Customising Package Protection

In this article, we'll walk you through customising the following settings for Package Protection:

When a customer adds Package Protection, Shopify creates a Package Protection item in the customer's order.

You can choose whether this item is fulfilled automatically or not:

When enabled - The Package Protection item will be marked as fulfilled automatically.

When disabled - Your team will need to manually fulfill it.

The claim period determines the duration customers have to submit a claim:

Example:
If the claim period is set to 30 days, customers must submit their claim within 30 days of their order being fulfilled.

From the 31st day onwards, customers that attempt to submit a claim would see the message below displayed in the claims portal:

Here you can configure the different reasons customers can choose from when submitting a claim in the claims portal.

You can add new claim reasons, edit existing ones, or remove reasons you no longer need:

By default, customers can submit one claim per order. If needed, you can allow customers to submit multiple claims by enabling Multi Claim and setting the count of allowable claims per order.

Example: If set to 3, a customer can submit up to three claims for the same order.

You may want to exclude certain products on your store from being covered under Package Protection.

You can achieve this by setting up Product Exclusions and identifying such items using their Shopify product tags:

Customers selecting any products with these tags will not be eligible for Package Protection.

When submitting a claim, customers are required to upload photos or screenshots as proof to support their claim.

Use this field to guide customers on what images or details they should include to support their claim:

Here’s how the instruction appears in the claims portal: