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Merchant Partnership Resources Kit

10 min. readlast update: 08.14.2024

Our educational resources are designed to help you promote our partnership with your customer base. Increased customer awareness will lead to more protected purchases, improved delivery experiences, and ultimately, greater brand loyalty.

To make the most of this resource, find the content specific to your coverage type.
Not sure which coverage type you have? Here’s a brief guide to the different options we offer:

 

Protection Default ON (recommended):
ShipInsure is automatically added to your customers’ carts, and they have the option to remove it if they wish. We recommend this coverage type to ensure peace of mind for both you and your customers.

 

Protection Default OFF:

Customers on your site must manually select ShipInsure to add it to their cart at checkout.

 

Full Coverage:

ShipInsure is automatically added to customers’ carts as a complimentary service, and it cannot be removed by the customer. This method is entirely funded by you, the merchant. 

 

Hybrid Coverage:

Hybrid coverage allows you to customize who pays for package protection based on the retail value of a customer’s purchase. 



Website content for your customers :
We recommend adding ShipInsure information to the following areas:

 

  • Banners:

       Use a banner on your website to announce your partnership with ShipInsure to your          customers.  

  • FAQs:
    Include our ShipInsure FAQs (listed below) on your website’s FAQ page.  

  • Shipping Policy:
    Incorporate ShipInsure details into your shipping policy.  

  • Contact Page:
    Add information about how to file a claim with ShipInsure to your contact page to help reduce inquiries related to ShipInsure & direct those customers our way. 

  • Footers:
    Include dedicated footer links to ShipInsure information for easy customer access. 

  • Confirmation & Shipping Emails:
    Provide information on how to file a claim with ShipInsure if necessary.  Please review our ‘Claims’ tab for inspiration on what to incorporate.

  • Item Listings:
    Add ShipInsure information to your item listings, similar to how you might highlight free shipping or third-party payment services.  

 

Banner Copy Options:

  • We now offer ShipInsure Package Protection to help cover the cost of lost, damaged, or stolen packages.  

  • We’ve partnered with ShipInsure! | Purchase ShipInsure at checkout to protect your order from loss, damage, or theft.  

  • Exciting news! We’ve partnered with ShipInsure, allowing you peace of mind post purchase! 

  • We've partnered with ShipInsure to offer package protection with carbon offset at checkout to protect your order & the planet.  

 

Shipping Policy Copy Option: 

We’ve partnered with ShipInsure, a package protection to provide our customers with the best possible delivery experience. ShipInsure offers low-cost shipping protection to safeguard your package in case it gets lost, stolen, or damaged during transit.  

If you experience an issue with your order, please file a claim with the ShipInsure team here.  

 

Contact Page Copy Option:

For Protection Default (ON / OFF) Coverage Plans:

Damaged, Lost, or Stolen Orders?  

If you added ShipInsure Package Protection at checkout, please file a claim with the ShipInsure team here for quick assistance with “in-transit” related issues.  

 

For Full Coverage Plans:

Damaged, Lost, or Stolen Orders? 

We’ve partnered with ShipInsure to provide protection for “in-transit” related issues. Please file a claim with the ShipInsure team here for quick assistance with your order issue, support@shipinsure.io

 

Order Confirmation & Shipping Emails for Protection Default (ON / OFF) Coverage Plans: 

Order Confirmation Emails:

“If you added ShipInsure's Package Protection at checkout, you’ll receive a follow-up email with your ShipInsure ID. Be sure to keep this email in case you need to file a claim! Have questions about ShipInsure Shipping Protection? Visit our FAQ page here.”  

 

Shipping Emails: 

“Your order should arrive soon! If you experience any issues with your order while in transit and you added ShipInsure Package Protection at checkout, you can file a claim with ShipInsure’s customer service team for quick assistance! Have questions? Learn more about ShipInsure here.”  

 

For Full Coverage Plan:

 

Order Confirmation Emails: 

“Your order is being covered by FREE Shipping Protection from ShipInsure. You’ll receive a follow-up email with your ShipInsure ID. Be sure to keep this email in case you need to file a claim! Have questions about ShipInsure Shipping Protection? Visit our FAQ page here.”  

 

Shipping Emails:

“Your order should arrive soon! We’ve partnered with ShipInsure to protect you from any issues that may occur with your order while in transit. If you experience any problems, you can file a claim with ShipInsure’s customer service team for quick assistance! Have questions? Learn more about ShipInsure here.”  

 

Item Listings:

Another great way to inform your customers about ShipInsure is to include information in your item listings, similar to how you would highlight “Free Shipping” or third-party payment services. Options for showcasing your partnership with ShipInsure could include:  

- ShipInsure Shipping Protection Available on All Orders  

- FREE ShipInsure Shipping Protection applied to your order at checkout  

 

Merchant support email templates for merchants:

For Protection Default (ON / OFF) Customers:

 

  • When You Would Like a Customer to Report an Issue on Their Own:

 

Hi there!

 

Thanks for reaching out to the support team at {Merchant Name}. We’re sorry to hear that your package did not arrive as anticipated, but we’re glad to see that you’ve added ShipInsure Package Protection to your order.

 

Because you added ShipInsure to your order, your package is insured against loss, damage, and theft. You can report an issue with ShipInsure through the website or the email you received from ShipInsure after placing your order, or by visiting https://go.shipinsure.net/claims 
Their team is ready to assist you with any questions you may have. 

 

All the best,  

{signage}  

 

---

 

  • When You Are Reporting an Issue on Behalf of the Customer:

 

Hi there!

