Question 1

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 2

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

Hand

Question 3

How SHIPAID’s Shipping Guarantee Fee Works

Accepted Answer

Only Pay For What Customers Choose

With SHIPAID’s Shipping Guarantee, you give customers extra confidence at checkout. The billing model is simple.

You are only charged fees on orders where the customer chooses to opt in.

No fees on orders without the Shipping Guarantee
No hidden costs
No surprise invoices You stay in control. Your customers choose the experience they want.

What Is The Shipping Guarantee?

The SHIPAID Shipping Guarantee is a branded promise at checkout. Customers can protect their order if a package is lost, stolen, or damaged. SHIPAID then steps in to help resolve the issue quickly and professionally.

It is designed to:

Build trust with your customers
Reduce chargebacks and avoid angry support tickets
Take claims management off your team’s plate
Strengthen your post-purchase experience

The guarantee plugs into your existing cart and checkout flow.

When Is The Fee Applied?

You are only billed when a customer opts in to the Shipping Guarantee during checkout. If a customer does not add it, there is no SHIPAID fee on that order.

How it works:

Customer adds items to cart and proceeds to checkout
The Shipping Guarantee appears as an optional add-on
Customer chooses to include or skip it
If included, a small fee is added to the order total
That opt-in is what triggers billing

This structure means:

No monthly minimums
No percentage fees on total order volume
No cost for orders without opt-ins

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Question 4

How Long Does It Take To Implement SHIPAID?

Accepted Answer

Fast, Flexible Setup That Fits Your Stack

SHIPAID is built to go live quickly without disrupting your business. Whether you run a lean Shopify store or a complex, multi system environment, implementation is measured in hours, not weeks.

There is no lengthy rollout, no heavy engineering work, and no need to change how you sell or ship.

What Affects The Setup Timeline?

Implementation speed depends on two main factors.

1. Your ecommerce platform and stack SHIPAID works out of the box with:

Shopify and Shopify Plus
Other major platforms such as BigCommerce, Magento, and WooCommerce

If you use a headless or custom setup, we connect via API and test flows end to end. That can add a bit more time but stays straightforward.

2. Approval and access Once your team approves SHIPAID and shares the necessary access, we move quickly.

The faster we receive:

Admin or collaborator access
API or integration credentials
A short overview of your shipping workflow

The faster we can launch.

Typical Implementation Ranges

Shopify standard stores: about 1 to 2 hours
Shopify Plus: about 2 to 4 hours including checkout theme testing
Other platforms: about 2 to 4 hours, depending on integrations
Custom or headless: timing varies based on data and testing needs

Implementation Steps

Step 1: Platform access and approval After onboarding approval, we request the permissions required to connect SHIPAID to your storefront and systems. Thi

Question 5

How SHIPAID Integrates With Shopify And Other Platforms

Accepted Answer

Built Around Your Stack, Not Ours

SHIPAID is designed to fit into the systems you already use. We focus on turning post purchase into a branded experience, not forcing a new platform. Whether you ship 100 orders a week or 10,000, integration is tailored to your workflow.

What SHIPAID Integrates With

We work with leading commerce and backend platforms, including:

Shopify and Shopify Plus
BigCommerce
WooCommerce
Magento
Salesforce Commerce Cloud
Custom storefronts and ERPs

If you can sell with it, we can likely connect to it.

How Integration Works

Step 1: Understand your setup You share how you operate today:

Ecommerce platform and shipping tools (for example Shopify and ShipStation)
Order volume and carriers
How you talk to customers after checkout

This helps us determine whether to use a native integration, private app, or lightweight API connection.

Step 2: We connect the systems Our team handles:

Secure API connection to your platform
Real time sync of orders, tracking, and customer data
Setup of a branded tracking page using your logo, colors, and tone
Configuration of email and SMS flows that match your voice
Testing on desktop and mobile

On Shopify Plus, we also work within your checkout extensions and theme so everything feels cohesive. Step 3: Launch and support Once the integration is ready, we:

Activate your SHIPAID dashboard
Turn on tracking pages and notifications
Align flows with your s

Question 6

How To Incorporate Free Donation Gifts Into Your Messaging

Accepted Answer

Turn your Shipping Guarantee into a moment of generosity, at no cost to your customers or your brand.

What This Program Offers

Through SHIPAID’s partnership with Inspired, customers who add the Shipping Guarantee at checkout become eligible for free donation gifts.

Donation gifts are made available by Inspired
They are funded by generous donor sponsors
There is no cost to you, your customers, or SHIPAID

This is not a round up or charity upsell. It is a donor funded gifting platform that builds emotional connection between your customers and your brand, with no extra work for your team.

As a SHIPAID merchant you get:

Automatic inclusion, with the option to opt out
Zero operational complexity
A loyalty feature that helps your brand stand out

Why This Matters For Your Brand

Donation gifts turn a Shipping Guarantee opt in into a feel good moment. Customers protect their order and unlock the chance to support a cause they care about, at no cost. They will connect that experience with your brand.

Benefits at a glance:

Emotional connection, customers choose their cause
Brand halo effect, your brand enabled the gift
No cost retention, build loyalty without discounts
Differentiation, every guaranteed order has purpose
Trust building, you show customers you care about what matters to them

This layer of purpose lives on long after the package arrives.

Messaging Guidelines

Use language that is clear, positive, and accurate. F

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