A customer pays £1 for ProtectMyOrder at checkout (you keep £0.91, our fee is £0.09)
The package is stolen from their front garden! They contact your customer service asking for help
The customer is prioritised ahead of other customers and is offered a more generous resolution e.g. reship or refund (the exact details of the policy are decided by you)
You provide compensation to the customer e.g. a refund, reship or discount code
We have found between 45-73% of consumers in the UK will opt in to delivery protection. Fundamentally, consumers want peace of mind when ordering online. These are some of the reasons why consumers will purchase delivery protection:
1. They live in an area or type of housing (apartment block) where parcel theft is common
2. They do not trust delivery companies. Eg. Their local Evri driver has caused delivery issues in the past
3. They have had bad experiences with online merchants in the past and find it difficult to trust new brands
4. International shoppers are worried about delivery. Since Brexit, international shoppers purchasing from the UK have had delivery issues
Some consumers decide they do not want to purchase delivery protection. These customers shrug their shoulders at ProtectMyOrder, saying it doesn’t impact their perception of the product.
Most consumers liken it to Trainline offering ticket insurance, or event tickets offering ticket protection.
For a full report on consumer response, download our white paper to see how other businesses have succeeded with order protection
The widget is completely customisable to your website’s look and feel. You can change the icon, the name of the upsell, all colours and any text on the widget, and pop up. The resolution portal will also be branded with your own logo.
If you aren’t sure what style will work best, you can a/b test different options with the results showing up in your dashboard.
We recommend using a 3rd party logo like ProtectMyOrder logo as it signals more trust than your own logo might. In the same way that Trustpilot (where you can’t hide bad reviews) signals more trust than a merchant’s hand picked selection of 5 star reviews.
No, ProtectMyOrder is not insurance. ProtectMyOrder is a premium customer service solution that you offer to your customers.
Customers that don’t purchase ProtectMyOrder are still able to claim. However, the claims process might take longer and be less generous than if they had purchased ProtectMyOrder.
Ultimately, it’s entirely up to you to decide what level of service you provide to your customers via ProtectMyOrder. We recommend:
It’s like priority boarding on a flight, but for e-commerce orders!
Across hundreds of thousands of orders per month, we have not seen fraud increase.
It seems that the honest consumers remain honest, and the fraudsters continue well ... being fraudsters. Karma will catch ‘em one day.
It will take less than 10 minutes of your time. All you have to do is give us collaborator access to your Shopify store and install our app. We'll do the rest. It will take us less than 24 hours to get you set up.
ProtectMyOrder does not negatively impact checkout conversion. In fact, sometimes the checkout conversion increases. This is normally because worried shoppers or shoppers coming across the merchant for the first time are comforted by a “money back guarantee” if anything goes wrong with delivery. This has been demonstrated across many of our customers.
Brand perception and checkout conversion is something we are hyper aware of affecting. Check out our full report which summarises the impact of delivery protection. It outlines the countless conversations we have had with consumers as well as proving our point with data.
There are two ways of setting prices:
Manual pricing: Go into settings of our app and amend the price rules to whatever you’d like.
Intelligent pricing: We have an intelligent pricing algorithm that split tests different prices and designs automatically. Our tests balance revenue, opt-in rates and conversion rate to make sure there is no money being left on the table, and that you aren’t charging so much that you are putting them off purchasing.
As we take 8.99% of the protection revenue, we only have to be 9% better than you and you will make more money letting us take care of everything.
For example, if you build this yourself and set the price too low, you are leaving money on the table. If you set the price too high, then you may be causing checkout conversion to suffer.
Our intelligent pricing tool automatically finds the best design and price for your shipping protection policy. We can test hundreds of different prices and designs to find the optimal set up.
We are a team of 4 people who spend 10,000 hours a year optimising shipping protection offerings. We have 70+ brands using our technology with hundreds of thousands of orders processed per month. We're pretty good at this!
There's also no upfront cost or headache of instructing your developers to build your own version.
You'll make more money, it'll take you 10 minutes, and there's zero hassle.
Yes, we can. Pro Protect is designed for exactly this scenario. Here’s a step-by-step on how it works:
Pro Protect is free to use and you may be eligible to receive a share of the protection income we collect depending on the profile of your business.
Find out more about Pro Protect or you can speak to us about getting set up
All those in favour of Pro Protect
Companies that find the most value in Pro Protect are ones that struggle with delivery customer service, either all year round or during peak periods.
Pro Protect is a streamlined way of outsourcing repetitive customer service queries to us whilst eliminating the cost of lost, stolen and damaged packages.
When a customer has a delivery problem, they submit them via our resolution portal (branded to your store) and our customer service agents deal with the issues, approving or denying claims based on the evidence.
All those in favour of Self Protect:
Self Protect is best suited to merchants who can easily handle their customer service queries and want to retain control of the customer interactions.
The merchant keeps all of the delivery protection revenue which usually increases annual net profit by 10-20%. The merchant is responsible for running their own a/b tests on both the aesthetic of the widget and the cost of the protection.
Merchants will prioritise resolving issues for customers who have opted in to ProtectMyOrder. They will also be more generous in instances where it is not clear whether the customer should receive compensation. This is easy to do operationally as delivery issues are relatively rare.