Worry-Free Purchase | Set up and Configuration

The Worry-Free Purchase app, provided by Seel  , protects customers from shipping issues like lost, delayed, or damaged orders. Setting up this service in your Shoplazza store improves customer satisfaction and minimizes disputes. Follow this step-by-step guide to configure and optimize the app for your store.

Installing the Worry-Free Purchase app

1. Access the App Store: From your Shoplazza Admin > Apps, click Visit App Store.

2. Search for the app: Enter Worry-Free Purchase   in the search box, then click Add App.

3. Install the app: Click the Install app to complete the app installation.

Activating the Worry-Free Purchase service

After installing the app, you’ll need to activate the service to make it available for customers during checkout.

1. Enable the service: Navigate to the app’s configuration page and click Activate. This will add the Worry-Free Purchase option to your store’s checkout page, allowing customers to opt-in for shipping protection. Preview the right-side window to see how the Worry-Free Purchase option will appear to customers.

Configuring default purchase settings

Configuring the default settings allows you to control how the service is offered at checkout—either pre-selected for customers or as an opt-in option.

1. Choose your purchase settings: Decide whether the Worry-Free Purchase service should be pre-selected at checkout:

• Default Activate: The service will be pre-selected. Customers need to opt out if they do not want it. This setting allows you to earn 15% of the premium collected.
• Deactivate: The service is available but not pre-selected. Customers need to opt-in, and you will earn 5% of the premium.

Setting up a claims channel

Creating a claims channel allows customers to submit claims directly through your store, ensuring a seamless experience in case of lost or damaged orders.

1. Access the claims configuration: Click Configure It Now in the Claims Portal section, or go to Online Store > Themes in your Shoplazza admin. Click Customize next to your selected theme.

2. Navigate to the Order Details page: Select Order Detail from the dropdown menu.

3. Add the Worry-Free purchase section: Click Add section in the theme editor to insert the claims portal.

4. Locate the Worry-Free Purchase app: Scroll to the APPS section and select Worry-Free Purchase. This will add the claims portal to your order details page, allowing customers to submit claims directly through your store.

5. Preview the section: Check the preview to ensure the section is set up correctly and appears as expected on your store’s order details page.

6. Confirm and activate:: Once confirmed, the claims feature will be active, enabling customers to submit claims directly through your website.

Managing customer information

Keeping customer contact information up-to-date is important for providing effective customer service, especially when managing claims.

1. Update customer service email: The customer service email displayed in the Claims Portal allows your customers to reach you directly for support. To ensure this information is accurate and up-to-date, please log in to your Shoplazza admin, go to Settings > Store Information, and update your customer service email. This will help provide a seamless experience for your customers when they need assistance.

Understanding the Policy page

The Policy page provides key information about the coverage and status of the Worry-Free Purchase service for each order.

1. Review policy information: Once a customer purchases the Worry-Free Purchase service and successfully places an order, their policy details, such as coverage and status, will be displayed on the Policy page.

2. Search and filter policies: Use the order ID or policy ID to find specific policies. Policies can also be filtered by currency (USD, EUR, GBP, AUD, CAD, NZD) and by status:

• Pending: The policy is pending until the order is processed and shipped.
• Active: This status appears when the package's logistics can be tracked.
  • Your responsibilities are considered complete once customers confirm they have received the goods.
  • If a customer files a claim, the policy status will remain Active until the claim is settled or completed.
• Cancelled: If a full refund is issued before shipping, the policy is cancelled, and the premium is refunded to the customer’s original payment method.
• Expired: Policies expire 90 days after activation. Customers cannot file claims or request refunds after this period.

Managing Claims

Efficient claim management helps you resolve customer issues quickly. You can search for and filter claims to keep track of their status and type.

1. Search for claims: Use the order ID, policy ID, or claim ID to find specific claims. This allows you to quickly locate and review claims that have been filed.

