Commonly Asked Merchant Questions for Worry-Free Delivery for Wix

What is Seel's Worry-Free Delivery protection?

Worry-Free Delivery protection covers issues where a package was damaged or lost while in transit or was delivered but never received by the shopper (misplacement/theft).

Once installed on your website, a widget displays during checkout and then qualified purchases are automatically protected by Seel’s Worry-Free Delivery coverages, as outlined in their confirmation email. 

What is the value that Seel's Worry-Free Delivery provides to shoppers?

Worry-Free Delivery coverage gives shoppers peace of mind, reducing shipping-related complaints, and turning shipping mishaps into opportunities to build trust. 

Worry-Free Delivery also reduces operational cost and liability related to shipping, as Seel provides protection against loss, damage, or theft during shipment. By providing protection against these actions, which are outside of your control as a merchant, we help drive positive outcomes out of negative experiences.

Worry-Free Delivery promotes a more sustainable shipping method by providing carbon offsetting for an order’s delivery and transit to the customer. 

What is the shopper experience like?

1. The Shopper places an order with the merchant with the Worry-Free Delivery protection included
2. The Shopper receives an email with their coverage details, as well as instructions on how to report an issue.
3. If their package is damaged or lost during transit or stolen, the Shopper is directed to report the issue within our Seel Resolutions Center.
4. Seel will then assess the request using a variety of guidelines to determine if the reported order issue qualifies for a payout.
5. If the request does qualify, a refund will be automatically sent to the shopper. If the request does not qualify, an email will be sent to the shopper to notify them of the denial along with the reason.

To qualify for the payout, shoppers need to follow the reporting timelines found here:

- Loss Issues cannot be reported before 30 days for domestic shipments and 60 days for international shipments (from the date of fulfillment)
- Damage Issues must be reported within 7 days of the delivery date.
- Theft issues must be reported within 7 days of the delivery date.

All issues must be reported within 90 days of the order date.

How much does Worry-Free Delivery cost shoppers?

Worry-Free Delivery is free for merchants and is available for shoppers to purchase on the cart page. The cost depends on the currency that the store uses, and is denominated in the store currency.

Worry-Free Delivery is calculated between 1.6% - 2.1% of the cart total based on proprietary risk factors. There is a $0.98 USD minimum fee.

As a merchant, how do I escalate the need for support to Seel?

If a customer reaches out indicating they are having issues with creating a coverage request with Seel, first double check that the customer purchased the Seel Worry-Free Delivery protection in the Seel Dashboard. If they did purchase Worry-Free Delivery protection with their order, they can report an issue through the Seel Resolution Center.

For any other shopper issues, we ask that you direct the customer to reach out to [e-mail] which is monitored and actioned by the Seel Shopper Support Team.

We realize there may be some issues which may require escalation either on behalf of a shopper concern or to provide you with additional business support. For these instances, feel free to submit your request using either our Merchant Inquiry Form or by emailing the Merchant Support team at [e-mail]. We have a specialized Merchant Support Team trained to support our merchants with any questions or concerns.

When reaching out on behalf of a shopper, please be sure to include the following information:

- Shopper Email Address
- Order Number (where available)
- Tracking Number (where available)
- Description of the Issue

How do I submit a request for an extension on a issue eligibility window?

Please reach out to the Seel Merchant Support Team at [e-mail] to request an eligibility window extension on a particular order and be sure to provide the reason for the extension request. We usually require extenuating circumstances to accommodate an override.

What product categories are excluded from Worry-Free Delivery?

The following categories are excluded from Seel coverage. For products in these categories, the Seel protection will not be displayed or added during checkout.

Automobiles and motorcycles
Jewelry (valued in excess of $1,500)
Boats and yachts
Live animals
Cash
Lumber
Ceramic, marble or granite tiles, slab blocks, countertops, or statutes
Negotiable papers
Cigarettes and other tobacco products
Perishable commodities
Raw cotton
Pharmaceutical drugs
Fine arts (valued in excess of $10,000 per piece)
Precious stones and metals
Flowers
Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
Glass windows, plate glass, and similar goods
Securities

Can a shopper change their order to add or remove Worry-Free Delivery after it has already been placed?

If the shopper purchased Worry-Free Delivery protection with their order, then Seel will send them a confirmation of their Worry-Free Delivery purchase via email. Within this email, the customer can self-service cancel their Worry-Free Delivery within 24 hours of the order being placed. After 24 hours, Worry-Free Delivery is not refundable unless the entire order is canceled.

How do I view my policies?

You can view your Seel policies within the Seel App Dashboard by navigating to the Contracts tab of the dashboard. For more information on the Seel Merchant Dashboard, please refer to our Seel Merchant Dashboard Help Center article.

What do I tell a customer to do if they are confused by Seel?

Please have the shopper reach out to the Seel Support Team at [e-mail]. Our Specialists will be sure to provide further assistance and clarification on Seel coverages and work to best assist the customer.

Does Seel cover cases where an item is not shipped out?

No. Seel's Worry-Free Delivery only provides coverage for items that have been fulfilled and shipped out to a customer. If an item is not shipped out by your company, you will need to directly support the customer.