Overview

This guide will walk you through setting up our Package Protection shipping protection app on your Shopify store taking you through the customer checkout flow and managing shoppers' claims inside the merchant dashboard.

1. App Activation & Storefront Setup

Step 1: Enable the Cart Widget

To make shipping protection available to customers during checkout, activate the app embed in your Shopify theme settings:

1. In the Package Protection Setup Guide inside your Shopify admin, click Turn on the cart widget (or Open Theme App Embeds).

2. In the Shopify Theme Editor sidebar, locate Package Protection under App embeds.

3. Toggle the switch to On.

4. Click Save in the top-right corner. And head back to the setup page.

Step 2: Configure Widget Settings & Pricing Models

Customize the appearance and protection pricing structure of the widget:

1. Click Go to Widget Settings from the Setup Guide.

2. Select an Icon (e.g., shield, box) and customize the Widget Title (e.g., Shipping Protection) and Opt-in Message.

3. Choose one of the following Pricing Models to calculate the protection fee based on cart value:

   • Percentage Pricing: Fee is calculated dynamically as a percentage of the total cart value.

(Example: Setting a 1% rate on a $100 cart yields a $1.00 protection fee, while a $200 cart yields a $2.00 fee.)

• Fixed Pricing: A single flat fee is applied to every protected order regardless of total cart value.
  (Example: Setting a $1.00 fixed rate charges $1.00 on a $20 cart, a $100 cart, or a $500 cart.)
  
  

• Custom Pricing (Tiered Brackets): Sets structured fee rules tied to specific cart value brackets or increments.

(Example: Setting $1.00 per $100 of cart value charges $1.00 for $0.01–$100 carts, $2.00 for $100.01–$200 carts, and $3.00 for $200.01–$300 carts.)

4. Add a Tooltip Description, enter your Terms & Conditions URL, and provide a Support Email.

5. Review changes in the Widget Preview panel and click Save.

Step 3: Customize the Claims Portal

Customize and set up the customer-facing claims submission portal:

1. Click Open Claims Portal (or Design Claims Portal) in the Setup Guide.

2. Customize the visual design by choosing a Brand Color, Corner Radius, Header Text, and text color.

3. Select how to display your policy (via Website Redirect link or Custom Content directly inside the portal).

4. Write custom Claim Instructions and Shipping Instructions to guide customers through submission.

5. Click Save to confirm your changes.

Step 4: Enable the Claims Portal

Activate the portal so it is published and active on your storefront:

1. In the Setup Guide, locate the Claims Portal Status section.

2. Click Enable Claims Portal (or toggle the status to Enabled).

3. Click Save to generate and activate the live /pages/submit-a-claim page on your store.
   
   

Step 5: Configure Email Notifications

Automate updates sent to shoppers throughout the claims lifecycle:

1. Click Go to Notifications in the Setup Guide.

2. Select a template to edit or preview (Claim Initiated, Claim Approved, or Claim Rejected).

3. Customize the Subject line, body text, and dynamic Merge Tags (e.g., [customer_name], [claim_id]).

4. Enable the checkbox for each template to set status updates to Live.

Step 6: Add Claims Portal to Store Navigation

Make the claims page accessible to visitors from your website navigation:

1. Go to Customer Claims Portal in the Package Protection Shopify app menu.

2. Click Add portal next to the portal page link (/pages/submit-a-claim).

3. Select your desired Shopify storefront menu (Main menu, Footer menu, or Customer account main menu).

4. Drag and position the File claim menu item within your navigation bar or footer, and click Save.

2. Customer Experience & Checkout Flow

1. The shopper browses your Shopify store and clicks Add to Cart on a product page.

2. The cart drawer or cart page opens, displaying the item and subtotal.

3. Below the cart subtotal, the Package Protection Shipping Protection widget appears.

4. The shopper toggles the protection switch On to include coverage based on your configured pricing rule.

5. The shopper proceeds to Shopify Check out. The order summary explicitly itemizes the product total and the shipping protection fee as a line item.

6. The shopper completes payment on the checkout page. The shipment is officially protected.

7. An automated order confirmation email containing the Claims Portal link is dispatched directly to the shopper's inbox.

3. Claim Submission through claims portal

Step 1: Submitting a Claim

If an order is lost in transit, damaged upon arrival, or stolen post-delivery:

1. The customer accesses the Claims Portal via the confirmation email link or the File claim link in your storefront header/footer menu.

2. The customer enters their Shopify Order Number and Email Address.

3. They select the impacted product(s) and choose a claim reason (Lost, Damaged, or Stolen).

4. They provide details, attach supporting photos/documents (if applicable), and select a resolution preference (Re-order or Refund).

5. Upon submitting, a confirmation screen displays claim reference instructions.

Step 2: Merchant Review & Resolution

1. Navigate to Manage Claims inside the Package Protection Shopify app admin.

2. New submissions appear under the Claims Initiated tab.

3. Click a claim entry to review customer details, tracking IDs, uploaded proof, comments, and requested resolutions.

4. Click Approve or Reject. The system automatically triggers a status email notifying the customer of the decision.

Note:

If you need further assistance or run into any issues during setup, please reach out to our Shopify support team.