What Navidium Shipping Protection does

Navidium Shipping Protection is a Shopify app that lets you offer an optional protection add-on to customers at checkout, covering their order against loss, theft, or damage in transit. When something goes wrong, your customer can file a claim through a self-service portal you control, and you — or automated rules you configure — decide whether to refund them, send a replacement, or issue store credit.Everything about the program is configurable from inside the app: the price of protection, the look of the widget that sells it, the wording of every email a customer or your team receives, and the entire step-by-step claims journey your customers go through.

The app is built around two halves that work together:

• The Protection Widget — a storefront upsell shown at cart or checkout that sells the protection add-on.
• The Claims System — the tools for filing, resolving, automating, and branding everything that happens after a customer reports a problem.

The business model: why this is almost always a win for you

This is a self-insurance model, not third-party insurance. You collect the protection fee as your own revenue — Navidium does not take a percentage of it. In exchange, you honor valid claims yourself, using the app's tools to refund, replace, or credit affected customers. Navidium's only revenue is your monthly subscription fee; it never shares in your protection revenue or in your claims costs.

A note on numbers used elsewhere in this guide: some dashboard figures referenced come from a low-volume test store and aren't representative of a healthy production store's economics. Section 10 covers the revenue-vs-claims-cost comparison you should actually watch on your own dashboard.

App embeds & installation

Installation runs through Shopify's theme app embed system. The app's Home screen shows the live status of each embeddable piece:

Navidium Standard Widget

The current, recommended widget. When Active, it's visible on your storefront and is the main way protection is sold.

Claim Page

An optional embed that enables the customer-facing claim portal. When Active, customers can submit and track claims.

Navidium Classic Widget

A legacy, toggle-style widget kept for backward compatibility. Not recommended for new setups.

Shipping Protection (Cart Page block)

An older installation method, also legacy and not recommended.

For a new setup, keep the Standard Widget and Claim Page active, and leave the legacy options inactive unless you have a specific theme compatibility reason to use them.

Linking the claim portal on your storefront

Once Claim Page is active, the app generates a ready-to-use claims portal URL in the form https://{your-store}.myshopify.com/apps/claims, found under Claims → Claim Portal → Portal preview. Add this link to your site footer, navigation, or order confirmation emails so customers always know where to go if something goes wrong. The same screen has an Open portal editor button for live customization — see Section 15.

Standard vs Classic widget

Choosing a template (Standard Widget)

Clicking Change Template opens a picker with four visual styles, each shown with a live price preview against a sample $100 subtotal:

• Branded card - a white card with an orange 'Protected Checkout' call-to-action, labeled 'Navidium shipping protection'.
• Informational card — a teal-accented card with an icon, a 'Learn more' link, and a teal call-to-action.
• Minimal badge — a compact dark 'Package Protection' badge, for a low-visual-weight placement.
• Branded pill — a teal pill-shaped button with a shield icon and a 'Powered by Navidium' badge.

Editing content & style

The Standard Widget editor is split into a Content tab and a Style tab, with a live preview pane that updates as you edit. Content is organized into four collapsible sections: General (logo upload), Heading, Learn More Popup, and CTA Button.

The Classic Widget instead exposes Main Title, Short Description, an Opted-In Message shown when protection stays selected, an Opted-Out Message shown as a disclaimer when the customer deselects it, and a Learn More URL.

Any unsaved change on either widget triggers a top banner with Discard and Save actions — changes aren't live until you click Save.

Fee configuration lives under Settings → Fees, and is the single most important screen for the economics described in Section 1.

Percentage vs Static pricing

Protection Type can be set to Percentage (a flat percentage of each cart subtotal — 2.5% is Navidium's recommended starting point) or Static (a flat dollar amount). Static mode supports tiered rules: a table of From / To / Protection Fee rows lets you charge a different flat fee depending on the order's subtotal band, with a 'New Tier' button to add more bands.

Protection value bounds & rounding

In Percentage mode, the calculated fee is clamped between a configurable minimum and maximum dollar value (the two must differ by at least 2), so a percentage-based fee never becomes trivially small on a cheap order or unreasonably large on an expensive one. An 'Adjust Protection Price' setting (e.g. Rounding Up) controls how the fee rounds to a clean number.

