We've changed how claims move through your Order Protection queue. AI now leads the decision on every claim, and we only come to you when we genuinely need your team.

AI triage runs the To Do queue

Every new claim is picked up and evaluated by AI triage, and each claim shows its status. AI Queued means it's waiting to be evaluated. AI Processing means it's being evaluated now. AI Ready means there's a recommended next step with a confidence score, which acts after a short review window unless someone steps in. AI Escalation means it's been handed to a person on our team.

On Hold is where we ask for your help

When only your team can answer, such as whether a replacement already shipped or which SKU to send, the claim moves to On Hold as Waiting for Brand, with a timer showing how long it has waited.

Slack and email, both ways

We post a claim card in your Slack channel only when a claim needs you. Reply in the thread and your answer is saved on the claim as an internal note. Not on Slack? The same question comes by email, and your reply posts straight to the claim.

Faster resolutions

Our brand agents work alongside claim automation from start to finish, so your customers get faster, more complete resolutions and your team gets its time back.

New integrations: Skio, Richpanel and Refundid

Skio puts Order Protection on subscription orders. Richpanel syncs claims into Richpanel as tickets, with customer messages kept in sync. Refundid joins as a returns provider with instant refunds.

Developer platform and app marketplace

An OAuth-based developer platform with scoped access, plus a marketplace for partner-built apps.

Extended warranties, fully live

Customer-funded extended warranties are now fully live for Shopify merchants, as a one-time, order-level option at cart or checkout.

Custom Shopify tags

Build templated tags that post to Shopify automatically when claim events happen, and use them to trigger your own flows and filters.

SOPs generated from your help desk

With an active help desk integration (Gorgias first), we generate and update your SOPs from your existing macros and resolved tickets to train claim automation.

Analytics API (early access)

Pull your Order Protection data, both raw tables and computed metrics, into your own warehouse or BI tool, authenticated with personal access tokens scoped to your stores.

Reviews triage

Mark product reviews as checked and leave internal notes for your team.

SOC 2 Type II

An independent, third-party audit confirms our security controls operate effectively over time.

A smarter claim automation agent

Expanded photo and video analysis, upgraded models for more accurate recommendations, and better replacement suggestions when an item is out of stock or discontinued.

Shopify is retiring legacy developer apps that weren't created from dev.shopify.com. From July 1, 2026, those apps are no longer supported, so we're moving every merchant to the latest version of the Order Protection Shopify app.

What we do

We do the heavy lifting: we create the new app version with the scopes and permissions your store needs. If we don't already have Shopify Partner access for your store, you'll see a pending access request in your Shopify admin.

What you do

1. Copy the install link our onboarding team emails you.

2. Paste it into a browser that's already signed in to your Shopify admin.

3. Click Accept / Install when Shopify prompts you.

That's it. Our team is notified as soon as you've upgraded.

No disruption

Your Order Protection service and data sync keep running throughout the upgrade.

Our first-quarter 2026 launches.

Customer-funded extended warranties

Offer extended warranties as an order-level option at checkout. We calculate coverage by product and term on the backend and show the customer one simple price, with no warranty variants on your product pages. Every extended warranty includes shipping protection. Available for Shopify merchants.

Customer account store credit

Claim resolutions can now go straight to a customer's Shopify account store credit balance, so there are no gift cards or discount codes to track. Customers apply it at checkout with one click.

Claim automation, phase one

An AI suggestion now sits at the top of every claim and recommends the next step: resolve the claim, send a message, or wait. It learns from your store's past claims, your message macros and your SOPs.

As of January 19, 2026, claims confirmed as Wrong Item are no longer reimbursed to merchants as part of the monthly payout.

Why

A wrong item is a picking or packing issue at the warehouse, not a shipping issue. Wrong Item claims now sit in the same category as Missing Item(s): manufacturer or warehouse issues rather than shipping issues. Shipping issues such as Order Delivered Not Received and Tracking Not Moving are still credited.

What stays the same

We still handle Wrong Item claims for your customers.

See Claim Types Credited for which claim types are credited to your payout.

Our biggest launches of 2025.

Manufacturer warranties

Customers can file warranty claims for orders placed on your site or through other channels, like Amazon or Walmart. Custom claim sub-types, like "Broken handle", define product issues precisely and surface issue patterns in analytics. Warranty claims resolve the same way as shipping claims: refund, reship or store credit.

A fully customizable claim experience

• Widget: change copy, switch a toggle to a checkbox, and more.

• Claim portal: add your favicon, background image, custom fonts and welcome copy.

• Emails: customize the logo, copy, button color and call to action on every claim email.

An all-in-one claim portal

With our Loop Returns and parcelLab integrations, customers can file a shipping claim, a warranty claim or a return from your claim portal.

