Frequently Asked Questions

 

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 instant approvals, giving you and your customers peace of mind.

With ShipInsure, you don't have to worry about filling out forms or collecting receipts—we handle all of that for you! All you have to do is sign up for ShipInsure and provide us with some basic information about your business and your products. We'll take care of the rest!

Once you're signed up, we'll send out an email letting you know when coverage begins. 

And if something should happen during shipping? No worries! the customers can submit a claim by going online at https://claim.shipinsure.io/file-claim

Get that extra peace of mind

If a problem does occur (which occasionally it does!) filing a claim is a breeze. Our one-click claims process with instant approvals alleviates headaches and gives you one less thing to worry about. We’re all about improving your experience!

Does ShipInsure work 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. 

The ShipInsure app is running flawlessly in Shopify and Shopify Plus stores using Shopify themes like a, b, c, to paid themes like, a, b, and customized themes. We continue to test on 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, "frequently bought" products, to ensure everything "plays nice" together. We have taken great effort to write our app so that it won't interfere with other plugins or themes.

If any Issues do arise during the installation process feel free to reach out to Merchant@shipInsure.io you can also take a look at out manual installation set-up page. Here

We can also Install the widget for you,  with one of our seasoned Shopify developers.

 

How do I manually install ShipInsure?

Click here

 

What is covered?

We've got you covered.

ShipInsure covers your product from the moment it leaves our warehouse until it arrives at your door. If the package is lost, stolen, or damaged in transit, ShipInsure will cover the cost of replacement or repair. Once the product has arrived at its destination, however, coverage ends.

How do customers file a claim?

If customers are looking to file a claim, it's easy! Just go to our website here, and you'll be able to do it in under 90 seconds.

All you need is your ShipInsure ID# that was sent to you in an email post purchase. The ID# starts off with: SI

 

How to Hide the ShipInsure "Product" in your Shopify store?

Click here

Why is ShipInsure showing up as a product in my store?

When you install ShipInsure, it adds itself as a product to your store. When someone clicks on the widget, it adds the “product” (i.e., ShipInsure) to their cart. This is why it shows up as a product in your store—so that when people click on it, ShipInsure will add itself  to their cart.

Does ShipInsure work with International Merchants?

No, ShipInsure does not work with international merchants at the moment. However, we are working on adding that functionality in the future.

 

How do customers access their refund?

You can access your ShipInsure refund through PayPal.

To do this, you’ll need to login to your PayPal account and click on the “My Money” tab in the upper right-hand corner of the page. Once there, click on “History” and then scroll down until you see “Refunds”. Click on that link and it will bring up a list of all refunds made to your account. You can then click on the “View Refund” button next to the refund you wish to view.

You should now be able to see details about your refund including how much money was refunded as well as what type of product or service it was related to.

How do I set up my billing?

Click here to see how

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.

How does ShipInsure's billing system work?

Once you install ShipInsure, you get a 10-order free trial to see if you like how the app works. To fill out billing, log in to your Merchant page and click on the ⚙ gear icon in the top right corner. Then click “billing”. You can connect your bank account through Stripe or connect your credit card (not debit card) through Stripe.

Once you complete the billing process, we can now 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 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

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 it in our merchant page. 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. You can change this setting either through your ShipInsure dashboard or through Shopify (click on apps, then click on ShipInsure, then click setting on the right and choose your desired setting).

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 from Lost, Damaged, or Stolen.

When you use ShipInsure, you can rest assured that when something happens to your product in transit (even if it was due to weather!), we’ll make sure you get compensated for the cost of repair or replacement.

Can we raise the price for the Shipping protection?

At the moment we do not

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. 

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!

How much does ShipInsure cost?

For the merchant, it's 100% free, For the customer $.98 on orders under $100. Anything more than $100 is 1% of the order. 

ShipInsure is a service that gives your customers the option to buy insurance with their order. 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. 

What type of damage is covered?

ShipInsure covers all damage that occurred during the shipping process.

Does ShipInsure cover Subscription model products?

At the moment we do not.

 

Can I file a claim on behalf of a customer?

Its best that the customer does it by themselves using the form.

We recommend that you have the customer file their claim themselves, using the form here.

It's always best to let the customer address their own concerns! 

You can direct them to file a claim here

Returns vs reships: how do both work?

At the moment we only provide refunds for the customers. We will refund the full amount of the purchase

At the moment, we only provide refunds for the customers. We will refund the full amount of the purchase.

If you are a buyer and you have not been paid, please contact us so we can help resolve your issue. Merchant@shipinsure.io

If the item was damaged and the customer wants it shipped back, how does that 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.

What emails are sent from ShipInsure LLC?

Emails are sent to merchants when there is a claim on an order. Additionally an email is sent to the customer once the product is purchased.  

 The emails you'll receive from ShipInsure LLC are:

- An email to the merchant when there is a claim. This email will contain information about the order and details on how to respond.

- An email to the customer once their purchase is complete. This email will include tracking information for your package, as well as a link for you to follow up on any issues you may have had with your purchase.

How will our Support teams coordinate?

All customer inquiries should be sent to suport@shipinsure.io. We will process the claim and approve or deny it after review. You can view all relevant information on your ShipInsure dashboard.

 

Does ShipInsure cover international orders?

ShipInsure does cover international orders, however, you would need written authorization from us before doing so. Please feel free to reach out to us. 

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