Protecting an order with 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.

Considerations for using Shopify Protect

Before you start using Shopify Protect, it's important to understand the following considerations.

Eligible orders

Shopify Protect only protects orders that contain physical items requiring shipping. Orders with digital products or those bought online and picked up in-store aren't protected.

Fulfilled status

Shopify Protect only protects orders that have all non-refunded line items in a Fulfilled status.

Shop Pay

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. Shop Pay Installments orders aren't eligible for Shopify Protect.

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 aren't eligible for protection.

Shipping address

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.

Supported carriers

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)
• USPS
• UPS
• Canada Post
• DHL Express
• FedEx
• TForce Final Mile
• Lone Star Overnight
• United Delivery Service
• CDL Last Mile
• Lasership
• GLS
• Ontrac

Protecting an order with Shopify Protect

To protect an order with Shopify Protect, you need to complete the following tasks:

• Fulfill the order within 7 days of it being placed.
• Add tracking information from a supported carrier.
• Ensure that the order's status has been marked as in transit by the carrier within 10 days of the order being placed by the customer.

Before proceeding with order protection, ensure that Shop Pay is activated in your store and that you have read and understood the Shopify Protect Terms of Service.

Steps:

1. From your Shopify admin, go to Orders.

2. Click the order number of an unfulfilled order that you want to protect.

3. Within 7 days of the order being placed, fulfill the order. Depending on your shipping carrier, ship the order by doing either of the following:

   • If you're using Shopify Shipping, then select Create shipping label to purchase a shipping label for your order.
   • If you're using a carrier other than Shopify Shipping, then complete the following steps:
     1. Click Fulfill item(s).
     2. Enter the tracking number provided by your shipping provider, and then select the shipping carrier name. The tracking URL is displayed in the customer's shipping confirmation and shipping update emails. Some services or third-party apps might automatically supply a tracking number for the order page.

4. Optional: If you want to notify the customer as soon as the order is fulfilled, then select Send shipment details to your customer now.

5. Confirm the fulfillment of the order.

   • If you're using Shopify Shipping, then complete the following steps:
     1. Select a shipping service.
     2. Click Buy shipping label.
   • If you're using a carrier other than Shopify Shipping, then click Fulfill item(s).

6. Ensure that the order's status has been marked as in transit by the carrier within 10 days of the order being placed by the customer.