You’ve worked hard to bring customers to your online store. They found what they love and clicked “purchase.” But the journey doesn’t end there. What happens after the purchase matters just as much for building loyalty and driving repeat business. So what happens if their package is stolen, lost, damaged, or not quite right?
It happens more often than you might think. 49 million Americans had a package stolen last year. When it happens to your customer, your business deals with the fallout: the support ticket, the claims management, the reship, and the hit to their trust.
In today’s ecommerce landscape, customers expect a smooth, stress-free experience after they buy. That’s where MonkProtect™ comes in. It takes delivery problems off your plate, and now it can also add a new revenue stream to fuel your growth this peak season.
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Two Ways to Offer MonkProtect™
We’ve upgraded MonkProtect so it now works two ways. You choose the one that fits your brand:
- MonkProtect Checkout: Your customers opt in to package protection at checkout. You set the price they pay, so it can cover your MonkProtect cost and add a new revenue stream. (Currently available for US Shopify stores, excluding Shopify Plus.)
- MonkProtect: Your brand provides protection on every order, and customers never see an added fee. That means lower cart values, no gaps in coverage, and a frictionless experience from checkout to doorstep.
What MonkProtect™ Covers
MonkProtect covers issues that happen during shipping and during fulfillment. This end-to-end coverage sets ShipMonk apart.
- Delivered, but never received: Tracking says delivered, but the package was stolen, removed, or mis-delivered
- Lost in transit: The package never arrived and tracking stopped updating
- Missing carrier scans: The package was sorted, but tracking isn’t updating
- Damaged: The package arrived, but was damaged along the way
- Mispicks: Your customer received the wrong item or extra items
Coverage goes up to 120% of cart value, so you recoup what the order was worth, not just the replacement cost. And it’s carrier agnostic: one policy, with every claim going straight to ShipMonk.
Claims Management, Handled
No more chasing carriers or spending hours on claims paperwork.
- Self-serve reporting: Your customers report order issues themselves in just a few clicks.
- Everything in one place: Every claim goes into the ShipMonk Platform, the same technology you already use to manage inventory and orders, for review and approval.
- Fast resolutions: Most claims are reviewed, processed, and resolved within 5 business days.
- Your call on next steps: Reships can happen automatically, or you can choose to reship or refund.
- Extended filing windows: Fewer claims slip through the cracks.
What MonkProtect™ Does for Your Ecommerce Brand
- Builds customer loyalty: A positive post-purchase experience turns one-time buyers into repeat customers. 87% of consumers say a good experience makes them more likely to buy more, while up to 32% will stop doing business with a brand after just one bad experience.
- Adds a new revenue stream: With MonkProtect Checkout, you set the protection price, so it can cover your cost and contribute to your bottom line. Repeat customers matter too: 40% of an ecommerce business’s revenue comes from repeat customers, who also tend to spend 25% more than new customers.
- Lightens your support team’s load: Automated claims free your team to focus on other work.
- Strengthens your brand reputation: Show customers you care about their whole shopping journey. Only about 8% of customers believe they receive superior customer service, so excelling after the purchase sets you apart.
- Fits your existing setup: MonkProtect works with the ShipMonk Platform you already use.
Every delivery issue is a potential negative touchpoint. MonkProtect™ turns those moments into chances to shine: happier customers who keep coming back, a lighter load for your support team, and more time to focus on growth.
Getting Started
Already a ShipMonk merchant? Turning it on is easy. Talk to your Merchant Success Manager or Happiness Engineer about signing up for MonkProtect.
New to ShipMonk? Get a quote to learn how MonkProtect™ and ShipMonk fulfillment can help your brand.
Stress Less, Grow More.
