An optional product added to an online order at checkout that funds a refund, replacement or store credit if the parcel is lost, damaged, stolen, incomplete or wrong. Sold by the merchant, chosen by the shopper. Not insurance.

Another name for package protection. Some providers use it to mean only transit loss, theft and damage; BuySure covers seven claim types.

The line in the cart or checkout where the shopper adds protection. In BuySure it is called BuySure Checkout and is priced as a percentage of the cart.

The share of orders on which shoppers add protection. Drives both protection revenue and the size of the claims pool.

A shopper's report that something went wrong with a protected order, with the affected items, the reason, the preferred outcome and evidence.

The period after an order during which a claim can be filed. In BuySure, claims open a set number of days after the order and close 15 to 90 days after it, per store.

BuySure's seven: stuck in transit, damaged in transit, items were stolen, missing items, wrong item fulfilled, quality issue, returned to sender.

Photos or documents attached to a claim. BuySure requires at least one (jpg, png, pdf, heic, heif).

Proof of delivery (POD)

What the carrier recorded when it delivered: a photo, a signature, a scan location or a release note. BuySure attaches it to the claim.

The carrier event that marks a parcel as delivered. Starts the waiting period before a stolen claim can be filed.

The minimum time after a delivered scan (or after the last movement scan) before a stolen or stuck claim can be filed. Set per store.

A parcel whose carrier scans have stopped moving past the expected delivery date. A claim type in BuySure.

Glossary

The words behind package protection, defined plainly.

Every term BuySure uses on this site and in the app, in one or two sentences each. Link to any definition with its anchor.

How BuySure works FAQ

Built for Shopify

What do package protection terms mean? Package protection is an optional product a shopper adds at checkout that funds a refund, replacement or store credit if the order goes wrong. Around it sit a claim window, evidence, proof of delivery, a waiting period, a risk score and an auto-approve limit. This glossary defines each in a sentence or two, the way BuySure uses them.

Attach rate: The share of orders on which shoppers add protection. Drives both protection revenue and the size of the claims pool.
Auto-approve limit: The monetary ceiling under which BuySure AI may approve a low-risk claim on its own. Above it, a person decides.
Branded tracking page: An order tracking page on the merchant's own store with live carrier events and proof of delivery, in place of the carrier's page.
Cashback: A reward on protected orders funded by a merchant share plus a plan share, issued as a Shopify discount code.
Claim: A shopper's report that something went wrong with a protected order, with the affected items, the reason, the preferred outcome and evidence.
Claim types: BuySure's seven: stuck in transit, damaged in transit, items were stolen, missing items, wrong item fulfilled, quality issue, returned to sender.
Claim window: The period after an order during which a claim can be filed. In BuySure, claims open a set number of days after the order and close 15 to 90 days after it, per store.
Delivered scan: The carrier event that marks a parcel as delivered. Starts the waiting period before a stolen claim can be filed.
Evidence: Photos or documents attached to a claim. BuySure requires at least one (jpg, png, pdf, heic, heif).
Manual review: A claim held for a person. In BuySure, rejections always come from a person, never from the AI alone.
Package protection: An optional product added to an online order at checkout that funds a refund, replacement or store credit if the parcel is lost, damaged, stolen, incomplete or wrong. Sold by the merchant, chosen by the shopper. Not insurance.
Prepaid return label: A carrier label emailed to the shopper for a return, paid by the merchant, with the return tracked back to the warehouse.
Proof of delivery (POD): What the carrier recorded when it delivered: a photo, a signature, a scan location or a release note. BuySure attaches it to the claim.
Protection offer: The line in the cart or checkout where the shopper adds protection. In BuySure it is called BuySure Checkout and is priced as a percentage of the cart.
Resolution: How a claim ends: a Shopify refund, a Shopify replacement order, or store credit.
Return to sender: A parcel the carrier sent back to the merchant instead of delivering. A claim type in BuySure.
Review paths: Where a claim goes after scoring: automated, BuySure review (BuySure's reviewers), or merchant review (the store's own team).
Risk score: A number from 0 to 100 that BuySure AI assigns to a customer and to a claim from evidence, delivery data, order and claim history and address signals. Low scores can auto-approve; high scores go to a person.
Self-insured protection: A model where the merchant keeps every protection fee and funds and works every claim itself. BuySure keeps the shopper-funded model and adds AI review.
Shipping protection: Another name for package protection. Some providers use it to mean only transit loss, theft and damage; BuySure covers seven claim types.
Store credit bonus: An extra percentage added when a shopper accepts store credit instead of a refund, set by the merchant from 0 to 100 percent.
Stuck in transit: A parcel whose carrier scans have stopped moving past the expected delivery date. A claim type in BuySure.
System of record: The place where the true version of an order, refund or replacement lives. For BuySure merchants that is Shopify; BuySure writes to it and does not replace it.
Tracking portal: A custom-built tracking experience on the merchant's domain, offered by BuySure as an add-on service for Shopify stores.
Waiting period: The minimum time after a delivered scan (or after the last movement scan) before a stolen or stuck claim can be filed. Set per store.
WISMO: "Where is my order": the support ticket a branded tracking page exists to prevent.

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