Cart value threshold

A Max Threshold Value defines the cart subtotal above which the widget disappears entirely — useful if you don't want to offer protection on very large orders.

International pricing

Two toggles control international orders: Disable International hides the widget for international customers entirely, and Different Fee for International Customers lets you set a separate rate. Which countries count as 'home' vs 'international' is defined in Settings → Additional (Section 6).

Best practices

Start at the recommended 2–2.5% (or an equivalent flat fee), and use the Dashboard's revenue-vs-claims-cost comparison (Section 10) as your health check after a few weeks of real volume — not a single test order or a brand-new store with too little data. If claims cost consistently runs close to or above collected revenue, consider raising the fee slightly or tightening Exclusions (Section 5) on your highest-claim products before assuming the program isn't working.

Settings → Exclusions lets you remove specific products from protection eligibility by Product SKU, Product Type, or Product Collection — each its own tag-entry field where you type a value and press Enter to add it.

You then choose what happens when an excluded product is in the cart: Hide Widget Entirely removes the protection offer from that cart altogether, while Exclude Value leaves the widget visible but excludes that item's price from the fee calculation. Use exclusions for products you don't want to insure at all — digital goods, gift cards, or items already protected through another program.

Settings → Additional covers four areas that don't fit neatly elsewhere:

Currency

Default Currency sets the currency used for protection fee calculations and display.

Fulfillments

Enable Order Fulfillments auto-marks the protection line item as fulfilled. Even though protection is digital, Shopify still expects every line item to reach a fulfilled state — otherwise an order can sit in an incomplete-looking status indefinitely. "Fulfill When" (e.g. Order Placed) controls the timing; merchants who want protection fulfilled only after other items physically ship can adjust this instead.

International Settings

Home Country defines which countries count as your home base for the international fee rules in Section 4 — every other country is treated as international.

Enhanced Disclaimer

Adds a custom property (a Property Name and Value you define) displayed beneath the protection line item at checkout — e.g. clarifying it's optional and not a shipping fee.

Settings → Product lets you rename and rebrand the underlying Shopify product that represents shipping protection, so its name, description, and image match the language and branding used on the widget itself. You can set a Product Name (required), a Product Description, and upload a product image (recommended 300×300px, 1:1 ratio, JPG/PNG/GIF). Keeping this in sync with your widget copy avoids a mismatch where the cart or order shows a generic name different from what the customer saw when they opted in.

Settings → App Update is a status page for the Shopify API permissions the app relies on. It tracks Store Credit permissions and Cart Transform permissions (typically granted automatically), and Discount permissions, which require an explicit "Request Scopes" action from you before discount-related features can be used. A Future Updates section surfaces any new permission requirements as the app evolves — check here if a feature seems unavailable and you suspect a missing permission.

Settings → Fraud Prevention addresses a specific abuse pattern: shoppers attempting to check out with only the protection product in their cart, which is commonly linked to automated card-testing and other fraudulent activity. Even low-value fraudulent orders can generate chargebacks, payment disputes, and unnecessary risk.

Activating this feature blocks checkout when a cart contains only the protection product. It's implemented through Shopify's native Checkout Rules rather than purely inside the app. The in-app 'Activate Fraud Prevention' button and tutorial walk you through the underlying setup, which otherwise involves:

1. Log in to your Shopify admin.
2. Go to Settings → Checkout rules.
3. Click Add rule.
4. Select Fraud Order Prevention.
5. Click Save, then Turn on.

Dashboard analytics

The Dashboard is your at-a-glance view of program health: total orders, protected orders, total revenue collected from protection, total claims cost, and a breakdown of claims by status (new, open, resolved, denied).

Below the headline numbers: an Attachment Rate chart tracks the percentage of orders protected over time, a Protection Breakdown chart compares protected vs unprotected orders, an Orders with Claims chart compares total orders against total claims, and a Products with Claims list — filterable by reason (Lost, Stolen, Damaged, Other) — surfaces which products generate the most claims, often the fastest way to spot a packaging or fulfillment problem worth fixing at the source.

