Applying for Shop Promise
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Before you apply for Shop Promise
Before applying for Shop Promise, review this checklist to ensure that your store is prepared.
Ensure that you add at least one fulfillment location in the United States to provide fast and affordable delivery for US customers.
Ensure delivery times aren't included in your custom shipping rate names and that all custom shipping rates have a description. Edit your shipping rates to delete delivery times and add descriptions.
Shop Pay must be active to use Shop Promise. Activate Shop Pay if you haven't already done so.
You might need to upgrade your shipping settings if your store uses an older version of shipping settings. Update your shipping settings to use Shop Promise, in addition to several other features.
Apply for Shop Promise
After ensuring that your store is eligible and prepared, you can apply to activate Shop Promise in your store.
- From your Shopify admin, go to Shop > Promise.
- Click Apply for Shop Promise.
- Fill out the application form with the following information:
- First and last name
- Job title
- Email address
- An acknowledgement that you have the authority to apply for Shop Promise
- Click Send application.
- Check your email for a link to submit your electronic signature.
After you submit your application for Shop Promise, it's reviewed for approval. You receive an email when your application is approved, typically within 24 hours.
After your application is approved, Shop Promise is automatically activated in your store. When you receive a notification in your Shopfy admin that your application is approved, 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 are no longer displayed on your store's product pages, on your store's checkout page, or in the Shop app. You can reactivate Shop Promise at any time, as long as your store meets the requirements.
- From your Shopify admin, go to Shop > Promise.
- Click Manage.
- In the Shop Promise section, click Turn off.
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 might 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 be displayed when the delivery date will change to a new later date within four hours or less. The remaining time that they must order within before their delivery date changes is displayed to your customer. 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 minutes only. 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's displayed isn't dynamic, which means that the date expiry refreshes only after the page is reloaded.
Help customers that have a question or problem related to Shop Promise
- 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.
- If the first delivery attempt is later than the Shop Promise expected delivery date that was provided, then your customers can 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.