The three sub-tabs in the Protect Dashboard will help you manage different aspects of Swap Protect. These include Protected Orders, Claims, and Finance.
Protected Orders
The protected orders page will house your store's orders covered by Swap Protect Package Protection.
Table Actions
The protected orders table contains useful actions such as searching, filtering, exporting, and creating a new claim.
Search
Search for a protected order by order number
Filter
Filter by the protected order’s carrier
Export
Exports the table as a CSV
New Claim
This will trigger the claims portal to submit a new claim on behalf of a customer.
Protected Order Detail Page
The order detail page will contain important information about the protected order and show the items within the order that are covered with Swap Protect Package Protection.
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Order date
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Customer name
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Order ID
Shopify order name
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Shopify order ID
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Order subtotal
Subtotal value from the customer order, including the package protection cost
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Amount covered
Total protected order value, excluding the package protection cost
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Shipping carrier
Page actions
Request Reimbursement
Use this option when the outcome has been provided outside Swap Protect and you would like to be reimbursed for the claim. Marking it as “request reimbursement” creates a new claim and submits it for reimbursement. If approved, Swap will reimburse you for the protected value based on the Swap Protect policy.
Request Reimbursement Form
To request a reimbursement, you’ll need to provide us with information to submit the request.
- Select items
- Select which items you’d like to be reimbursed for
- Refund method
- The customer outcome you’ve provided
- Reason
- The reason for the customer claim (Lost, Stolen, Damaged, Other)
- Reimbursement value
- The total value for which you are requesting reimbursement. The approved value will be determined based on the Swap Protect policy.
- Add photo
- Photos to support the claim (ex, damaged parcel)
New Claim
This will trigger the claims portal to submit a new claim on behalf of a customer.
Claims
The claim detail page will contain important information about the protected order and claim submitted. You can view the claim and its details from here and take action on a particular claim.
Table Actions
The claims table contains useful actions such as searching, filtering, exporting, and creating a new claim.
Search
Search for a claim by order number
Filter
Filter by the status of the claims (Approved, In-progress, Denied, Escalated, Canceled)
Export
Exports the table as a CSV
New Claim
This will trigger the claims portal to submit a new claim on behalf of a customer.
Claim Detail Page
The claim detail page lives within the Protected Order page. This additional page section will have important information about the claim submitted. You’ll be able to see the claim and claim details from here and even take action on the claim.
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Ticket ID
The claim ID generated by Swap Protect
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Date Reported
The date the claim was created
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Date resolved
The date the claim was resolved by the merchant (if applicable)
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Request
The customer requested outcome (Replacement, Credit, Refund)
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Issue status
The status of the issue/claim for the customer (Approved, Denied, In-progress). This status is customer-facing and related to approving the claim they’ve submitted.
You can refer to the status definitions here: Claim Status Glossary
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Reimbursement status
The status of the reimbursement decision for the merchant. This status is merchant-facing, and this result dictates whether reimbursement will be paid out from Swap to the merchant. (Approved, Denied, In-review)
You can refer to the status definitions here: Claim Status Glossary
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Reimbursement amount
The amount to be reimbursed based on Swap Protect terms and conditions
Claim Actions
Escalate
When a claim is escalated, it marks the claim as "escalated", which means it will get prioritised in the claims queue to get looked at and get a resolution faster (approved/denied).
Mark as resolved
Use this when you’d like to proactively approve the customer's claim and provide them with their requested outcome (replacement, credit, refund). Marking as resolved marks the claim as “Approved,” then submits it for reimbursement. Swap will reimburse you for the protected value based on the Swap Protect policy if approved.
Action flow:
- The claim is marked as “Approved” on the dashboard
- The customer is notified that their claim has been Approved
- The claim is sent for reimbursement with a 24-hour resolution
- The reimbursement result will be updated in the “Reimbursement status” field. Marking the claim as resolved does not guarantee reimbursement from Swap Protect.
- If a claim is approved for reimbursement, the funds will be distributed in the next reimbursement cycle.
Mark as Resolved Form
You must provide us with information to submit and mark it resolved to request a reimbursement.
- Select items
- Select which items you’d like to include in resolving the claim
- Reason
- The reason for marking as resolved (refunded, credit issued, replacement issued)
- Refund amount
- You are requesting a reimbursement for the total value you provide to the customer. The value approved will be determined based on the Swap Protect policy.
Cancel
“Cancel” marks the claim as “Canceled,” and no further action is taken. The customer will be notified by email when the claim is cancelled. If needed, customers can resubmit a claim.
Use this for when:
- Lost packages turn up
- The customer wants to resubmit a claim with a different outcome
- The customer decided they didn’t want to continue with a claim
Finance
This is where you’ll find all the data related to payments for Swap Protect. The finance page contains two tabs:
- Payments
- Reimbursements
Payments
Invoices for payments collected from you will be found in this table. These payments are for the premiums collected from you for customers using Swap Protect. Only orders with Swap Protect will be billed to your account. You can download the invoice and view the invoice status, date, total charge, and more information.
Example: A customer’s order is covered with Swap Protect, which has a protection cost of $2. Swap will then bill and collect $2 from you.
Reimbursements
This table contains invoices for your reimbursements. Swap pays you reimbursement for approved claims. Reimbursements will only be issued for claims approved following Swap Protect terms and conditions.
Example: Swap Protect approves a claim with a reimbursement value of $50. Swap will then pay you $50 for the claim.