Usage

What the customer sees at checkout

Above the Place order button the customer sees the protection box: a shield icon, “Shipping protection” with the fee for the current cart, the sentence “Lost, damaged or stolen on the way? We send a replacement or refund you.”, the claim period and, if set, a “How it works” link. A switch on the right adds or removes protection; the totals update at once and show a “Shipping protection” line.

Orders

• The customer’s order page and the admin order show the protection line above the total.
• Invoices and the order e-mails (Twig documents) list “Shipping protection” as a row, so the rows, shipping and taxes add up to the total.
• The admin order has a link to the claims of the order.
• The REST API returns kv_shp (fee, tax, display fee, base, country) in GET /api/orders/:id for protected orders.

Filing a claim (customer)

1. My account → Orders, open the order, tab Shipping protection.
2. The tab shows the fee paid and the date until which claims are accepted.
3. Under Report a problem the customer chooses what happened, the items and quantities, describes the problem and adds photos, then clicks Send claim.
4. The claim appears in the list with the status Open. While a claim is open, the form is hidden; after your answer the customer can send another one.

The tab appears only for protected orders. Guests reach it from the order link they get after checkout, like the core order page.

Deciding a claim (admin)

1. Orders → Protection claims lists the claims, open ones first, with tabs per status.
2. Open a claim: items with prices, the customer’s text, photos (click to enlarge), order data and the shipping method.
3. Choose a decision:
   • Reship: send the items again. “Create replacement order” opens a copy of the order in the order editor; enter its ID in “Replacement order ID”.
   • Refund: enter the refund amount. Make the refund in your payment system (or as store credit); the amount is kept for the report.
   • Declined: explain why in the reply.
4. Write a reply (the customer sees it) and an internal note (only staff), then Save.

Report

Orders → Protection report shows, for 30, 90 or 365 days or all time:

• Fee revenue and the average fee per protected order.
• Attach rate: protected orders of all orders that were offered protection.
• Claim rate: claims per protected order.
• Refunded amount and the outcome counts (reship, refund, declined), open claims.
• Net after refunds: fee revenue minus refunds.
• A table by month and the claims by type.

Only paid orders count (order statuses with the Paid flag, such as Processed and Complete).