Purchase Freight outside shopify for order shopify orders

Shopify Discussion
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Topic summary

Shipping/coverage when purchasing freight for Shopify orders, and how claims are handled when a package shows delivered but the buyer says it wasn’t received.

  • Merchant reports large post-shipment adjustments when buying labels via Shopify, while VEEQO rarely adjusts. Asks whether buying freight outside Shopify affects order coverage and what happens for “delivered but not received” without signature.

  • Shopify reply: Fulfilling orders outside Shopify is allowed. “Coverage” (insurance) is between you and the carrier/fulfillment provider you choose. Shopify is generally not involved in operational insurance unless you use Shopify Fulfillment Network or purchase Shopify Shipping labels with insurance.

  • For disputes where tracking shows delivered but the customer claims non-receipt, consider chargeback protection tools (example: Signifyd-Chargeback Protection). This is a fraud/chargeback mitigation option, not Shopify reimbursement.

  • No specific promise of Shopify coverage for externally purchased labels; coverage depends on the carrier or the Shopify label insurance if used.

  • Resources linked: Shopify Fulfillment Network, Shopify Shipping labels, and Signifyd.

  • Status: Question partially answered; thread remains open for further details or follow-ups.

Summarized with AI on December 29. AI used: gpt-5.
1

Hi everyone

i am currently using shopify to purchase freight for order being placed on my shopify store

however the adjustment being made are HUGE , we currently use VEEQO for purchasing our freight for all other channels , and they rarely do freight adjustment, what are the rules of purchasing freight outside shopify

i heard somewhere that shopify will not cover orders if i purchase my freight outside shopify

if anyone can share thire experience

also i want to know what is the situation if we ship a a package to a customer, then a package showing delivered , however the customer claiming they did not received it (if i do not use signature) for example on Amazon and eBay if i purchase the freight trough them , i am covered , but not on Walmart , so i just want to know what is the rules with Shoipify , since its very confusing

2

Hey, @NYCK .

Thank you for reaching out and posting this question!

You can fulfill orders outside of Shopify. However, by coverage, I am assuming you’re referring to something like insurance. The insurance will always be between you and the fulfillment company that you’re using, as Shopify is generally not involved in the day-to-day business operations of stores - unless you’re using Shopify Fulfillment Network or buying shipping labels with insurance from Shopify. That being said, if you’re concerned about delivering an item and the customer claiming that they didn’t receive it, then you can also consider using some sort of chargeback protection - like Signifyd-Chargeback Protection.

If you have any other questions on this topic, then don’t hesitate to let us know.