Policy Builder
Your coverage rules, written once and applied to every claim.
Policy Builder holds your coverage terms: what each claim type covers, what we reimburse, the proof a customer owes, how long they have to file, and which part of a product they can claim. Every resolved claim shows its work in a Policy Trace.
How it runs
One policy, from checkout to payout.
Follow one order through a claim. Each step reads a different part of your policy.
01
Checkout
Your pricing tiers and widget settings decide what the shopper sees and pays.
Set in Shipping Pricing · Widget
02
Claim filed
The customer picks the claim type, and the exact part if you’ve mapped it.
Set in Product Taxonomy
03
Coverage check
Is this claim type included, and is the required evidence there?
Set in Coverage Matrix
04
Window check
Was it filed inside the standard, trusted or high-risk window?
Set in Policy Windows
05
Resolution
Reship, refund or store credit, from the options you turn on.
Set in Claim settings
06
Reimbursement
Reimbursable claims are credited at the matrix rate, up to the ceiling, through your payout profile.
Set in Coverage Matrix · Payouts
Turn a claim type off and it’s rejected at intake. Every resolved claim records these steps in its Policy Trace.
01
One matrix for every claim type.
Each row is a claim type, grouped under Shipping, Mfr. Warranty or Ext. Warranty. Warranty rows cover Damaged and Defective Item. You set the values with your Order Protection team, and you can export the whole matrix as a CSV.
Included
Is the claim type covered at all? Turn it off and that claim type is rejected at intake.
Credit store
Whether we reimburse your brand for this claim type. Off means the customer still gets a resolution and your brand covers the cost.
Reimb %
The share of an approved claim’s value we reimburse you. Add value tiers so larger claims reimburse at a different rate.
Ceiling
The most we reimburse on a single claim. Ceilings are set per account and can differ by category.
Evidence
Photo, video, tracking or a police report. Require it on every claim, or only above a dollar amount you set.
Read the Policies guide
02
Claim the part, not the whole product.
Product Taxonomy maps how your products relate. Components are the parts of one product, like a lid, a clasp or a strap. Bundle items are products sold together as a set or kit. Map them once, and customers file against exactly what went wrong.
Step 1
Map it once.
Download the CSV template, point each part at its parent product (by hand or with an AI assistant), and upload it. The Products page shows each parent and its parts.
Step 2
The customer picks the part.
Damaged and Defective claims ask “Which part is affected?”, starting from Whole item. Bundle items can also be claimed as Missing.
Step 3
Your team sees the part.
The part carries through to the claim, so your team can reship just the straw instead of the whole tumbler, and see which parts fail most often.
Read the Product Taxonomy guide
03
Filing windows that fit the customer.
Set the longest a customer can wait to file, how long to wait after delivery, and how long a stalled package waits before an in-transit claim opens. Trusted customers with enough prior orders get extra days. Orders our risk screening flags as high-risk get a shorter window. The Effective Window shows the three that apply: Standard, Trusted and High-risk.
04
A Policy Trace on every resolved claim.
Open any resolved claim to see why it resolved the way it did: the coverage check against your matrix, the filing window that applied, and the resolution. Beside it sit the effective values (billing mode, payout profile, who funded the coverage, the reimbursement %, whether we reimbursed you) and the math from declared amount to reimbursed amount.
05
Warranties live in the same policy.
Manufacturer and extended warranties each get their own rows in the matrix, for Damaged and Defective Item claims. They’re funded differently, so they pay you differently.
See warranties
Manufacturer warranty
Brand-funded
You set how long products are covered, with per-product overrides by CSV. We bill you per claim, on the pricing model you choose.
Extended warranty
Customer-funded
Shoppers buy longer coverage at checkout. There are no claim reimbursements on it, so a larger share of each premium comes back to you.
Refund
$60
Store credit with bonus
$65
06
Store credit that keeps the sale.
Offer store credit as a resolution: a gift card, a discount code or credit in the customer’s Shopify account. Add a fixed or percentage bonus so it beats a refund. A $60 refund becomes $65 to spend with you.