Question 1

How Are Customer Claims Submitted And Handled?

Accepted Answer

A Seamless, Self Service Claims Flow You Control

Delivery issues happen. What your customers remember is how you handle them.

SHIPAID gives you a modern, branded, self service claims experience for customers and a fast, controlled workflow for your team. Customers submit claims through a simple portal.

You approve, deny, refund, or reship from your SHIPAID dashboard or inside Gorgias.

You keep full control of decisions while giving customers the kind of experience that drives trust, retention, and higher lifetime value.

A Frictionless Experience For Customers

When something goes wrong, customers do not want to write long emails and wait days. They want clarity and speed.

What customers see:

A branded self service resolution portal
A short, guided form with no login required
Real time confirmation and status updates
Fast outcomes based on your policies

This reduces frustration, protects your brand reputation, and makes customers more likely to shop with you again.

Full Control For Merchants

You are not turning your customers over to an insurance company. With SHIPAID, you stay in charge of every resolution.

What you can do:

Approve, deny, refund, or reorder with one click
Work in the SHIPAID dashboard or directly in Gorgias
Configure automation or send claims to manual review
Track claims over time and analyze trends

You set the rules. You control the outcomes. You own the relationship.

The Business Impact

Handl

Question 2

How Is SHIPAID Priced?

Accepted Answer

A Simple Revenue Share That Grows With You

SHIPAID uses a performance-based pricing model. You only share a percentage of the revenue generated by your Shipping Guarantee. If customers do not opt in, you do not pay. There are:

No upfront fees
No monthly subscription
No long-term contracts
No hidden costs

You pay when value is delivered, and the model scales with your order volume.

No Monthly Fees

You can run SHIPAID with a $0 monthly platform cost. Whether you are testing Shipping Guarantee for the first time or running it at scale, there is no subscription required.

No Onboarding or Setup Costs

Our team configures your program, helps you go live, and provides best-practice guidance at no cost. Implementation support is included.

No Contracts or Commitments

There is no long-term commitment. Use SHIPAID when it works for your brand. You can pause or cancel at any time.

How The Pricing Works

You stay in control of the customer experience. SHIPAID powers the engine behind it.

You set the Shipping Guarantee price at checkout as a flat fee or a percentage of the cart.
When customers opt in, you keep up to 91 percent of that fee, based on your pricing tier.
SHIPAID keeps the remainder to cover operations, claims infrastructure, fraud intelligence, and support.
If no one opts in, you pay nothing.

This keeps pricing simple, predictable, and aligned with performance.

Standard Pricing Tiers

15 percent for up t

Question 3

Can Customers Edit Orders Post Purchase?

Accepted Answer

Yes, With Guardrails You Control

With SHIPAID, customers can edit their shipping address after checkout, within a time window you define. That gives shoppers modern flexibility while keeping your operations in control.

You choose whether that window is 15 minutes, 60 minutes, or 2 hours. The rules are fully configurable.

How It Works

Post purchase edits run through a secure, branded experience that fits your store.

A customer places an order
They see the option to edit their address on the Thank You page or Order Status page, wherever you place the Order Edit widget
Edits are allowed only within your set time window
When the window closes, the order is locked for fulfillment

Your team stays in control. Your customers feel empowered.

Why It Matters

Order mistakes happen. Customers use an old address, move, or realize a gift needs to go somewhere else. A managed edit window reduces delivery issues and avoids unnecessary back and forth with support.

Customer benefits:

Fewer delays or returns from address errors
Confidence that your brand is flexible and helpful
Fewer emails or chats for simple changes

Merchant benefits:

Fewer failed deliveries and reshipments
Lower support volume
Cleaner address data in your systems
Better customer satisfaction and retention

The Business Impact

Customer retention Letting customers fix mistakes builds trust and keeps them coming back. Support efficiency Self se

Question 4

SHIPAID V2: IMPACT · Scaling Shipping Guarantee And Purpose

Accepted Answer

A New Standard For Post Purchase Performance And Impact

SHIPAID V2: IMPACT takes the core platform and adds more control, more clarity, and more ways to deliver purpose with every order. It is designed to give you:

A cleaner, more powerful admin experience
Stronger operational tools for revenue and efficiency
Built in programs for climate and social impact

All in one place.

Control And Clarity: A Next Generation Admin Experience

Complexity should not get between you and your customers. IMPACT introduces a refined interface that makes it easy to see how your Shipping Guarantee is performing.

You can:

View Shipping Guarantee revenue, impact stats, and claims in one dashboard
Monitor trends and outcomes at a glance
Navigate settings and rules with a cleaner layout

Checkout Plus has also been redesigned to give shoppers a modern, trust building experience at the most critical moment. Order editing has been updated so your team can correct addresses and prevent failed deliveries with less effort, saving time and cost. Built in guides and videos inside the dashboard help your team learn and optimize faster.

Operational Power: Maximize Revenue And Efficiency

IMPACT is not just about protection. It is about growth. Shipping Plus integration Tap into SHIPAID’s group buying power for small parcel. Many merchants see savings between 30 and 50 percent, without changing platforms or tools. Add To Cart Plus integration Show branded Ship

Question 5

Restoring Kenya’s Mangroves: Community Roots, Global Impact

Accepted Answer

Along Kenya’s southeast coast, communities are working to restore mangrove forests that support both marine life and local livelihoods. SHIPAID merchants are helping power that work through verified restoration partners.

From Loss To Local Leadership

In the late 1990s, economic pressure pushed many in the region to cut mangroves for charcoal and building materials. As the trees disappeared, so did fish nurseries. Where fishermen once brought in 10 kilograms of fish in a day, catches dropped to a fraction of that.

The damage affected both the environment and family income. But it also sparked a movement to rebuild.

Restoration With EarthLungs And veritree

With support from EarthLungs Reforestation and veritree, local communities are leading a multi year mangrove restoration effort. Their goal is a fully rejuvenated estuary within the next several years.

This work is:

Community led, with locals managing sites and planting
Focused on long term ecological health
Designed to restore both biodiversity and economic stability

Every sapling reflects local ownership of the project’s success.

How SHIPAID Merchants Contribute

SHIPAID makes it easy for brands to plug into verified reforestation work like this. When merchants activate impact focused programs through SHIPAID and our partners, their shipping activity can help fund projects such as Kenya’s mangrove restoration.

So while you are improving your post purchase experience at home, you are als

Question 6

What Is The Tracking Experience Like?

Accepted Answer

Branded, Engaging, And Built To Convert

SHIPAID turns tracking from a basic utility into a branded, revenue friendly touchpoint. Instead of sending customers to generic carrier pages, you give them a custom tracking portal that looks and feels like your brand.

It is not just a link. It is part of your post purchase experience, built to reinforce trust, encourage repeat purchases, and keep customers in your world.

A Custom Branded Tracking Portal

Your SHIPAID tracking page is designed to match your visual identity and tone. Customers stay in your ecosystem, not a carrier’s.

What customers see:

Your logo, colors, and brand voice
Real time shipping updates and clear ETAs
A clean, mobile friendly layout
Optional product recommendations and promos
Helpful links to support, FAQs, and reordering

This level of polish builds confidence and keeps your brand top of mind from checkout to delivery.

Why It Matters For Your Business

Traditional tracking links are a missed opportunity. SHIPAID replaces them with a brand first experience that works like a performance channel.

Benefits for your brand:

Higher post purchase engagement
More upsells and cross sells from the tracking page
Stronger brand perception with a premium look and feel
Fewer “Where is my order” tickets through clear updates

Your tracking page becomes part of your funnel, not just a status check.

The Business Impact

Customer retention A consistent, profe

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