Shipping Insurance

Prerequisites

Before enabling Shipping Insurance on your store, ensure the following:

1. The Mulberry Product Protection app is installed on your Shopify store and has completed the standard setup flow.
2. Shipping Insurance has been enabled on your Mulberry account by the Mulberry team. This includes setting the customer rate — the percentage of cart value charged to the shopper — which is defined in your retailer agreement.
3. Your store is running on Shopify Checkout Extensibility. The offer renders via a Checkout UI extension and won't appear on legacy checkout pages.

Important: Shipping Insurance must be activated on both sides — by Mulberry on your account, and by you in the Shopify Checkout Editor — before the offer will appear to customers. If you've enabled the extension in Shopify but don't see the offer in a test checkout, reach out to your account manager to confirm your Mulberry account is enabled.

Enabling the Offer in Checkout

Once Mulberry has enabled Shipping Insurance on your account, activate and configure the offer through Shopify's Checkout Editor.

1. In your Shopify admin, go to Settings → Checkout.
2. Under the checkout you want to edit, click Customize.
3. In the left panel, locate the Mulberry Shipping Insurance app block. Drag it into the desired location in the cart line list if it isn't already placed.
4. With the Mulberry Shipping Insurance block selected, you'll see two toggles on the right:
   • Enable shipping insurance — Turn this on to show the offer to customers in live checkout. Leave it off to preview the offer in the editor without making it public.
   • Auto-add shipping insurance — When enabled, the offer is pre-checked so customers begin checkout with insurance already in their cart. They can uncheck it to opt out.
5. Click Save in the top-right corner.

Tip: Most retailers see the highest attach rate with Auto-add enabled. It's a low-friction way to give customers coverage by default while still leaving the choice in their hands.

Customer Experience

When a shopper reaches checkout with an eligible cart, they'll see a Package Protection offer with the Mulberry shield icon beneath their cart items. The offer shows:

• The premium (e.g., "Package Protection for $5.42"), calculated automatically from the cart subtotal.
• A short description of what's covered.
• A link to the full terms and conditions.
• A checkbox to opt in or out.

Toggling the checkbox immediately adds or removes the insurance line item from the cart, and the order total updates to reflect the premium. No customer account or external registration is required — coverage begins the moment the order is placed.

What's Covered

Mulberry Package Protection covers:

• Lost packages that never reach the customer.
• Damaged items that arrive broken or unusable.
• Stolen packages taken after delivery.

Coverage applies to shipments via all major carriers, including USPS, FedEx, UPS, DHL, OnTrac, Veho, LaserShip, and Amazon Shipping. Orders shipped via less common carriers are still covered under a "Common Carrier" default.

The insured amount is the full order value paid by the customer, excluding the insurance premium itself — products, shipping charges, and taxes are all reimbursable in the event of a claim.

Claims

When a customer needs to file a claim, they do so directly through Mulberry.

1. The customer opens their order through the Mulberry claims portal and selects the shipment they want to file a claim against.
2. They choose a claim type — Lost, Damaged, or Shortage — and provide a description, supporting photos, and the amount being claimed.
3. Once the claim is approved, Mulberry disburses the payout directly to the customer — they never receive a check or email from a third-party insurer.

Typical resolution time is one to two weeks from submission to payout, depending on the claim type and carrier.

Order Lifecycle Events

Once Shipping Insurance is active, Mulberry tracks the full lifecycle of each insured order automatically:

• A policy is recorded the moment the order is placed.
• The tracking number and carrier are attached when you fulfill the order in Shopify.
• The policy is voided if the order is fully cancelled or refunded before fulfillment.
• A claim can be filed any time after the order has been recorded and before the policy has been voided.

You don't need to take any action for these events — they happen automatically as you process orders in Shopify.

Support

For questions about pricing, carrier coverage, enabling the feature, or the status of a specific claim, contact your Mulberry account manager or email [email protected].