When things go wrong, we step in
The email arrives: “My order never showed up.”
You know that means you’ll either be issuing a refund or organising a replacement - and sinking hours into admin to follow it up with the courier. Who has time for that? Here’s how it works:
24/7 Case Lodgement
Customers submit enquiries directly via the case lodgement linked on your site.
Claims Processed and Finalised
Once approved, our team arranges a replacement from your store or refund on your behalf.
Professional Verification
Our experienced insurance team reviews and verifies each claim.
Real-Time Updates
You and your customers are kept informed at every step.
Turn delivery problems into happy customers
Every delivery issue is an opportunity to make the best of a bad situation. We help you keep customers happy and sales intact.
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Resupply instead of refunds
Protect your revenue with replacement items purchased by us, rather than processing refunds.
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Faster resolutions
With most claims finalised within hours, not days, you’ll have things sorted in no time.
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Reduce admin
Your team saves time following up issues so they can get back to the important stuff.
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Better reviews
Customers appreciate speedy and simple resolution and will be happier for it.
The customer portal
When you sign up for Parcel Protect, you’ll get a team backing you up and a 24/7 customer portal for your store. Here, customers can submit their details, upload photos, and check progress without needing to contact you.
Our experienced team manages case verification, approvals, and replacements keeping you updated via the portal every step of the way.
Case Management FAQs
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How do customers access the portal?
After signup, you receive a custom link that you add to your website. Most merchants choose to add this to their returns or shipping pages. Customers then click this link to access the portal and raise a case when they have delivery issues.
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What if something about the notification from my customer doesn’t look right?
Our team uses professional insurance verification standards to validate claims while ensuring legitimate issues are resolved quickly. Rest assured that if something doesn't look quite right you'll be the first one we speak before deciding a course of action with you.
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Can I still talk to customers about their claims?
Absolutely - we're here to help deliver your promise to your customers and you can always communicate with them. You have complete transparency of the process through your merchant portal with live updates in each case
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How quickly are claims resolved?
Most delivery issues are processed within 24–48 hours once proper documentation is provided.
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What happens if we’re out of stock for replacement?
We work with your inventory levels and can coordinate partial shipments, alternatives, or refunds based on your preference. If an item is out of stock we can only resupply if you have ‘sell beyond zero’ enabled. For stores without this enabled we will find a suitable alternative which is best for both merchant and customer.
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Will customers get frustrated with the extra step?
If they have their order details at hand and clear photos as necessary, issues can be submitted in just a few minutes. If everything is straightforward, they’ll may have a resupply offer back out to them promptly. Fast response means fast resupply and happy customers.
73% of online shoppers
prefer stores that include delivery protection^
^source: NTI ecommerce customer survey, 2023.