Transform post-purchase from a cost center into a customer experience.

Fenix Shipping Protection gives customers the option to protect their purchase at checkout — while Fenix manages claims, support, and resolution end-to-end. Your brand delivers a premium post-purchase experience. Your unit economics improve. Your team stays focused on growth.

Add to your Shopify store → See how it works

Order summary

CART · 2 items
Subtotal $124.00
Shipping $6.00
Protect this order — $1.14
Lost, stolen, or damaged coverage + live support
Protected & carbon-neutral
Total $131.14

Order Economics

+$0.34 value impact
21.5B+ shipment events on platform
47 risk signals per order
<2 min first response time
<24h claim resolution
0 hrs engineering to launch

The problem with shipping today

Every shipping exception is a cost center. It doesn't have to be.

Lost packages, WISMO tickets, and damaged shipments create real cost — in refunds, support hours, and customer churn. Fenix Shipping Protection restructures the equation: customers gain the option to protect their purchase, Fenix handles operations and support, and your brand delivers a better experience with improved order-level economics.

Customer-funded protection program

Shoppers opt into coverage at checkout. Fenix handles claims, support, and resolution — creating a self-funding experience program that operates outside your support cost structure.

Human support, fully managed

Fenix live agents handle all post-purchase inquiries under your brand. Your team is never looped in — and the customer experience is indistinguishable from in-house support.

Claims become retention moments

Instead of a refund and a closed ticket, Fenix resolves claims with store credit — turning a negative experience into the foundation of a repeat purchase.

How it works

Three things happen every time a customer checks out.

Fenix Shipping Protection runs quietly in the background from label creation to delivery — no manual work, no ticket queues, no escalation paths for your team.

Step 1 · Checkout

A Fenix widget appears natively inside your Shopify checkout. Customers toggle on protection for a small fee — typically $0.50–$2.00, priced by order value and route risk. Most brands see 40–60% opt-in rates within 30 days.

Step 2 · In transit

47 risk signals track delays, exceptions, and weather events in real time. For protected orders, Fenix proactively alerts customers before they even notice a problem — cutting inbound contacts by up to 55%.

Step 3 · Resolution

When something goes wrong, Fenix human agents handle it end-to-end — reship, refund, or store credit — under your brand's voice and policies. Your team is never looped in. The customer never knows it wasn't you.

No other shipping protection provider — Route, Seel, AfterShip, or Narvar — offers live human support, white-labeled to your brand, with full resolution authority. That is the Fenix difference.

The economics · built for SMB and mid-market brands

Transform a cost center into a self-funding customer experience program.

Fenix aligns incentives by allowing brands to participate in the value created through shipping protection — while Fenix manages claims, support, and resolution operations. Every protected order helps offset shipping exception costs, reduce support burden, and improve the customer experience simultaneously.

Orders Features

• Order value: $124
• Route & product risk: Standard
• Fenix dynamic protection fee: 0.79% This order
• Shopper pays: $0.98
• Incremental contribution: +$0.29

Incremental contribution margin

Protected orders create incremental contribution margin while simultaneously reducing support burden and shipping exception costs — improving order-level economics without adding operational overhead.

Reduction in support tickets Proactive alerts and live agents resolve issues before customers open tickets. Most brands see a 40–55% drop in WISMO contacts within 60 days — measurably improving CX metrics while reducing cost.

Upfront cost to get started No setup fees. No minimum order volume. No engineering hours. Install the Shopify app, configure your brand policies, and go live — the program is self-funding from the first protected order.

Target protection attach rate Because Fenix prices protection dynamically — not as a flat 1–3% surcharge — shoppers perceive it as fair. Most brands reach 40–60% attachment by the end of their second month.

Feature depth

Everything a protected order needs. Nothing it doesn't.

• Lost, damaged & stolen: All three incident types under a single policy, configurable per SKU category or order value threshold.
• 24/7 live human agents: No bots, no auto-replies. Real agents handle every inquiry under your brand's voice — including holidays and peak season — with under 2-minute first response.
• Proactive delay alerts: Email and SMS alerts fire automatically when Fenix detects a carrier exception — before customers ever think to contact you.
• White-label brand experience: Every response follows your brand guidelines — voice, tone, and email signature. Customers never know they're talking to Fenix.
• Full resolution authority: Agents can reship, refund, or issue store credit — pre-configured to your policies — without ever escalating to your team.

Built-in loyalty engine

Turn your worst post-purchase moment into your best retention tool.

• Shield Credits: Claim resolutions issue store credit instantly — shifting the moment from "I lost money" to "I have credit to spend." Customers come back to use it.
• VIP Tier: Repeat buyers who protect orders unlock perks like free express reshipping. Gamified retention that rewards your best customers and costs you nothing.
• Loyalty Recovery: Fenix agents are trained to suggest store credit over refunds. Brands using this model see 15–20% higher repeat purchase rates among claim filers versus a refund-first approach.

Fenix vs. the alternatives

Get live in under 30 minutes

Fenix Shipping Protection is a Shopify native app — you can go from discovery to live on your storefront in a single afternoon.

1. Install the Shopify app
   One-click install from the Shopify App Store. No code, no developer, no custom integration required.
2. Configure your brand voice
   Upload your logo, set your support tone, and define your resolution policies (reship vs. refund vs. credit). Fenix agents work to your playbook.
3. Enable the checkout widget
   Fenix places the protection opt-in inside your native Shopify checkout. No theme edits, no Liquid changes. Toggle it on.
4. See the program perform
   Fenix starts pricing, protecting, and supporting orders immediately. Your dashboard shows opt-in rates, customer experience metrics, ticket deflection, and program performance in real time.

Fenix guarantee: If you go live and your opt-in rate doesn't reach 25% within 60 days, our onboarding team will work with you personally until it does — at no extra cost.

What brands say after going live.

"We were losing customers at the post-purchase stage — not because of bad products, but because of bad shipping experiences. Fenix changed that. The live support alone cut our inbound tickets by over a third, and for the first time we actually understand our claims data. We were live before our next sprint even kicked off — and we saw the economics work almost immediately."

— Director of eCommerce Operations, national outdoor gear brand · 1,200 orders / month