New
Claims that resolve themselves.
Order Protection’s AI agent works every shipping, warranty and in-store claim against your SOPs. It answers customers in a 4-minute median and resolves claims in 15, under your brand, on one post-purchase platform.
Post-purchase, run on Order Protection.
4 min
median first response
15 min
median time to resolution
89%
of resolved claims needed no human touch
16M+
orders protected
Claims automation
No queue. No back-and-forth. Just resolved.
Every manual review is a customer waiting and an agent not doing something else. Our AI agent reads the order, the tracking, the photos and your SOPs. It decides, then resolves with a reship, refund or store credit, in minutes. Your team only hears about the claims that genuinely need you, in Slack or email.
97.6%
of claims analyzed by AI
64%
of resolved claims settled by AI
85%
of AI suggestions accepted as-is by reviewers
01
Analyzing
The agent reads the order, tracking, photos and conversation together, then checks your SOP for that claim type.
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02
Suggestion
It proposes an action with a confidence score, a plain-language reason and the message your customer will get. Turn on auto-approve for a claim type and it carries the decision out itself.
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03
Resolved
The replacement, refund or store credit goes out, your customer hears back from your brand, and your help desk ticket is updated, with the reason on record.
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Your agent, your name. Give it your brand voice and your rules.
Policy Builder
Your coverage rules, applied to every claim.
Policy Builder is where your coverage terms live: which claim types are covered, how much of each claim we reimburse you, the proof a customer has to show, and how long they have to file. One policy covers shipping protection, manufacturer warranties and extended warranties.
Coverage Matrix.
Per claim type: included or not, the reimbursement % (with value tiers), a ceiling, and the evidence required.
Claim the part.
Map each product’s components and bundle items once. Customers pick the broken straw, not the whole tumbler, and your team reships just that part.
Policy Trace.
Every resolved claim shows the rule it matched, the filing window that applied, and the math.
Built in, not bolted on
Built into the tools your team already lives in.
No new dashboard to babysit. Claims are filed from the ticket, synced to the ticket, and escalated in Slack, across Gorgias, Zendesk, Richpanel and Kustomer. Your SOPs come from what your team already knows: we draft them from your Gorgias macros and recent conversations, and from the edge cases you work through with our team in Slack. We read your help desk read-only, and no draft goes live until you approve it.
How SOP drafting works
Fraud & abuse
Coverage for customers. Protection for you.
Generous policies shouldn’t make you an easy target. Claims are checked before anything is paid.
Image-authenticity checks on uploaded photos
A signed attestation on every claim
Order-risk signals and fraud scoring
Police reports when risk or value calls for one
A person on every high-value or thin-evidence claim
Omnichannel claims
Every channel. One claim.
Online, in-store, wholesale or marketplace: a claim shouldn’t care where the sale happened. Customers who bought at a retailer file in the same branded portal, with a receipt instead of an order number. Warranty claims get a 7-minute median first response and a 41-minute median resolution.
Shipping protection
Manufacturer warranty
Extended warranty (optional at checkout)
In-store & marketplace purchases
Your brand, end to end
Every surface carries your brand.
From the cart to the claim email, shoppers stay in your store. Your colors, fonts, logo and words on every surface, and a claim portal that speaks seven languages, including Arabic right to left.
Cart and checkout widgets
Your colors, your words, and your logo or a custom label as the title. Set up with our team, then fine-tuned in the widget editor with a live preview.
How it works
“What’s this?” info modal
A three-step explainer opened from the widget, with your own heading, step images and coverage checklist.
How it works
Claim portal on your domain
Click any element in the Claim Portal Designer to restyle it, upload a custom font, check desktop and mobile, then publish to claims.yourbrand.com.
How it works
Claim emails
Your logo, typography, colors and buttons in the Email Designer, sent from your own verified domain.
How it works
See every customization in Education Basecamp
Brands and their customers say the same thing.
Case study
Stix Golf replaces the club that broke, not the whole set.
Every set is mapped to its clubs, so a warranty claim ships just the affected club, even when the set came from Costco or Scheels.
Case study
Simple Modern’s warranty claims earn five stars from 96% of shoppers.
19,000+ warranty claims a year, most for products bought in stores.
Case study
PSD Underwear resolves claims in 16 minutes, down from over 3 hours.
Branded end to end on claims.psd.com.
All case studies
86.6% of shoppers who rate their claim give it five stars.
4.61 average across 3,876 ratings in the last 12 months.
My claim was reviewed and approved within minutes of me submitting it. Excellent customer service!
Rebekah
Warranty, bought in store · resolved in 16 min · Oct 2026
I had a great experience with OrderProtection. The claims process was simple, fast, and hassle-free. Their customer support was responsive and genuinely helpful throughout the entire process.
Rachel
Delivered, not received · resolved in 34 min · Aug 2026
I was apprehensive about adding this to my order as it does cost money but I'll never shop without it again I had a issue with stone falling out defective and they got my money back the same day and you can pick whether you want a replacement or store credit! I highly recommend adding this protection to order
Andrea
Warranty · defective item · resolved in 11 min · Sep 2026
Excellent customer service. Received the bottle with a dent. Put a claim in online. Problem got resolved within an hour.
Elleana
Damaged in transit · resolved in 45 min · Aug 2026
It was surprisingly easy to submit a claim and I was pleasantly surprised at how quickly my issue was resolved. Thank you!
Reginald
Lost in transit · resolved in 2 min · Aug 2026
I was surprised to find out that submitting a claim was super fast and easy! I didn't want to do it at first though because I thought it would be easier to email their customer service team instead. I realized I was wrong once I clicked it and saw how easy it actually was to request a refund or replacement.
Katherine
Lost in transit · resolved in 3 min · Jul 2026
More reviews
Profit impact
Protection that pays for itself.
Customers fund coverage at checkout, and you keep a share of every premium. About half of shoppers add coverage when it’s on by default. Store credit with a bonus keeps refunds in your store: a $60 refund becomes $65 spent with you. A/B test price and placement to find your number.
Customer-funded
Shoppers pay at checkout; you earn revenue share.
Hybrid
You cover part to lift attach; shoppers cover the rest.
Brand-funded
Coverage on every order, invisible to the shopper.
Plugs into the stack you already run.
Shopify
BigCommerce
WooCommerce
Magento
Gorgias
Zendesk
Kustomer
parcelLab
Recharge
Skio
Slack
All integrations
SOC 2 Type II compliant. Independently audited controls, operating over time.
Security at Order Protection
Education Basecamp
Everything you need to run it, documented.
General
onboarding, FAQ, dashboard tour
Claims
claim queue, automation, warranties, store credit
Customizations
portal branding, emails, widgets, info modals
Finance
payouts, payments, credited claim types
Analytics
dashboard, issue gallery
Settings
SOPs, macros, policies, team
Open Education Basecamp
FAQ
Does the AI make the final call?
What do you reimburse?
Who answers my customers?
Does it work with my help desk?
How does setup work?
What does it cost?
