Merchants FAQs
You have questions.
We have answers.
Basics
Norton Shopping Guarantee with Package Protection by EasyPost is a shopping guarantee that protects shoppers’ purchases from the cart to delivery, and gives them confidence to shop at your store. The guarantee is completely free to you, the merchant. When shoppers see the Norton Shopping Guarantee trustmarks on an online store, it means the merchant’s identity, financial stability, and ability to honor their sales terms and conditions have been inspected and verified.
The shopper will gain access to the benefits of the Norton Shopping Guarantee with Package Protection by adding it to their shopping cart when they check out. The following benefits are included:
- Identity theft protection
- Purchase guarantee
- Lowest price guarantee for 30 days after the purchase date
- Shipping insurance to protect against loss, damage and theft
Norton Shopping Guarantee with Package Protection by EasyPost helps your business establish credibility online, convert more potential customers, and offer package protection against loss, damage or theft. The product displays trustmarks at critical decision-making points of a shopper’s journey, answering questions and providing reassurance that the purchase they are making is from a safe and credible merchant. It also offers merchants the protection against shipping mishaps, when you have done your best. Offering a third-party shopping guarantee to customers provides added protection and validation that you are a safe online store to buy from. As a result, your business experiences better conversion rates, more repeat buyers, and a higher average order amount.
If a customer has purchased Norton Shopping Guarantee with Package Protection and experiences an issue, they can start a claim to take advantage of their shopper benefits. Norton Shopping Guarantee claims specialists handle customer claims, with no extra support required from your business. Shoppers receive the following benefits that are valid for 30 days after their purchase:*
$10,000 Identity Theft Protection
If your shopper’s identity is stolen anywhere, we will provide access to identity recovery services and reimburse expenses up to $10,000 for costs like attorney fees, removing criminal judgments, and disputing credit reports.
$1,000 Purchase Guarantee
If your shopper does not receive the products or services ordered in accordance with your terms of service, we’ll help to resolve the problem or issue a refund up to $1,000.
$100 Lowest Price Guarantee
If the price goes down on your site within 30 days of purchase, Norton Shopping Guarantee will reimburse your shopper the difference, up to $100.
(Your Entire Product Value) Package Protection by EasyPost
Protect your outbound product and customer relationships as well as your profit margins with Package Protection powered by EasyPost. Our insurance policy covers:
- Any carrier
- Any service level
- Domestic or international
- Damage, loss, or theft
*Insurance claims for loss do not expire in 30 days. Loss claims can be filed up to 60 days after shipping date.
Submitting a claim is quick and straightforward since the required documents are standardized. The process takes only 10 minutes, on average, to complete the claim form.
Norton Shopping Guarantee with Package Protection by EasyPost is designed for reputable and reliable ecommerce businesses. Norton Shopping Guarantee sets your business apart by demonstrating that your product is authentic, that it will be delivered on time, and that you will provide outstanding customer service if something goes wrong – all according to your existing terms of service. Shoot us an email at Customersupport@NortonShoppingGuarantee.com to see if Norton Shopping Guarantee is a good fit for your business.
The guarantee automatically expires thirty (30) days from the date of purchase.* All benefit claims must be made within thirty (30) days of the date of purchase in order to keep the benefits, even if all the terms of sale are not yet fulfilled. Once a valid benefit claim is made, coverage applies until the claim is resolved.
*Insurance claims for loss do not expire in 30 days. Loss claims can be filed up to 60 days after shipping date.
After tens of millions of guaranteed transactions, our claims process is optimized to protect against fraudulent buyers. If your business receives a claims report, it will be investigated by experienced benefit claims professionals. Buyers are required to provide detailed information about their identity and purchase. These procedures put a spotlight on both parties as well as the transaction to ensure that everyone is held accountable for their actions and that no false allegations are made.
At this time, Norton Shopping Guarantee only covers online transactions.
