Redo's Package Protection feature helps merchants effortlessly manage customer claims for lost, stolen, or damaged packages. This service streamlines claim handling, improves customer satisfaction, and can even generate additional revenue.
How Package Protection Works
Customers have the option to purchase package protection at checkout, with the fee set and collected directly by you, the merchant.
All collected fees go into your Shopify account, forming a "claims fund" tracked clearly within your Redo dashboard.
Customizable Pricing
You can set pricing for package protection in various ways:
Fixed amount per order
Percentage of the order value
Tiered pricing based on order values
Bundled with your existing return coverage
Claims Management
When customers submit a claim:
They initiate it through an intuitive portal similar to the returns process.
Customers upload necessary documentation such as photos or descriptions.
Merchants review claims directly within the dashboard.
You decide whether to:
Replace the item
Offer store credit or refund
Ship a different item
Reject invalid claims
Customizable Claim Validation
To maintain effective and accurate claims processing, customize validation requirements such as:
Claim submission time limits (e.g., within 30 days of delivery)
Required documentation (photos, videos, written explanations)
Specific qualifying questions (e.g., "Have you checked with the shipping carrier?")
Redo’s team is ready to assist in tailoring your claim flow to best meet your business needs.