 

Thanks for reaching out to the support team at {Merchant Name}. We’re sorry to hear that your package did not arrive as anticipated, but we’re glad to see that you added ShipInsure Shipping Protection to your order.

 

Because you added ShipInsure to your order, your package is insured against loss, damage, and theft. I have reported an issue on your behalf, and a ShipInsure representative will be reaching out within the next 24-48 hours to assist you.

 

If you need to report an issue for a future order, you can do so through the ShipInsure website or the email you received from ShipInsure after placing your order, or by visiting claims.shipinsure.com.

 

All the best,  

{signage}  

 

---

 

  • When Customers Reported Issue is Denied:

 

Hi there,

 

Thanks for reaching out to the support team at {Merchant Name} regarding your ShipInsure issue.

 

I just looked into the status of your reported issue, and it appears it was denied because it did not fall within ShipInsure's policies. For the reported issue to be approved, it must be classified as stolen, lost, or damaged and within their designated timeframes. If you believe there has been a mistake, please let us know or reply to the email you received from ShipInsure.

 

All the best,  

{signage}  

 

---

 

  • When a Customer Reaches Out About the Status of Their ShipInsure Issue:

 

Hi there,

 

Thanks for reaching out to {Merchant Name}. You can report an issue with ShipInsure by visiting claims.shipinsure.com, and you can also check the status of your issue there.

 

Simply enter the email address you used at checkout and your order number, and ShipInsure will provide you with an update on the status of your reported issue.

 

All the best,  

{signage}  

 

---

 

  • When a Customer Inquires About ShipInsure Policies:

 

Hi there,

 

Thanks for your email inquiring about package protection policies. Below is a brief summary of ShipInsure Shipping Protection coverage, but you can review the full policies [here].

 

**Lost - stuck in transit**  

Domestic: The issue must be filed after 7 days rom the last shipping update.

International: The issue must be filed after 14 days from the last shipping update.

**Stolen - marked as delivered**  

The issue must be filed after 2 business days from date of delivery, provided there is no photo evidence of the delivery. Claim must be filed within 14 days of date marked delivered.

**Damaged**  

The issue must be filed with photos of the damaged package and item(s) within 14 days from when the order was marked delivered.

 

All the best,  

{signage}  




---

 

For Full Coverage Customers:

 

  • When You Would Like a Customer to Report an Issue on Their Own:

 

Hi there!

 

Thanks for reaching out to the support team at {Merchant Name}. We’re sorry to hear that your package did not arrive as anticipated. We’re happy to let you know that we have partnered with ShipInsure to provide complimentary package protection for your order. With ShipInsure, your package is insured against loss, damage, and theft.

 

You can report an issue with ShipInsure through the email you received from ShipInsure after placing your order, or by visiting shipinsure.com & clicking the “submit a claim” button. Their team is ready to assist you with any questions you may have & help with your order!

 

All the best,  

{signage}  

 

---

 

  • When You Are Reporting an Issue on Behalf of the Customer:


Hi there!

 

Thanks for reaching out to the support team at {Merchant Name}. We’re sorry to hear that your package did not arrive as anticipated. However, we’re happy to let you know that your order was protected by complimentary ShipInsure Shipping Protection!

 

With ShipInsure, your package is insured against loss, damage, and theft. I have reported an issue on your behalf, and a ShipInsure representative will be reaching out within the next 24-48 hours to assist you.

 

If you need to report an issue for a future order, you can do so through the ShipInsure website or the email you received from ShipInsure after placing your order, or by visiting https://go.shipinsure.net/claims 

 

All the best,  

{signage}  

 

---

 

  • When Customer’s Reported Issue is Denied:

 

Hi there,

 

Thanks for reaching out to the support team at {Merchant Name} regarding your ShipInsure issue.

 

I just looked into the status of your reported issue, and it appears it was denied because it did not fall within ShipInsure's policies {or add reason}. For the reported issue to be approved, it must be classified as stolen, lost, or damaged and within their designated timeframes. If you believe there has been a mistake, please let us know or reply to the email you received from ShipInsure.

 

All the best,  

{signage}  

 

---

 

  • When a Customer Reaches Out About the Status of Their ShipInsure Issue:

 

Hi there,

Thanks for reaching out to {Merchant Name}. You can report an issue with ShipInsure by visiting claims.shipinsure.com, and you can also check the status of your issue there.

Simply enter the email address you used at checkout and your order number, and ShipInsure will provide you with an update on the status of your reported issue.

 

All the best,  

{signage}  

 

---

 

  • When a Customer Inquires About ShipInsure Policies:

 

Hi there,

 

Thanks for your email inquiring about package protection policies. Below is a brief summary of ShipInsure Shipping Protection coverage, but you can review the full policies [here].

 

**Lost - stuck in transit**  

Domestic: The issue must be filed between 7 and 30 days from the last shipping update.

 

International: The issue must be filed between 20 and 30 days from the last shipping update.

 

**Stolen - marked as delivered**  

The issue must be filed between 5 and 30 days from when the order was marked delivered.

 

**Damaged**  

The issue must be filed with photos of the damaged package and item(s) within 30 days from when the order was marked delivered.

 

All the best,  

{signage}  

 

---

 

  • Does ShipInsure work internationally?

 

ShipInsure offers services to merchants worldwide. Based in the United States, we communicate with customers and merchants in English whenever possible. If translation is necessary, we use online translation software for email communication with both merchants and customers.  

 

 

Marketing Information:

We are providing our merchants with some of our logos to easily incorporate into newsletters, banners or webpages like an FAQ. Here they are listed below:





Please reachout to our support team if you are needing any particular size of image for your needs, we would love to help!



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