Store Owners beware - Shopify False Package Insurance Coverage

[Travnape]

So if you ship internationally at all using USPS first class. MAKE SURE to require customers to buy insurance through Shipsurance with Assurant insurance or pay for registered mail service because Shopify is lying when they say any package will be covered up to $100.

I had a package shipped that was sitting in Mexico without movement for quite some time which the customer started a claim with PayPal over and I contacted Shopify because there was no option on the order to submit a claim and the customer dis-service rep continually ignored me and kept feeding me their little pre-scripted responses and bad advice that I kept shooting down like skeet using screen shots to refute their directions, proving them wrong an inept at every turn, but they kept maintaining that I needed to submit an inquiry with USPS. This absolutely is not the case. Unless you ship priority international or above, or add registered mail service, it CANNOT be traced or claimed with USPS at all under any circumstance. I got the run around over and over again from this useless rep who refused to accept any of my knowledge and experience with this (as I have dealt with attempts to track enumerable first class packages with no luck in person, online, on the phone with USPS, nothing.).

I asked the rep no fewer than 5 times to give me over to someone else after they gave me incorrect advice at EVERY TURN but they literally ignored the request until the very end after having tried a dozen times to pass the buck to USPS and only claimed that there were no supervisors available and showing me screen shots on how to get to chat support (like I wasn't already in there with them, how do you figure that works genius?).

Shopify needs to stop outsourcing to people who only read from scripts and they need to adjust their insurance claim requirements if they are just going to pass the buck to a dead end. My package should be covered for up to $100 and they are refusing to honor it despite the fact that USPS does not cover unregistered first class. I hate Shopify more and more every day.

[Shay]

Hi @Travnape 

Thank you for sharing those details here for other merchants to hear about your experience with our support and your concerns about getting your shipping insurance honored. From what you explained, I believe I can provide clear next steps on how to submit an insurance claim with this order.

Generally speaking, yes USPS shipping insurance claims do need to be opened with USPS directly. In cases where shipping insurance is provided by Shopify on eligible orders that claim actually needs to be submitted with our insurance provider Shipsurance. You can read more about this option and how to take advantage of it in our Help Center here:

Shipping insurance for your Shopify Shipping labels · Shopify Help Center 

I have included the steps for submitting a claim as they are noted in the Help Center link above:

1. From your Shopify admin, go to Orders.

2. Click the number of the order that you want to submit an insurance claim for.

3. Click the ... button, and then click File claim.

4. In the Claim details section, select the following information:

   • claim type
   • discovery date of your damaged or lost package
   • claim reason

5. In the Claim amount section, enter the amount of money that you want to claim. You can’t claim more than the amount of coverage that you have paid for.

6. In Payout details, choose how you want to receive your insurance payout from Shipsurance, and then add your contact or address details depending on your payout type.

7. In the Contact information section, enter your email address. This is the email Shipsurance uses to contact you if they need additional information about your claim.

8. Select I have read and understand the disclaimer above, and then click File claim.

After you submit a claim, you receive an email with the claim ID and a link to access the Shipsurance insurance portal. You can click the link to check the status of your claim. You can also check the status by clicking on the claim information on the order.

I sincerely apologize if this information was not shared with you properly when you initially reached out to our live chat support for help with this. If you need any additional support with this claim please don't hesitate to reach out to our support team and share this forum post as a reference for the steps you are taking. 

If I can assist with any other questions through our community forums, please let me know. 

[Travnape]

So you apparently didn't read my post very closely (big shocker /s) because I very distinctly stated "I contacted Shopify because there was no option on the order to submit a claim" so once again if you people can't be of actual help, stop trying because these cookie cutter responses with solutions I have TOLD YOU I already tried is a waste of my time. This is such an ironic response because you are illustrating exactly what I'm so frustrated with by your own response.

[Shay]

I appreciate you clarifying that @Travnape. Your frustration is completely understandable. Since I am not able to escalate this issue myself I would ask that you please contact our live support once again about this. To assist and ensure you get the correct support right away and you don't have to repeat the information you have already shared, please reference this ticket number for your agent: 36113647. 

This way your agent can quickly jump in, confirm that the claim option isn't available in the order and reach out to our escalated shipping support team for the next steps. They will just need to get the order number from you to get all that started. 

If for any reason you do not feel that you are getting the support you require on this ticket please don't hesitate to reply back here with your current ticket number and details. I want to make sure we get this insurance claim submitted without issue. 

[ShipAid]

Hi Trav,

I think I can help with future orders. We created an app that allows you to offer a delivery guarantee to your customer no matter what carrier you use. You collect the money for this guarantee upsell and if something goes wrong you pay out the issue. Basically, you become self-sustaining and never have to fight with insurance companies or carriers for a refund. As a bonus you also increase your AOV by 2.5% on average 😉