A/B testing upgrades

Better insight into conversion, attach rate and profitability for each variant, and you can now test widget styles as well as price and default-on settings.

With our new customer reviews feature, we bring the voice of the customer into the Order Protection app so you can see what customers are saying about the claim filing experience. You can view all the details around a specific claim including fraud, an active return, fulfillment events, approval status and the message thread between OP and your customer directly from the review!

Improvements

• Allow customer to upload videos to their claim (up to 30 seconds).

• Track when customers redeem their store credit codes they received for claim resolutions and whether the order with that store credit led to an upsell beyond their original order where they filed a claim.

• Select which Order Protection tags you sync back to Shopify (customer, order, claim state, claim resolution, or ALL).

• Customers can now file multiple claims per order for all unique order item quantity and fulfillment combinations.

• Advanced filtering is now available for claims, orders, and store credit tables within the app. Filter by order number, claim type, order/credit amount, and more.

• Launched our Smartrr subscriptions integration (doc).

• Launched our Ship Station fulfillments integration (doc).

Fixes

• Ensure that the market price for Order Protection is reflective of the customer's geo location and calculates the exchange rate for all currencies.

  
  

Improvements

• Enhancements to customized brand settings. See Brand Guidelines for more information.

• Improvements to API endpoints and webhooks to improve our feature set for WooCommerce and Magento stores. See API docs for more details.

• Adding in more metadata for store credit to understand when a customer has redeemed a gift card and the order total for which they redeemed that gift card as part of a store credit claim resolution.

• Movie uploads are now available in Concierge. Allows customers to more holistically describe their problem with the product(s) or shipment.

• Allow for more granular tagging to and from Shopify. Choose which Order Protection tags (claim state, policy, custom tags, and claim resolution types) sync back to orders within your store.

• Display shipping address timeline history when a customer or an internal OP app user changes a address.

Fixes

• Fix multi claim filing at the order level. Customers can now file more than one claim per order as long as an existing claim has not been filed for the same order item / shipment combination.

Improvements

• Launched Brand Documents (Standard Operating Procedures - SOPs). Allows brands to:

  • create new workflow documents for how to handle claims

  • full editor including video embeds, file uploads, and more.

  • References to SOPs on every claim detail view.

• Wrong Address is a new accepted claim type in Concierge

• In Stock/Out of Stock badges and inventory count is present on all claim detail views as well as resolution modals.

Fixes

• Fixed macro variables to auto-calculate all amounts for reships, refunds, and store credit.

Improvements:

• Display current inventory for items within the Claim/Order views, as well as In Stock/Out of Stock statuses across all resolution tiles.

• Add API permissions through our Store Credit settings instantly, rather than contacting Shopify Support to enable permissions.

• All tracking IDs associated with an order are now visible within a Claim.

Fixes:

• Fix tagging to post and receive from Shopify for all tags.

• Claim submissions will be automatically retried if a signature upload fails.

Improvements

• Approved and Denied Claims now move back to To Do if there is a new customer message that requires a response via AI.

• Bi-directional tagging with Shopify is now released!

• When an internal note is added, Claims will move back to To Do.

• A new Denial reason has been added for Potential Fraud.

• Search products by both SKU and display name!

• Claim acknowledgment documents are now linked in the Claims!

• All store members can now remove protection from orders.

• Reships are no longer eligible on orders that already have a Reshipment submitted as a resolution.

With our new A/B testing feature, you can now optimize every aspect of your shipping protection strategy. You’ll be able to test different price points by cart value to maximize profit, conversion rates, and the number of protected orders. For example, you can assign different percentages or flat values to groups of customers based on their cart value and compare the results to identify which setup drives the highest profit or conversion rate.

Additionally, you can test toggling shipping protection on or off by default to analyze the effects on conversion rate, attachment rate, and overall profit. We also offer the ability to test different tactics, such as presenting a pop-up when customers opt-out. Start optimizing today by reaching out to your Customer Success Manager, who can help you set up and launch A/B testing on your store.

We are excited to announce a new feature that allows you to offer store credit as a way to resolution option for your customers. We are proud to be the only shipping insurance provider that offers this feature, with more innovative releases coming soon.

With store credit resolutions you can double dip on profit by receiving a full reimbursement on approved claims, and then retain the profit when your customers redeem their credit. To enhance customer satisfaction and encourage the use of store credit, you can offer a bonus percentage or a flat dollar value on the total claim value instead of a reshipment or refund. Choose between providing customers with a discount code or a gift card, whichever fits your business model better. For any questions or to get started with store credit, please contact your Customer Success Manager.
This feature is currently available exclusively for Shopify users. Store credit is currently available for stores using the latest version of our platform. If your store is not yet on the latest version, we will assist you in getting updated.