Claims
All identity theft questions and claims are handled by our support team. In the event a customer’s identity is stolen anywhere, we’ll provide access to identity recovery services and reimburse expenses up to $10,000 for costs like attorney fees, removing criminal judgments, and disputing credit reports. Here’s how it works:
- First, the customer must register within 30 days of the guarantee being issued.
- The customer opens an identity theft claim within those 30 days.
- We will connect the customer with the appropriate expert to resolve their issue.
If a customer makes a claim about their purchase, it’s an opportunity for you, as the merchant, to resolve the matter and prevent unnecessary chargebacks. How it works:
- First, we direct the customer to contact your support team before opening a claim so you can resolve their problem or answer their question.
- If a customer initiates a claim, we notify you immediately so you can respond through your BuySafe dashboard or reach out to the buyer directly (99.9% of all claims are resolved this way.)
- On the rare occasion you and the customer are not able to reach an agreement, our mediation experts will contact you to evaluate the situation. If the claim is covered by our shopping guarantee, we will provide the applicable payment to the customer.
We are not your customer support, nor do we tell you how to do your customer support. We support your terms and conditions of the sale and will not ask you do to anything you wouldn’t do already.
All price claims are handled by our support team and paid out by Norton Shopping Guarantee. There is no additional cost to you for any price claims paid. How it works:
- First, the customer creates an account and emails our support team a copy of their original receipt along with a screenshot showing the lower price on your website.
- We pay the difference, up to $100, to the customer via PayPal or check within one week of claim approval.
No. If a customer has an issue with an order, we first instruct them to reach out to your customer support channels to resolve the issue and prevent charge backs. If a claim is opened by your customer, our dedicated claim support team handles it to resolution.
Norton Shopping Guarantee Customer Support
Email: CustomerSupport@NortonShoppingGuarantee.com
Getting Started
Send us an email to learn more and get started with Norton Shopping Guarantee.
For now, you can only install Norton Shopping Guarantee with Package Protection to your Shopify store.
You have questions.
We have answers.
Basics
Norton Shopping Guarantee with Package Protection by EasyPost is a shopping guarantee that protects shoppers’ purchases from the cart to delivery, and gives them confidence to shop at your store. The guarantee is completely free to you, the merchant. When shoppers see the Norton Shopping Guarantee trustmarks on an online store, it means the merchant’s identity, financial stability, and ability to honor their sales terms and conditions have been inspected and verified.
The shopper will gain access to the benefits of the Norton Shopping Guarantee with Package Protection by adding it to their shopping cart when they check out. The following benefits are included:
- Identity theft protection
- Purchase guarantee
- Lowest price guarantee for 30 days after the purchase date
- Shipping insurance to protect against loss, damage and theft
Norton Shopping Guarantee with Package Protection by EasyPost helps your business establish credibility online, convert more potential customers, and offer package protection against loss, damage or theft. The product displays trustmarks at critical decision-making points of a shopper’s journey, answering questions and providing reassurance that the purchase they are making is from a safe and credible merchant. It also offers merchants the protection against shipping mishaps, when you have done your best. Offering a third-party shopping guarantee to customers provides added protection and validation that you are a safe online store to buy from. As a result, your business experiences better conversion rates, more repeat buyers, and a higher average order amount.
If a customer has purchased Norton Shopping Guarantee with Package Protection and experiences an issue, they can start a claim to take advantage of their shopper benefits. Norton Shopping Guarantee claims specialists handle customer claims, with no extra support required from your business. Shoppers receive the following benefits that are valid for 30 days after their purchase:*
$10,000 Identity Theft Protection
If your shopper’s identity is stolen anywhere, we will provide access to identity recovery services and reimburse expenses up to $10,000 for costs like attorney fees, removing criminal judgments, and disputing credit reports.
$1,000 Purchase Guarantee
If your shopper does not receive the products or services ordered in accordance with your terms of service, we’ll help to resolve the problem or issue a refund up to $1,000.
