How to Manage Protection Claims
AfterShip Protection is a great way to safeguard shipments from being lost, damaged, or stolen (porch piracy). Your customers can enjoy peace of mind with AfterShip Protection when they order from your Shopify store. If they have any issues with the package, they can easily file a claim and enjoy a great post-purchase experience.
The claim handling process is automatic, once the insurance company approves or pays the claim, AfterShip Protection will trigger the reship or refund automation to the consumer based on their needs. Merchants can handle the claims for consumers before the insurance company approves too. It’s flexible.
AfterShip Protection aims to help merchants provide a good claim experience for consumers to increase the re-purchase rate.
What you’ll learn
In this tutorial, we’ll discuss:
Key things to know about claim management
How to automate the claim process
How to resolve a claim for your customer
1. Key things to know about claim management
Here’s what you should know about claim management while using AfterShip Protection.
The insurance company will verify the liability of the claims, When the claim needs additional documents, consumers will receive an email to ask them to upload. If merchants want to enhance the process can help to upload too.
The claim amount will be paid to the merchant, merchants can follow up by the ‘Claim status’. Merchant has the responsibility to resolve for consumers and can have the flexibility to choose reship/refund to the consumers.
Merchants can resolve the claims before the claim has been approved by the insurance company if they think the claims are valid, and provide the resolution proof to the insurance company to get the claim paid.
The claim status means how the claim is going on from the insurance company. The resolution status means whether the claim has been resolved with the consumers. Consumers would only see the resolution status, AfterShip Protection does not display the claim status to them.
2. How to automate the claim process
Set up the automation from the Setting page.
Go to the Admin dashboard > Protection > Settings > Offer resolution methods.
A. Enable the ‘Offer resolution methods’.
After you enable this feature and choose what resolution you would like to provide, your consumers can choose the resolution method during the claim submission process.
Details can be seen in this Help article.
B. Enable the ‘Auto’ features under the resolve methods.
After enabling this feature, when consumers choose the related resolution during the claim submission process, e.g. Refund, AfterShip Protection will trigger the auto-resolve after the claim is approved or paid by the insurance company.
For the auto-resolution methods,
For the ‘Refund to original payment method’, we’ll refund the amount the insurance company paid to you from the order of your store.
For the ‘Replace with same items’, we’ll create a same new order in your store and follow your fulfillment process.
For the ‘Refund to store credit’, we’ll create a gift card to your consumer from your store with the amount the insurance company paid.
Detail can see in this help article.
Different platforms would have different auto-resolutions.
|Platform||Supported auto resolution|
|Shopify||reship, refund, refund to store credit|
|BigCommerce||reship, refund, refund to store credit|
Note: If you want the whole flow to be automatic, you can only let consumers choose the resolution method that can be automated.
C. You can see which claim would be handled automatically.
You can see on the claim page, which claim will be automatically handled, you can see a signal beside the resolution status.
Note: If the claim is closed/ denied by the insurance company, would need merchants to resolve manually.
D. Follow up on the claims resolution status.
Once the claim is handled successfully, the claim status will become ‘Resolved’, and you can
See the successful tips in the dashboard
Your claim contact will receive an email
If the claim fails to auto-resolve, you can also see it in the dashboard and receive an email.
In this case, you may need to resolve the claim manually from your store.
3. How to resolve a claim for your customer.
If you would like to resolve the claim for your customers before the insurance company approves or pays, you can trigger the auto-resolution from the Protection dashboard too.
A. Go to the dashboard > Protection > Claims to view the claims information
B. Find the Claim you would like to resolve.
C. Click ‘Mark as resolved’.
D. Confirm the resolution method and auto-resolve.
By enabling the automation, we’ll do the automation from your store.
If you disable the automation, you will need to manually resolve the claim from your store.
After you ‘Resolved’ the claim, the resolution status would become ‘Resolved’, and the consumers would receive an email about the claim update.
E. Keep monitoring the ‘Claim status’.
The Claim status is returned by the insurance company. When the claim status changes to Approved or Paid, it indicates that the claim will be paid or has been paid.
If you have any questions regarding the claim result, please contact the insurance company for help.
F. If you find the claim is ‘unqualified’ before the insurance company approves or pays, you can ‘Deny’ the claim too.
Click to see the claim details and click ‘Deny’, write the deny reasons, and confirm.
After you confirm, the resolution status will become ‘Denied’ and the consumers will receive an email about the denied reasons.
Updated on: 01/12/2023