1. What does Worry-Free Delivery cover?
Worry-Free Delivery is a service provided by Seel (a Parcel Panel partner). It covers delayed, damaged, and lost items that meet the following criteria.
Delay: Domestic packages not delivered before the 10th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 30th day following order fulfillment are considered delayed. The compensation for delayed packages is $5 USD. (If the order is not transacted in USD, compensation will be made in the currency of the transaction. For example, if an order in euros is delayed, the compensation is €5.)
Damage: Worry-Free Delivery covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items will be up to the value paid for the purchased item(s).
Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
Worry-Free Delivery also includes carbon-neutral shipment within the recipient’s country.
Note: Total compensation for one cover is up to the value actually paid for the item(s).
2. What products are excluded from Worry-Free Delivery?
Worry-Free Delivery does not cover the following categories of items：
Automobiles and motorcycles
Jewelry (valued in excess of $1,500)
Boats and yachts
Live animals
Cash
Lumber
Ceramic, marble or granite tiles, slab blocks, countertops, or statues
Negotiable papers
Cigarettes and other tobacco products
Perishable commodities
Raw cotton
Pharmaceutical drugs
Fine arts (valued in excess of $10,000 per piece)
Precious stones and metals
Flowers
Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
Glass windows, plate glass, and similar goods
Securities
3. How does Worry-Free Delivery benefit my store?
Your shop's customers can choose to purchase Worry-Free Delivery while shopping. If the purchased goods are lost, damaged, or delayed during transportation, they can get certain compensation. Worry-Free Delivery Protection allows customers to shop without worries, and also reduces your store's customer service communication costs caused by package transportation problems.
4. How does Worry-Free Delivery work in my store and for my customers?
Once Worry-Free Delivery is successfully published, customers can opt to purchase the Worry-Free Delivery service in the cart or on the checkout page (Shopify Plus only) to protect packages against loss, damage, theft, and delays.
When shipping issues arise, and the claim is approved, Seel will provide the compensation in the form of a virtual Visa card.
Non-Shopify Plus
Shopify Plus
5. Why does Worry-Free Delivery require a payment method?
Worry-Free Delivery is 100% FREE for merchants. Customers can choose to purchase the service in the cart or at checkout. Seel, the insurer, requires you to add a debit/credit card to transfer the collected premium amount for actual insurance coverage.
6. How do customers use Worry-Free Delivery?
1) Customers purchase Worry-Free Delivery in the cart or at checkout.
2) After purchasing the Worry-Free Delivery service, customers will receive an email from Seel with details of the Worry-Free Delivery insurance and how to report shipping issues.
3) When the purchased Worry-Free Delivery product is lost, damaged or delayed during transportation, customers can report the problem to Seel's claims service center through Seel's email.
4) Seel will review the shipping issues reported by customers within 48 hours using policy rules/guidelines.
5) If the reported problem meets the conditions, the refund will be automatically sent to the customer via email in the form of a prepaid credit card. If the reported problem does not meet the conditions, an email will be sent to the customer to inform them of the situation and reason for the refusal of the claim.
To qualify for the payout, shoppers need to follow the issue reporting requirements:
Issues of loss, where the package is not delivered, must not be reported sooner than 30 days after the order fulfillment date for domestic shipments and 60 days for international shipments.
Issues of damage, where the package is delivered, must be reported within 15 days after the delivery date.
Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
All issues must be reported within 90 days of the order date.
7. How much does Worry-Free Delivery cost?
Worry-Free Delivery is free for merchants and is available for customers to purchase in the cart or at checkout. The cost of Worry-Free Delivery depends on the currency that the store uses, and is denominated in the store currency. Here’s an example: for orders where all items have a combined retail value under $100 USD, Worry-Free Delivery is charged at a fixed rate of $0.98 USD. For orders where all items have a combined retail value over $100 USD, Worry-Free Delivery is calculated from 1.5%-5% of the cart total based on proprietary risk factors (for example, if an order was $150 USD with a 1.5% rate, then Worry-Free Delivery would cost $2.25 USD).
8. Why is Worry-Free Delivery appearing as a product in my Shopify store?
Because of Shopify's shopping cart system, Worry-Free Delivery must exist as a product in the store. If you do not want to display Worry-Free Delivery products in your storefront, you can refer to the following method to hide this product.
How to hide Worry-Free Delivery as a product in my storefront?
Please note that you should not arbitrarily change the Worry-Free Delivery product information in your store, including but not limited to deleting variants, modifying product prices, etc. These changes may cause your consumers to encounter problems when using the Worry-Free Delivery service.
9. Shop currency requirements for activating Worry-Free Delivery service.
Currently, Worry-Free Delivery service of our insurance partner Seel only supports stores with the following shop currencies: USD, CAD, GBP, EUR, AUD, NZD.
Other shop currencies are not currently supported for the Worry-Free Delivery service. We will continue to support more currencies and will notify you by email.
10. Why can't I see the Worry-Free Delivery widget?
Currently, our insurance widget only supports IPs in certain countries, including the United States, Germany, France, the Netherlands, the United Kingdom, Australia, Canada, and New Zealand.
Other countries do not support insurance purchases for the time being. We will continue to add more supported countries and notify you by email.
Need help? Feel free to contact us via online chat or email, our world-class 24/7 support team is always glad to help you🧐