FAQ
Is this insurance?
Section titled “Is this insurance?”No. Shipping protection is a service of your store: the customer pays a fee and you promise to reship or refund when a parcel is lost, damaged or stolen in transit. Your store carries the risk and decides each claim. Do not call it insurance in your texts, and describe the cover in your terms (link it with the “Protection terms page URL” setting). If you also insure parcels with your carrier, that is a separate contract between you and the carrier.
Why is the box not pre-checked?
Section titled “Why is the box not pre-checked?”In the EU, the EEA and the UK an extra payment needs the customer’s express consent, and a pre-ticked box is not consent. The box is therefore unchecked by default. You may pre-check it for other countries with “Box state when the page opens”; addresses in the country list never get a pre-checked box.
How is the fee calculated?
Section titled “How is the fee calculated?”From the value of the products that ship (downloads without shipping and gift certificates excluded), with the fee type you choose and your minimum and maximum. Shipping costs are not part of the base. See Configuration.
Is the fee taxed?
Section titled “Is the fee taxed?”Only when you choose taxes in “Taxes on the fee”. The tax follows the same rules as products: price includes tax or not, tax-exempt customers, the tax calculation method of your store.
Do I have to pay the refund in the add-on?
Section titled “Do I have to pay the refund in the add-on?”No. The add-on records the decision and the amount. You refund through your payment provider, by store credit or as you usually do.
Can a customer claim twice?
Section titled “Can a customer claim twice?”One open claim per order at a time. After your answer the customer can send another claim within the claim period.
Where are the photos stored and who can see them?
Section titled “Where are the photos stored and who can see them?”In var/kv_shipping_protection/claims/ on your server, outside public access. Administrators (and vendors for their own orders on Multi-Vendor) see them on the claim page. Photos are re-encoded to JPEG without metadata. Deleting a claim or an order deletes its photos.
Does it work with the full page cache of CS-Cart 4.21?
Section titled “Does it work with the full page cache of CS-Cart 4.21?”Yes. The add-on prints nothing on cacheable pages; the box and the claim form live on the checkout and the customer’s order page, which are not cached.
What happens on Multi-Vendor?
Section titled “What happens on Multi-Vendor?”The fee is split over the vendor orders by their product value. Each vendor order shows its share. Vendors see the claims of their orders and can decide them when you switch on “vendors resolve claims of their orders”.
Still stuck?
Section titled “Still stuck?”Work through the troubleshooting guide, then contact support with your CS-Cart version, edition, PHP version and the add-on version (1.0.0).