Considerations for using Shopify Protect
If an eligible and protected order receives a fraudulent chargeback, then you're reimbursed the chargeback amount and associated chargeback fee. The chargeback process is handled for you.
Before you start using Shopify Protect, it's important to understand the following considerations.
On this page
Shopify Protect only protects orders that contain physical items requiring shipping. Orders with digital products or those bought online and picked up in-store are not protected.
Shopify Protect only protects orders that have all non-refunded line items in a Fulfilled status.
Shopify Protect is only available for orders processed through Shop Pay. This includes orders made through Shop Pay as an accelerated checkout on other platforms such as Facebook, Instagram, or Google.
Location and Shopify Payments account
To protect your orders with Shopify Protect, you must be located in the United States and have a United States Shopify Payments account.
Fulfillment and tracking
Orders must be fulfilled with valid tracking within 7 days of the order being placed and in transit to the customer within 10 days to be protected. Orders that have tracking added after the fulfillment deadline are not eligible for protection.
Changing the shipping address on an order after checkout voids the Shopify Protect coverage for that order.
Shopify Protect status
Only orders with a Shopify Protect status are eligible for protection. Make sure to check the status of your orders to ensure protection.
To be protected, an order must be fulfilled with a valid tracking number from a supported carrier, either directly or through Shopify Shipping. All items in the order must be fulfilled by supported carriers. If an order contains items that are fulfilled by an unsupported carrier, then the order can't be protected. The following carriers are supported by Shopify Protect:
- Shopify Fulfillment Network (SFN)
- Canada Post
- DHL Express
- TForce Final Mile
- Lone Star Overnight
- United Delivery Service
- CDL Last Mile