1. What does Green Shipping Protection cover?
Green Shipping Protection is a service provided by Seel (a 17TRACK partner). It covers delayed, damaged, and lost items that meet the following criteria.
Delay: Domestic packages not delivered before the 10th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 30th day following order fulfillment are considered delayed. The compensation for delayed packages is $5 USD. (If the order is not transacted in USD, compensation will be made in the currency of the transaction. For example, if an order in euros is delayed, the compensation is €5.)
Damage: Green Shipping Protection covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items will be up to the value paid for the purchased item(s).
Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
Green Shipping Protection also includes carbon-neutral shipment within the recipient’s country.
Note: Total compensation for one cover is up to the value actually paid for the item(s).
2. What products are excluded from Green Shipping Protection?
Green Shipping Protection does not cover the following categories of items：
Automobiles and motorcycles
Jewelry (valued in excess of $1,500)
Boats and yachts
Live animals
Cash
Lumber
Ceramic, marble or granite tiles, slab blocks, countertops, or statues
Negotiable papers
Cigarettes and other tobacco products
Perishable commodities
Raw cotton
Pharmaceutical drugs
Fine arts (valued in excess of $10,000 per piece)
Precious stones and metals
Flowers
Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
Glass windows, plate glass, and similar goods
Securities
3. How does Green Shipping Protection benefit my store?
Enabling the Green Shipping Protection widget on the cart page gives your customers the option to add Green Shipping Protection that covers product loss, damage, and delay. Green Shipping Protection gives shoppers peace of mind, eliminates shipping-related complaints, and turns late deliveries into repeat customers.
4. How does Green Shipping Protection work in my store and for my shoppers?
After enabling the Green Shipping Protection widget, it will be inserted onto your cart page. (see image)
When checking out, shoppers can add Green Shipping Protection for a modest fee to protect their order against damage, loss, or delay. With Buyer Protection, if a shopper’s order is damaged, delayed during delivery, or lost in transit, Seel will compensate the shopper with a partial or full refund in the form of a prepaid Visa card via email once the package status is verified.
5. Why do I need to connect a bank account? Isn't Green Shipping Protection free for merchants?
Green Shipping Protection is free for merchants! Because Shopify has a closed-cart system, the total revenue from each sale is sent to the merchant and unable to be split among different parties. In order for Seel to receive the amount that our mutual customers pay for Buyer Protection, Seel uses the bank account that you connected to collect the Buyer Protection fees that your shoppers pay during their order.
If you do not have a US bank account, we also support manual payment via PayPal. An invoice of Buyer Protection fees will be sent to you on a weekly basis. Please check the invoice and make the payment in a timely manner.
6. How does Green Shipping Protection resolve shoppers’ shipping issues?
The customer experience of Green Shipping Protection is as follows:
Shopper orders from the merchant with Green Shipping Protection opted in.
Shopper receives an email with their Green Shipping Protection coverage details, as well as instructions on how to report an issue.
If their package is damaged or lost during transit or is delayed, they can report the issue via the Seel Claim Portal.
Seel will assess the issue using policy rules/guidelines to determine if the reported order issue qualifies for a payout.
If the reported issue does qualify, a refund will be automatically sent to the shopper in a prepaid credit card via email. If the reported issue doesn’t qualify, an email will be sent to the shopper to notify them of the denial and the reason.
Throughout the user journey, shoppers can always check out their cover details and status via 17Track’s branded tracking page (see below screenshot).
To qualify for the payout, shoppers need to follow the issue reporting requirements:
Issues of loss, where the package is not delivered, must not be reported sooner than 30 days after the order fulfillment date for domestic shipments and 60 days for international shipments.
Issues of damage, where the package is delivered, must be reported within 15 days after the delivery date.
Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
All issues must be reported within 90 days of the order date.
7. How much does Green Shipping Protection cost?
Green Shipping Protection is free for merchants and is available for customers to purchase on the cart page. The cost of Green Shipping Protection depends on the currency that the store uses, and is denominated in the store currency. Here’s an example: for orders where all items have a combined retail value under $100 USD, Green Shipping Protection is charged at a fixed rate of $0.98 USD. For orders where all items have a combined retail value over $100 USD, Green Shipping Protection is calculated from 1.5%-5% of the cart total based on proprietary risk factors (for example, if an order was $150 USD with a 1.5% rate, then Green Shipping Protection would cost $2.25 USD).
8. Why is Green Shipping Protection appearing as a product in my Shopify store?
Shopify has a closed-cart system, which is why Buyer Protection is listed as a product in the store. This allows Green Shipping Protection to increase the total-cart value. To hide Green Shipping Protectionas a listed product in Shopify, remove it from all collections on your store so Green Shipping Protection's product page is not easily accessible.
Please do not attempt to make other changes to the listed Green Shipping Protection product. Manually changing the widget configuration, or altering Green Shipping Protection in your store (e.g., deleting variants, modifying product price, etc.) may cause issues when your customers attempt to use Green Shipping Protection, potentially making their Green Shipping Protection invalid.
9. Why is the Green Shipping Protection widget missing from my store?
If Your Shopify Theme Has Changed
If your Shopify theme was recently changed, it is likely that the code for the Green Shipping Protection asset is not implemented in your new theme. Please reach us at 17merchant@seel.com with your store name and the name of your current theme that needs Seel implementation. We will respond to your request within 2 business days.
If Your Shopify Theme Hasn't Changed
Please send an email to 17merchant@seel.com. Our developers will look into your store, diagnose the situation, and get back to you within 2 business days.
Updated on: 28/03/2024
