Articles on: AfterShip Protection

How Does The Resolution Automation Work?

Most merchants would like to handle the claim with customers via ‘Replace with the same item(s)’ / Refund to original payment method/ Refund to store credit.

In order to improve the resolve efficiency, AfterShip Protection provides the automation resolution for you.

Currently, we support automation for ‘Replace with the same item(s)’ and ‘Refund to original payment method’, and will open for ‘Refund to store credit’ soon.

And the automation is only for the Shopify platform currently.

How could I use the automation resolution?



You could trigger the automation when the resolution status is ‘unsubmitted’ or ‘To be resolved’.
The automation is in 'claim' level, you could decide which claim to use automation.

When you click ‘Submit claim’ or ‘Mark as resolved’

You could see the ‘automation trigger’ when you choose a specific ‘Resolution method’.

When you enable the ‘Auto’ feature and submit the claim to the insurance company.
AfterShip Protection will trigger the automation to your Shopify store based on the claim items and the claim amount.
The resolution status will become ‘Resolved’, which means you have resolved the claim with your customer.

When you disable the ‘Auto’ feature and ‘submit claim’ to the insurance company.
The resolution status will become ‘To be Resolved’, which means you need to resolve the claim with your customers afterwards.

When you disable the ‘Auto’ feature when ‘Mark as resolved’.
Make sure you have manually resolved the claim with your customers.
The resolution status will become ‘Resolved’.

How do the ‘Replace with the same item(s)’ and ‘Refund to original payment method’ work?



Replace with the same item(s)

When enabling the automation.
Create a new order with the ‘claim items’ you selected on your Shopify store. The amount is the item amount after the discount.
The new order would include the ‘AfterShip Protection’ item too, which means the new order would be protected, and the fee will be paid by the merchant.
In the new order, we’ll write the Shopify order tag as ‘auto-reordered’ , and will add a note on the order.

Refund to original payment method

When enabling the automation.
Refund the selected ‘claim items’ to your customer from your Shopify store payment. The amount is the item amount after the discount(Not include the protection product amount), also not including the shipping fee and tax. You could update the refund amount based on your need too.
In the refund order, we’ll write the Shopify order tag as ‘auto-refunded’, and will add a note on the order.

Updated on: 11/01/2023

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