Shop Promise
Shop Promise helps improve conversion rates by displaying an expected delivery date that's specific to when your customer placed an order and where that order will be delivered. Shopify uses your order fulfillment history and reliable transit time approximations to determine an expected delivery date. Shop Promise communicates reliability and peace of mind to your customers. With Shop Promise, you have more time to focus on your business because you no longer need to figure out how long it'll take to process an order or when a package will reach its destination.
The Shop Promise badge appears beside delivery dates for eligible deliveries that are estimated to be delivered domestically in the United States in five or less calendar days. If an order is eligible, then the Shop Promise badge is displayed on product pages and throughout the customer checkout experience and Shop app. Shop Promise can also highlight incentives in your store, such as free shipping, when applicable.
In some cases, the delivery date displayed to customers might be longer than the actual time it takes to deliver an order for the following reasons:
- An order needs to be transported a far distance.
- An order was placed during a time when you're not likely to be fulfilling orders.
For orders where Shopify doesn't have enough data to make a reliable delivery date prediction, an estimated delivery date isn't provided at checkout, even if these orders do end up being delivered faster than expected. Shopify is consistently working towards determining more accurate delivery expectations. If you think that the expected delivery dates displayed to your customers are unusually long, then contact Shopify Support.
For products that ship in two calendar days or less, next-day or two-day delivery messaging will appear beside the Shop Promise badge. For customers shopping using a web browser, the messaging will also appear on the product detail page on the Buy with Shop Pay button.
If you're shipping a product for delivery within the United States in five or less calendar days, then you may be eligible to have the Shop Promise badge displayed on your online store.
On this page
Activate Shop Promise
If Shopify can verify that your store is eligible, then you can activate Shop Promise.
Steps:
From your Shopify admin, go to Settings > Shipping and delivery.
From the Shipping and delivery page, go to the Expected delivery dates section.
Click the arrow next to the Shop Promise badge.
From the Shop Promise page, click Turn on Shop Promise.
After you turn on Shop Promise, you should confirm that Shop Promise displays correctly on your product page.
Deactivate Shop Promise
If you turn off Shop Promise, then Shop Promise and automated delivery dates will no longer appear on your store's product pages, checkout page, or in the Shop app. You can reactivate Shop Promise at any time.
Steps:
From your Shopify admin, go to Settings > Shipping and delivery.
From the Shipping and delivery page, go to the Expected delivery dates section.
Click the arrow next to the Shop Promise badge.
From the Shop Promise, click Turn off Shop Promise.
Click Turn off Shop Promise.
Limited guarantee
For eligible Shop Promise orders, there is a limited guarantee that is included at no cost to merchants. If the first delivery attempt was later than the Shop Promise provided date, then your customer could be eligible to receive the shipping costs associated with that purchase, or a flat amount when shipping costs were free, in Shop Cash. Shop Cash can only be used in the Shop app.
Customers can only submit one claim per Shop Promise order. Your customers can learn more about the limited guarantee by visiting the Shop Help Center.
Orders made using Shop Pay
If your customer used Shop Pay to complete their order and it arrives after the Shop Promise estimated delivery date, then they can find their eligibility and make a claim to receive their shipping costs as Shop Cash in the Orders tab of the Shop app. To learn more about claiming Shop Cash, your customers can visit the Shop Help Center.
Orders made using other payment methods
If your customer didn't use Shop Pay to complete their order and it arrives after the Shop Promise estimated delivery date, then they may be eligible to submit a claim under the limited guarantee if it's their first claim.
Customers that didn't use Shop Pay to complete their order need to have a verified Shop and Shop Pay account to make a claim. After your customer has both accounts, from the Orders tab of the Shop app, they can claim their Shop Cash to use on a future purchase. To learn more about submitting a claim, your customers can visit the Shop Help Center.
Customer facing terms
The customer facing terms that Shopify provides include the following references:
- The limited guarantee is governed by the Shop Promise customer facing policies.
- The usage of Shop Cash is governed by the Shop Cash Terms.
Delivery date expiry
In some cases, an order expiry message might appear when the delivery date will change to a new later date within four hours or less. Your customer is shown the remaining time that they must order within before their delivery date changes. For a date expiry between one and four hours, the length of time displayed is in hours (hrs) and minutes (mins). For a date expiry under an hour, the length of time displayed is in only minutes. For example:
- Order within 2 hrs 45 mins
- Order within 45 minutes
Order expiry is also referred to as a delivery expiry timer or date expiry. The messaging that appears isn't dynamic, which means that the date expiry only refreshes after the page is reloaded.
Help customers that have a question or problem related to Shop Promise
- If the first delivery attempt is later than the Shop Promise expected delivery date provided, then your customers may do one of the following:
- If your customer paid for their order using Shop Pay and they meet all eligibility criteria, then they can claim their Shop Cash within the Shop app.
- If your customer paid for their order using a different payment method, then they can submit a claim for Shop Cash by creating a Shop and Shop Pay account (if applicable) where they can then claim their Shop Cash within the Shop app.
- If a customer has questions about a damaged, incorrect, or faulty product, or an order that didn't arrive, then you must work with your customer directly to find a resolution. Anything not related to the limited guarantee is still your responsibility to address directly with your customer.