2. Filter claims: Use the available filters to sort claims by type (loss, damage, delay) and status (pending, approved, rejected). This helps you prioritize and resolve claims efficiently.

Invoice page overview

The invoice page allows you to track premiums collected and revenue sharing. Understanding this page helps you maintain accurate financial records.

1. Check premium collection and revenue sharing: Premiums collected with order payments are held by the merchant, and settlements occur once the order is shipped.

• Pre-Selected at checkout: You receive 15% of the premium if the service is pre-selected.
• Manually added by customer: You receive 5% of the premium if customers add the service themselves.

2. Understand settlement conditions:

• Before shipment: Premiums are not included in settlements or deducted from your account until the product is shipped.
• After shipment: Once the order is shipped, the premium amount is included in the settlement calculation.
  • Threshold-Based settlement: When your combined premium share reaches or exceeds $50, Seel will initiate a deduction. The amount deducted will be the current premium total minus your share, which will be charged to the payment card linked to your Shoplazza account.
  • Monthly settlement: If your combined premium share does not reach $50 within a calendar month (from the 1st to the last day of the month), a deduction will occur at the end of that month. Seel will deduct its portion from your payment card for the premiums collected during that period minus your share.

3. Review billing records: Check the billing timeline to view the history of all deductions and settlements.

4. Download invoices: Download PDF invoices for each billing cycle directly from your account. This helps maintain accurate financial records.

5. Receive notifications: When a deduction is successful or fails, you’ll receive a notification via email or in-app message. Emails will be sent first to the customer service email, and then to the store owner email if no customer service email is available. This ensures you stay informed about your account status.

Displaying the Worry-Free Purchase option at checkout

Ensure customers can easily see and choose the Worry-Free Purchase option at checkout.

1. Ensure eligibility for display: If the order is eligible for shipping protection, the Worry-Free Purchase option will be displayed at checkout.

2. Check unsupported scenarios: The option will not be available for addresses outside the US or Canada, or if using unsupported payment methods like COD. This prevents confusion for customers.

Real-Time payouts

1. Allocate revenue automatically: For orders processed through Shoplazza Payments, premiums are directly credited to your account, reducing the need for manual settlements.

2. Minimized exchange rate loss: Revenue is shared in the original transaction currency, avoiding potential exchange rate losses and ensuring you receive accurate payments.

Billing and invoice files

After setting up real-time payouts, you can also manage billing and invoice files to stay updated on the status of your premium settlements.

1. Review billing process: Invoices are created based on these three conditions:

• Threshold: When collected premiums exceed $50.
• Time: At the end of each month if the threshold isn’t met.
• Exception: Immediately if the store’s status changes to expired or frozen.

2. Check invoice details:

• View Real-Time and Consolidated payouts: Open the invoice to see both real-time payouts and consolidated settlements. This will help you track when and how your earnings are credited.

• Download Invoices: Use the following methods to download the invoices for both settlement and payment/refund records:
  • Method 1: On the invoice page, you can bulk-select the invoices you want and click Download invoice summary to download them all at once.

• • Method 2: Click the “...” next to the specific invoice and choose Download invoice.

• Review settlement methods: Once downloaded, check the Settlement Method column to see if orders are processed through Shoplazza Payments and settled in real time, minimizing delays.

• Verify payment and refund records: Review the separate entries for payments and refunds in the invoice to maintain clear financial tracking. This helps you keep track of all transactions accurately.

• Verify multi-currency transactions: Confirm that multi-currency real-time settlements are credited directly to your account, without needing conversion to USD. This avoids any exchange rate discrepancies.

• Understand deduction requirements: Confirm that only Consolidated Payouts require post-settlement deductions, while Real-Time Payouts do not need additional deductions.

By following these steps, you can effectively set up and manage the Worry-Free Purchase app in your Shoplazza store. Providing reliable shipping protection enhances the customer experience and builds trust. Regularly check your app settings, policy status, and billing information to keep your store running smoothly.