Orders list & order detail

The app's Orders screen mirrors your Shopify orders but adds protection status: each order is tagged Protected or Unprotected, with the protection fee paid shown alongside the order amount. Search by email or order number, filter to Protected or Unprotected only, and act directly from the list via View or File Claim. Opening an order shows protection status alongside fulfillment and payment status, line items, customer details, and addresses, with a File a Claim button available directly from the detail view.

Claims can be filed two ways: by your team, from inside the app, or by the customer, through the self-service Claim Portal (Section 15).

Filing on a customer's behalf

From an order, clicking File a Claim opens an Add New Claim form pre-filled with the order's general information (order number, date, customer name, email, subtotal, discount, taxes, amount paid). For each line item, choose a reason — Lost, Stolen, Damage, Empty, or None — or type a custom reason, and attach a photo and free-text description before submitting.

Customer self-service filing

Through the Claim Portal, customers work through a guided multi-step flow with a comparable, customer-friendly reason set (Damaged, Lost, Stolen, or 'Something else' for an open-ended reason). The full journey, and everything you can customize about it, is in Section 15. Claims filed this way appear in your dashboard immediately, and both you and the customer get notified at each step via the email templates in Section 14.

Every claim has a status (e.g. New) that you update as you work it, an internal-only Comments section for your team to coordinate without the customer seeing it, and a Take Actions panel with four resolution options:

Reorder

Creates a new Shopify order to replace the claimed item(s). You can adjust quantities, add additional products, set a reason for the reorder, and choose whether to charge the customer, adjust inventory, and send a notification. The new order is auto-tagged (e.g. 'Navidium Reorder' plus a reference to the original order) so it's traceable later.

Refund

Issues a refund to the customer through Shopify's standard refund flow.

Store Credit

Issues credit through Shopify's native Store Credit system, applied directly to the customer's account and redeemable on a future purchase.

Deny Claim

Rejects the claim — use for claims outside your policy, like a missed submission window or an uncovered reason.

Whichever action you take, the customer is notified automatically through the corresponding email template (Section 14) — no need to message them separately unless you want to add something beyond the standard notification.

Claims → Claim Automation lets you resolve high-confidence claims without manual review. Each rule follows an If / Then structure: one or more conditions (joined with AND / OR) that, when matched, trigger one or more actions.

Brand Kit

Claims → Brand Kit controls the sender identity and visual styling across every claim-related email: Merchant Name and Merchant Email, a Logo (PNG/JPG/WebP, max 2.5MB, square recommended), and a Brand Color used as the accent for buttons and highlights. A live preview shows exactly how a sample email block will look.

Email Settings

Claims → Email Settings splits into Merchant-facing and Customer-facing templates covering every stage of the lifecycle: Auto Refund, Auto Reorder, Auto Deny, Claim Review, Manual Refund, Manual Reorder, Manual Deny, and OTP Verification.

Each template has its own editor: an Activate toggle, sender name/email, subject line, a rich-text body with standard formatting controls, merge tags you can drop into the copy ({{order_number}}, {{items}}, {{refund amount}}, {{Rule Title}}, {{ refund / replacement }}), and a sandboxed live preview rendering the template with merge tags visible as placeholders.

The Claim Portal is the self-service flow customers use to file and submit a claim without contacting you directly. It's accessed at the URL from Section 2, and every screen is editable through Claims → Claim Portal → Open portal editor.

Portal-wide settings apply across the whole flow: Require OTP (sends an email verification code — always email-based, never SMS), Limit Claim Form to Protected Orders Only, and Prevent Claim Submit After (days from delivery, 0 = no limit). A Global Color Settings panel controls background and overlay colors throughout.

Shipping Protection Customer Claim Portal Workflow

End-to-end claim flow from order verification to instant qualification and resolution.

Billing lets you change plans at any time; pick the tier that matches your monthly order volume.

* Essential and Growth bill up to $99.99 for the month if you exceed the plan's order cap, rather than blocking checkout or cutting off the app.

Integrations connects the app to tools you may already run, grouped into three categories:

If your tech stack isn't listed, the same screen has a 'Request a Connector' option to ask Navidium's engineering team to build a custom integration.