In addition to our normal remakes policy - which covers circumstances such as items that failed QA - we also offer package protection (PP) as either an upsell for you to offer, or for you to enable always-on from within your settings. (Shopify only)
Package Protection (PP) is an extension to our remakes policy, which also covers the allowance of a remake under the following circumstance:
- The item is marked as delivered on tracking, but customer did not receive it.
Typically, remake requests under this circumstance without PP would be denied. In addition, the following limitations apply:
- PP covers a single replacement, not a refund.
- PP only works on Shopify at the moment, and cannot be used on Etsy.
Etsy and Amazon are likely to side with the seller in the event tracking shows as delivered, and so PP isn't really needed at this time for third party market places.
How to use Package Protection.
Good news! PP is pre-configured by default as an upsell option on your Shopify products. The details of this can be found within the cart upsells option of the product edit page.
Offering PP as an upsell provides you with some extra income, and both yourself and the customer peace of mind.
It is possible however that the customer may decline this upsell offer, and PP will not apply to that order.
If you would like all of your orders to be protected, you can enable always-on package protection from within Store Settings.
When enabled, you will be charged for the base cost of PP on every order where the customer did not accept the upsell offer and pay for PP themselves. For example; if the customer accepts the upsell offer, they will pay $2.98, and you will earn $1.49 profit. If they decline the upsell offer, you will pay the base cost of $1.49.
Package Protection terms and discretion.
The following terms apply for package protection:
- Earliest claim time is 2 business days after tracking shows delivered (to allow for carriers who occasionally mislabel shipments)
- Latest claim time is 15 days from date delivered.
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