$100 Lowest Price Guarantee
If the price goes down on your site within 30 days of purchase, Norton Shopping Guarantee will reimburse your shopper the difference, up to $100.
(Your Entire Product Value) Package Protection by EasyPost
Protect your outbound product and customer relationships as well as your profit margins with Package Protection powered by EasyPost. Our insurance policy covers:
- Any carrier
- Any service level
- Domestic or international
- Damage, loss, or theft
*Insurance claims for loss do not expire in 30 days. Loss claims can be filed up to 60 days after shipping date.
Submitting a claim is quick and straightforward since the required documents are standardized. The process takes only 10 minutes, on average, to complete the claim form.
Norton Shopping Guarantee with Package Protection by EasyPost is designed for reputable and reliable ecommerce businesses. Norton Shopping Guarantee sets your business apart by demonstrating that your product is authentic, that it will be delivered on time, and that you will provide outstanding customer service if something goes wrong – all according to your existing terms of service. Shoot us an email at Customersupport@NortonShoppingGuarantee.com to see if Norton Shopping Guarantee is a good fit for your business.
The guarantee automatically expires thirty (30) days from the date of purchase.* All benefit claims must be made within thirty (30) days of the date of purchase in order to keep the benefits, even if all the terms of sale are not yet fulfilled. Once a valid benefit claim is made, coverage applies until the claim is resolved.
*Insurance claims for loss do not expire in 30 days. Loss claims can be filed up to 60 days after shipping date.
After tens of millions of guaranteed transactions, our claims process is optimized to protect against fraudulent buyers. If your business receives a claims report, it will be investigated by experienced benefit claims professionals. Buyers are required to provide detailed information about their identity and purchase. These procedures put a spotlight on both parties as well as the transaction to ensure that everyone is held accountable for their actions and that no false allegations are made.
At this time, Norton Shopping Guarantee only covers online transactions.
Claims
All identity theft questions and claims are handled by our support team. In the event a customer’s identity is stolen anywhere, we’ll provide access to identity recovery services and reimburse expenses up to $10,000 for costs like attorney fees, removing criminal judgments, and disputing credit reports. Here’s how it works:
- First, the customer must register within 30 days of the guarantee being issued.
- The customer opens an identity theft claim within those 30 days.
- We will connect the customer with the appropriate expert to resolve their issue.
If a customer makes a claim about their purchase, it’s an opportunity for you, as the merchant, to resolve the matter and prevent unnecessary chargebacks. How it works:
- First, we direct the customer to contact your support team before opening a claim so you can resolve their problem or answer their question.
- If a customer initiates a claim, we notify you immediately so you can respond through your BuySafe dashboard or reach out to the buyer directly (99.9% of all claims are resolved this way.)
- On the rare occasion you and the customer are not able to reach an agreement, our mediation experts will contact you to evaluate the situation. If the claim is covered by our shopping guarantee, we will provide the applicable payment to the customer.
We are not your customer support, nor do we tell you how to do your customer support. We support your terms and conditions of the sale and will not ask you do to anything you wouldn’t do already.
All price claims are handled by our support team and paid out by Norton Shopping Guarantee. There is no additional cost to you for any price claims paid. How it works:
- First, the customer creates an account and emails our support team a copy of their original receipt along with a screenshot showing the lower price on your website.
- We pay the difference, up to $100, to the customer via PayPal or check within one week of claim approval.
No. If a customer has an issue with an order, we first instruct them to reach out to your customer support channels to resolve the issue and prevent charge backs. If a claim is opened by your customer, our dedicated claim support team handles it to resolution.
Norton Shopping Guarantee Customer Support
Email: CustomerSupport@NortonShoppingGuarantee.com
Getting Started
Send us an email to learn more and get started with Norton Shopping Guarantee.
For now, you can only install Norton Shopping Guarantee with Package Protection to your Shopify store.