Merchant Protection Policy
On this page
- Merchant Protection is Available
- Insurance is Available
- Talk to Shipwire
- Resolving Receiving and inventory variances
- Resolving Inventory Problems
- Inventory Insurance
- Resolving Shipping Problems with Outbound Shipping Insurance
- Orders are no longer editable or cancelable when they are submitted to a warehouse
- Promptly Review Your Shipwire Charges
Merchant Protection Policy
This merchant protection policy (“Policy”) is incorporated into the Shipwire terms of service as published on the Shipwire website (“Terms”). In the event of any conflict or inconsistency between this Policy and the Terms, the Terms shall control. All capitalized terms not otherwise defined in this Policy will have the meaning given them in the Terms.
1. Merchant Protection is Available
Shipwire strongly urges you to appreciate that errors happen with storage and shipping, and that the best defense is protecting yourself ahead of time. Shipwire offers multiple merchant protection services that can be taken advantage of anytime. Please note these services cannot be applied retroactively, and are thus best used at the time of Account setup.
2. Insurance is Available
Insurance is available, and strongly recommended. Off-site inventory insurance, and outbound shipping insurance are available which may offer remedies in the event of an error. Inbound shipping insurance is available from most carriers. Details on how to manage your insurance settings are available on Shipwire.com.
3. Talk to Shipwire
Talk to our team at the time of Account startup. It is an opportunity for you to review the risks with us ahead of time and benefit from our experience in setting up your merchandise in a form and manner that gives you the most flexibility, lowest prices, and best protection against errors. Shipwire specifically disclaims any liability for advice followed or not followed by merchants. To mitigate potential problems, Shipwire may also at its discretion require Work Orders, such as to secure packaging, or limit carrier options, such as to trackable carriers.
4. Resolving Receiving and inventory variances
For variances where loss has not been confirmed, Shipwire offers inventory cycle count Work Orders. For variances where the supplier did not provide proper documentation with the inbound shipment, Shipwire offers dock inspection Work Orders. In the event of inventory variance between what is expected on the ASN and what is actually received, your only recourse is to file a claim with your inbound shipping insurance provider. Inventory insurance available as a value added services in your Account (at an extra cost) only relates to confirmed actual loss. If there is a shortage of units in a carton, a discrepancy with the quantity, quality, condition of merchandise or otherwise, your only recourse is with your supplier or inbound insurance provider, Shipwire has no liability. Shipwire does not offer managed inbound shipping services. Third parties that handle inbound shipping are independent of Shipwire. Shipwire is in no way liable for inbound shipping.
5. Resolving Inventory Problems
Inventory problems must be resolved through off-site inventory insurance. If you dispute the inventory as described in your Account, filing a claim with your off-site inventory provider is your only recourse, and thus Shipwire has no liability therefore. Shipwire is only a broker of inventory services. Third parties that handle inventory services are independent of Shipwire. Shipwire is in no way liable for inventory services.
6. Inventory Insurance
Note: Beginning November 1, 2017, Shipsurance inventory insurance program will no longer be supported within the Shipwire Platform.
As a value added service Shipwire provides off-site warehouse inventory insurance that can be added to any Shipwire plan when inventory is being received. This off-site warehouse inventory insurance is provided through a third-party insurer and Shipwire is not liable for the activities of this third-party insurer, the approval nor the denial of any claims. The limit of our liability for inventory insurance is the amount paid to Shipwire by a merchant for 1 month for warehouse inventory insurance. Coverage details.
7. Resolving Shipping Problems with Outbound Shipping Insurance
Shipping problems for loss or damage must be resolved through outbound shipping insurance. Once an order has shipped, you agree that your only recourse for loss or damage is to file a claim through your Shipwire Account to the designated outbound insurance provider, and that Shipwire has no liability therefore. In the event a shipment is mislabeled, or mis-shipped and consignee receives incorrect merchandise, Shipwire will at its discretion issue a call tag at no charge or credit your Account for the estimated cost of a return shipping label, provided that Shipwire is notified within 30 days of shipment. It is your responsibility to ensure the inventory is returned. If the consignee fails to return the inventory, Shipwire’s maximum liability is described in our Terms, Shipwire shall have no liability for damages due to the consignee’s acceptance or use of the inventory.
8. Orders are no longer editable or cancelable when they are submitted to a warehouse
It is your responsibility to manage orders, and hold, edit or cancel orders prior to submission to a warehouse. If Shipwire, at its sole discretion, attempts to edit or cancel an order on your behalf after submission to a warehouse, this effort is done on a best effort basis, may incur an additional fee, and may result in the order being reported canceled but still shipping out. Shipwire reserves the right to edit dimensions and weight at its discretion, in order to ensure accurate shipping fees are billed to your Account. Shipwire is only a broker of outbound shipping services. Third parties that handle outbound shipping are independent of Shipwire. Shipwire is in no way liable for outbound shipping.
9. Promptly Review Your Shipwire Charges
Shipwire urges you to review your Shipwire service fees and shipping fees on a monthly basis so that we can work with you in a timely manner should there be a discrepancy or disagreement as to a charge.