# Perfect Order Program (retail chargeback protection)

> ShipMonk's financial guarantee for B2B: if ShipMonk causes a retailer chargeback (e.g. Amazon, Walmart), ShipMonk pays it.

Source: https://www.shipmonk.com/fulfillment-solutions/b2b-fulfillment/retail-chargeback-protection
Last updated: 2026-11-04
Company: ShipMonk (3PL and ecommerce fulfillment) — site index: https://www.shipmonk.com/llms.txt

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Retail Chargeback Protection

# Perfect Order Program for B2B
One chargeback from a [major retailer](https://www.shipmonk.com/platform/integrations/retailers) like Amazon or Walmart can derail a hard-earned partnership. We believe if we make the mistake, we should pay the price. Perfect Order Program is ShipMonk’s financial guarantee that we stand behind our [B2B capabilities](https://www.shipmonk.com/fulfillment-solutions/b2b-fulfillment) and protect your bottom line from costly retail chargeback penalties.
Speak to a B2B Expert
Automatic protection
No extra cost
Credit when it’s our error

## Trusted by brands that are scaling with ease
Why it matters

## The true cost of retail chargeback penalties
Retail chargebacks are a $40 billion annual issue for merchants. For the average brand, retail chargeback penalties account for a loss of 2% to 10% of overall revenue. We built the Perfect Order Program to help you reclaim that capital and protect your bottom line.
$40B
annual chargeback issue for merchants
2–10%
of overall revenue lost to retail chargeback penalties

### Seamless protection. No strings attached.
Our Perfect Order Program means we take financial responsibility for any fulfillment errors on our end. This automatic protection is built-in for MSM-managed merchants using certified retail integrations.
[Major Partner Retailers →](https://www.shipmonk.com/platform/integrations/retailers)
Coverage

## What retail chargebacks are covered?
We provide protection against the most common and costly retail distribution pitfalls. Chargebacks resulting from ShipMonk fulfillment errors are eligible for protection, including:
Incorrect GS1-128 placement or formatting
Covered
Shortages or overages in shipped units
Covered
Incorrect SKU or item-level errors
Covered
Failures to meet specific retailer-mandated shipping instructions
Covered
Freight loadout images

## The ShipMonk advantage: verifiable records
Loadout images eliminate email chains by providing a timestamped visual record on the order detail page once a shipment is Picked Up. This instantly shows exactly what was loaded and how, providing proof if an issue prevented a full load. No back-and-forth, no disputed timelines. Loadout image visibility is available for all LTL and FTL merchants.
Timestamped
visual record of every load
Picked Up
image lands on the order detail page
LTL & FTL
available for all freight merchants
No back-and-forth
no disputed timelines
Loadout photo saved
Visible on the order detail page
Claims process

## How the claims process works
When a chargeback hits, simply reach out to your Merchant Success Manager. They will own the review process from start to finish.
STEP 01

### Identify the root cause of the infraction
Your MSM reviews the retailer’s chargeback notice against order, label and loadout records.
STEP 02

### Determine if the error occurred within the four walls of the warehouse
Every touchpoint from receiving to loadout is checked, so the answer is based on records, not opinions.
STEP 03

### Issue a credit to your account if the error originated on our end
No case-by-case negotiation. If it was our mistake, we pay the price.

### If we make the mistake, we pay the price
Speak to a B2B Expert
FAQ

## Frequently Asked Questions
What is a “ShipMonk-certified” EDI integration?
This refers to a pre-configured, tested connection between [ShipMonk’s warehouse management system](https://www.shipmonk.com/platform) (WMS) and a [retailer](https://www.shipmonk.com/platform/integrations/retailers) via partners like SPS Commerce or ShipMonk EDI by Orderful. These integrations ensure data flows seamlessly and meets strict retail routing guides.
How do I know if my retailer setup is “approved”?
Your Merchant Success Manager will review your retailer’s specific routing guide during the onboarding phase to ensure our processes align with their requirements.
What is the timeframe for reporting a chargeback?
To ensure a swift investigation, we recommend reporting any chargeback or infraction notice to your MSM within 30 days of receipt.
How does ShipMonk handle complex retail routing guides?
Our technology is built to ingest complex retail requirements. By combining automated EDI flows with manual quality-control checkpoints, we ensure your brand remains compliant with even the strictest retailers.
Can ShipMonk manage both my DTC and B2B inventory?
Yes. ShipMonk is a true omnichannel 3PL. You can manage your ecommerce storefront and your wholesale retail accounts under one roof with a single “source of truth” for your inventory.
Does this program cost extra?
No. The Perfect Order Program is a standard benefit for MSM-managed merchants utilizing our certified B2B integrations.

## Ready to tackle B2B with confidence?
Eliminate retail chargeback penalties for good.
Protect My Retail Growth