This article explains the process of submitting a claim with Swap Protect. Claims for packages marked "delivered” must be filed after 3 days and before 30 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 5 days and within 30 days from the last checkpoint. All claims must be filed within 365 days of the order date.
Claim Portal URL
The Claim Portal URL will be sent to your customers by email. In addition, your claim portal URL can be linked from any point in your customer experience. A few suggestions are:
- Footer
- Custom insurance page
- Customer account
The Swap Protect claim URL is structured with your store name. If you use Swap Returns, the URL will be similar except /c/ for claims instead of /r/ for returns.
returnsportal.co/c/{your_store_name}
Filing Claims
Typically, customers can file claims independently. However, complex orders may require you, as the merchant, to file the claim on the customer's behalf. There are two methods to initiate and submit a claim:
- Customer initiated
- Merchant initiated
Merchant initiated
Merchants can initiate a new claim on behalf of their customers by using the “New claim” button on the Protected Orders tab. This will trigger the claims portal so you can submit a claim on the customer's behalf.
What you’ll need:
- Customer order number
- Customer email address
- Information about the claim (reason, photo evidence if required, etc.)
Customer initiated
Customers can submit claims directly through the claim portal. They can access the portal via the unique URL or the customer's Swap Protect email.
What they’ll need:
- Order number
- Email address
- Information about the claim (reason, photo evidence if required, etc.)
Claim Portal Process
The customer claim journey begins on the claims portal entry page. The customer will be asked to provide their order number and email address.
💡 The customer will not be allowed entry to the portal in the following instances:
- The email provided does not match the order email
- A claim has already been submitted
- The order is not fulfilled
- The order is not covered by Swap Protect
Submitting a Claim
To submit a claim, head over to the claims portal.
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Fill in the order number you wish to file a claim for and the email address associated with the order.
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Select the item(s) you wish to claim for by clicking on them.
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Select the reason for the claim.
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Add any details about the claim. Be as detailed as possible to speed up the claims process.
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Select your preferred claim resolution.
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Review the summary. If everything is correct, tick the box at the bottom of the summary and click ‘Submit Claim.’
Your claim has now been submitted and is pending review. The customer will be emailed about the outcome.