you every Monday through Stripe. You can pay by credit card, debit card, or ACH bank transfer. If you need any assistance setting up your payment method, we’re happy to help! And just to reiterate, ShipInsure is totally free, we are just collecting the money that the customers paid you for our service.
  • Does ShipInsure work with all Shopify themes?
    Yes, ShipInsure works with all Shopify themes. In fact, for most themes, the widget will automatically detect the right spot to place itself so installation doesn't even require you to touch your templates at all. For some themes, (or if there have been customizations to your theme), installation might require you to edit your template and place a small code snippet to tell the ShipInsure widget exactly where you want it to show up. If you've installed the ShipInsure app, but the widget is not showing up, you can follow the instructions for how to place the code snippet in your theme. We continue to test all the major themes as new features and approaches come out from Shopify and other theme developers. The ShipInsure app has also been tested in conjunction with other cart apps related to product recommendations, free shipping, and “frequently bought” products, to ensure everything plays nicely together. We have made a great effort to write our app so that it won’t interfere with other plugins or themes. If any issues arise during the installation process, feel free to reach out to merchant@shipinsure.io. You can also take a look at our manual installation setup page here. Finally, we can also install the widget for you with one of our seasoned Shopify developers.
  • Why is ShipInsure showing up as a product in my store?
    Once ShipInsure is installed, it becomes a product in your store. When customers click on the widget, ShipInsure will be added to their cart. This is why it appears as a product in your store - to make it easy for customers to add ShipInsure to their purchase.
  • How do I hide ShipInsure in my Shopify store?
    Check out our Hiding ShipInsure as a Product in your Store article to learn how to accomplish this in your store.
  • Does ShipInsure work with international merchants?
    Yes, ShipInsure works with international merchants.
  • How does ShipInsure collect money from its merchants?
    ​​We send an invoice to you every Monday through Stripe. You can pay by credit card, debit card, or ACH bank transfer. If you need any assistance setting up your payment method, we’re happy to help! And just to reiterate, ShipInsure is totally free, we are just collecting the money that the customers paid you for our service.
  • Can we raise the price of the shipping protection?
    At the moment, we do not offer this ability.
  • Does ShipInsure cover subscription-model products?
    For existing subscriptions where customers have purchased ShipInsure Package Protection, if any items in the subscription are lost, stolen, or damaged during transit and can be purchased individually, ShipInsure will reorder those items. If the items cannot be purchased individually, ShipInsure will refund the customer for those items.
  • Can I file a claim on behalf of a customer?
    We recommend that the customer files the claim themselves using the provided form here to ensure all important information is included. This will make it easier for us to help them as quickly as possible.
  • How will our Support teams coordinate with each other?
    All customer inquiries should be sent to our Support team at support@shipinsure.io. We will process the claim, and then approve or deny it after it has been reviewed. You can review all relevant information on your Merchant Dashboard.
  • Returns vs. Reshipments: how do each of these work?
    At the moment, we only provide refunds or reshipments for our customers. If we’re issuing a refund, we will refund the full amount of the purchase.
  • Is ShipInsure a taxable or non-taxable product?
    Yes, ShipInsure is a taxable product. Since ShipInsure is added to your store as a product, it is taxed as a product.
  • What is Opt-in/Opt-out?
    When you install ShipInsure, the default is set to opt-out. This means that if you have ShipInsure installed on your website and a customer goes to place an order, the widget will automatically be added to the order and they can unclick it if they don’t want it. If you don’t feel comfortable with this, you can change this setting either through your Merchant Dashboard or through Shopify (click Apps, select ShipInsure, choose Settings on the right, and choose your desired setting). There you can set it to opt-in, which means that for the customer to get our coverage they have to intentionally opt-in by clicking the widget.
  • Why does ShipInsure not cover orders over $1,000?
    We do cover orders over $1,000, but the merchant must unlock that feature. It unlocks once you reach 100 orders covered by ShipInsure. We want to make sure that our merchants are getting the most out of the program and the service we provide. That’s why we’ve made it so that if you’re a new merchant who has only completed one or two shipments, we won’t automatically offer you coverage of orders over $1,000—you’ll have to wait until you’ve completed 100 shipments (or more) before we automatically unlock this option for your account. This way, you can feel confident in knowing that your business is being protected by ShipInsure while also getting the most out of our services and coverage options!
  • If the item was damaged and the customer wants to ship it back, how does that process work?
    If the item was damaged and the customer wants it shipped back, we will do our best to make sure they don’t have to ship it back.

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