Questions, answered plainly.
For merchants deciding whether BuySure fits, and for shoppers with an order that went wrong. If yours is not here, ask us.
What is BuySure? BuySure is a Shopify app for AI-powered package protection, claims, order tracking, returns and rewards. The answers below cover how claims are decided, what the AI does, claim windows, evidence, resolutions, cashback, returns and pricing.
What BuySure is, and is not.
What is BuySure?
A Shopify app for AI-powered package protection and claims. It puts a protection offer in your cart, gives shoppers a branded claim page, reads and scores every claim with AI, and gives your team one place to review, resolve and report. Resolutions are carried out in Shopify, and it also covers order tracking, returns and rewards.
Does BuySure replace Shopify?
No. Shopify stays the system of record for orders, refunds, replacement orders and store credit. BuySure connects to it and adds the protection offer, the claims workflow, shopper communication, rewards and reporting around it.
Is BuySure insurance?
No. BuySure is a commerce technology platform for order protection, claims operations and customer retention. It is not an insurance product and BuySure is not an insurance carrier or broker. How you describe your own protection offer to shoppers should be reviewed against your terms and the law where you sell.
Who decides a claim?
The store does. Your team reviews and resolves claims, or automation approves qualifying claims within a limit you set. BuySure never decides a claim on a store's behalf.
Setting it up and running it.
How is protection added to an order?
BuySure Checkout appears in your cart as a theme block. If the shopper adds it, BuySure adds the protection product to the order at the price calculated from that cart. If they continue without it, nothing changes.
How is the protection price calculated?
As a percentage of the cart that you set in your store settings. Your plan sets the minimum percentage. The price updates as the cart changes and never includes itself in the calculation.
Can I change the claim window?
Yes, between 15 and 90 days after the order, with 30 as the default. Claims open seven days after the order to give the parcel time to arrive. Changing the window changes the promise you make, so update your help content and your offer copy in the same sitting.
Does BuySure use AI to decide claims?
Yes, inside rules you set. BuySure AI reads the evidence photos, matches the order and tracking, checks the proof-of-delivery photo and scan, looks at the customer's history and assigns a risk score. Low-risk claims under your auto-approve limit are approved and resolved on their own. Anything above the limit or flagged goes to BuySure review or to your team. Rejections are never automatic.
What is the risk score?
A number from 0 to 100 on every customer and every claim, built from claim history, order history, address and delivery evidence, timing and duplicates. It decides which review path a claim takes and is shown to your team with the reasons behind it.
Can claims be automated?
Yes. Turn on auto-approve and set a value limit. Claims at or under the limit that pass the AI checks are approved without review. Everything else waits for a person. Every claim shows whether it was auto approved or manually reviewed.
How are stolen parcels handled?
A theft claim opens after a short waiting period following the delivery scan, since most parcels marked delivered turn up within a day. The proof-of-delivery photo, the scan time and location and the address history are pulled onto the claim, the risk score decides the path, and the outcome is a replacement or refund in Shopify with the reasoning saved.
Does BuySure handle returns?
Yes. The customer starts a return from the tracking page, BuySure applies your return rules, emails a prepaid label, tracks the return parcel back to you and releases the refund or exchange when it arrives.
How do I resolve a claim?
Refund, replacement or store credit. A refund is created against the original Shopify payment, a replacement is a new Shopify order once stock is confirmed, and store credit is issued in Shopify with any bonus you have configured.
Does BuySure support cashback?
Yes. You set your store's contribution and your plan adds its own share. Shoppers see one combined amount in the offer and receive it as a Shopify discount code once the order has settled.
What is the store credit bonus?
A percentage added on top of store credit when a shopper chooses it as their resolution, from nothing up to double. It makes credit the better choice without anyone having to ask.
Can BuySure match my brand?
Yes. Depending on your plan, you can set your logo, brand color, protection image, offer copy and the shopper email content. Send yourself a test email before publishing a change.
What does setup involve?
Connect your store, pick a plan, add a payment method, then set your protection title, image, percentage, claim window and offer copy. Decide on automation and rewards, add the theme block, place a test order and walk a claim through end to end. The dashboard tells you what is still missing until you are live.
Can I run more than one store?
Yes. Stores sit under one account, each with its own settings and plan. Team members are assigned to the stores they cover, with roles that control what they can see and do.
Filing and tracking a claim.
What can I claim for?
A parcel stuck in transit, items damaged in transit, items stolen after delivery, missing items, the wrong item, a quality issue, or an order returned to sender. Whether a claim can go ahead depends on the store's claim window, the order and any earlier claims on it.
Where do I file a claim?
With the store you bought from. Each store has its own claim page, and the link is usually in your order confirmation, the store's help page or a support reply. BuySure cannot open a claim on your behalf.
When can I file?
From seven days after the order until the end of the store's claim window, which is between 15 and 90 days after the order. The claim page tells you if you are outside it.
What evidence do I need?
At least one attachment is required. A phone photo is usually enough: the item and the box for damage, the contents next to the packing slip for missing items, where it was left for theft. jpg, png, pdf, heic and heif are accepted.
Can I track my claim?
Yes. You get a claim reference and a tracking page for the store, and if you have a customer account with the store the claim also appears on the order. A reference alone cannot open someone else's claim.
Can I message the store about it?
While the claim is open, yes, from the claim itself. Once it is resolved the conversation closes to new messages, though the record stays visible.
What if I did not add protection?
Then there is no BuySure claim to make on that order. Contact the store directly. Their own returns and support policy still applies.
Still have a question?
Merchants, tell us about your store. Shoppers, the store you bought from is the fastest route for anything about an order.