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Merchant Support Swipe Templates

These email templates are for a merchant’s support team to utilize when helping a customer with common questions that arise on a Swipe protected package issue (i.e. lost, stolen, damaged).

For Protection Default (ON / OFF) Customers:

When You Would Like a Customer to Report an Issue on their Own:

Hi there!

Thanks for reaching out to the support team at {Merchant Name}. We are sorry to hear that your package did not arrive as anticipated, but we are happy to see that you’ve added swipe Package Protection to your order.

Because you added Swipe to your order, your package was insured from loss, damage, and theft. You can report an issue with Swipe through the mobile app (iOS or Andriod), through the email you receive from Swipe after placing your order, or by going to claims.Swipe.com. Their team is ready to assist you with any questions you may have!

All the best,

{signage}

When You are Reporting an Issue on Behalf of the Customer:

Hi there!

Thanks for reaching out to the support team at {Merchant Name}. We are sorry to hear that your package did not arrive as anticipated, but we are happy to see you added Swipe Shipping Protection to your order.

Because you added Swipe to your order, your package was insured from loss, damage, and theft. I have gone ahead and reported an issue on your behalf, and a Swipe representative will be reaching out in the next 24-48 hours to get you taken care of.

If you ever need to report an issue on a future order you can do so through the Swipe mobile app (iOS or Andriod), through the email you receive from Swipe after placing your order, or by going to claims.swipe.com.

All the best,

{signage}

When Customer’s Reported Issue is Denied:

Hi there,

Thanks for reaching out to the support team at {Merchant Name} about your Swipe issue.

I just looked into the status of your reported issue and it looks like it was denied because it did not fall within Swipe's Policies {or add reason}. In order for the reported issue to be approved, it must be stolen, lost, or damaged and be within their designated timeframes. If you feel there has been a mistake, please let us know or reply to the email you received from Swipe.

All the best,

{signage}

When a Customer Reaches Out About the Status of their Swipe Issue:

Hi there,

Thanks for reaching out to {Merchant Name}. Not only can you report an issue with Swipe by going to claims.Swipe.com, but you can also check the status of your issue there.

Simply enter the email address you used at checkout and your order number and Swipe will provide you an update on the status of your reported issue.

All the best,

{signage}

When a Customer Inquires about Swipe Policies:

Hi there,

Thanks for your email inquiring about package protection policies. I have listed below a brief summary of Swipe Shipping Protection coverage, but you can review the full policies here.

  • Lost - stuck in transit

Domestic: The issue must be filed between 7 and 30 days from the last shipping update.

International: The issue must be filed between 20 and 30 days from the last shipping update.

  • Stolen - marked as delivered

The issue must be filed between 5 and 30 days from when the order was marked delivered.

Stolen orders over $100 USD require a police report.

  • Damaged

The issue must be filed with photos of the damaged package and item(s), no later than 30 days from when the order was marked delivered.

All the best,

{signage}

For Full Coverage Customers

When You Would Like a Customer to Report an Issue on their Own:

Hi there!

Thanks for reaching out to the support team at {Merchant Name}. We are sorry to hear that your package did not arrive as anticipated. We are happy to let you know that we have partnered with Swipe to provide complimentary package protection to your order. With Swipe, your package is insured from loss, damage, and theft.

You can report an issue with Swipe through the mobile app (iOS or Andriod), through the email you receive from Swipe after placing your order, or by going to claims.swipe.com. Their team is ready to assist you with any questions you may have!

All the best,

{signage}

When you are Reporting an Issue on Behalf of the Customer:

Hi there!

Thanks for reaching out to the support team at {Merchant Name}. We are sorry to hear that your package did not arrive as anticipated. However, we are happy to let you know that your order was protected by complimentary Swipe Shipping Protection!

With Swipe, your package was insured from loss, damage, and theft. I have gone ahead and reported an issue on your behalf, and a Swipe representative will be reaching out in the next 24-48 hours to get you taken care of.

If you ever need to report an issue on a future order you can do so through the Swipe mobile app (iOS or Andriod), through the email you receive from Swipe after placing your order, or by going to claims.swipe.com.

All the best,

{signage}

When Customer’s Reported Issue is Denied:

Hi there,

I just looked into the status of your reported issue and it looks like it was denied because it did not fall within Swipe's Policies {or add reason}. In order for the reported issue to be approved, it must be stolen, lost, or damaged and be within their designated timeframes. If you feel there has been a mistake, please let us know or reply to the email you received from Swipe.

All the best,

{signage}

When a Customer Reaches Out About the Status of their Swipe Issue:

Hi there,

Thanks for reaching out to {Merchant Name}. Not only can you report an issue with Swipe by going to claims.swipe.com, but you can also check the status of your issue there.

Simply enter the email address you used at checkout and your order number and Swipe will provide you an update on the status of your reported issue.

All the best,

{signage}

When a Customer Inquires About Swipe Policies:

Hi there,

Thanks for your email inquiring about package protection policies. I have listed below a brief summary of Swipe Shipping Protection coverage, but you can review the full policies here.

  • Lost - stuck in transit

Domestic: The issue must be filed between 7 and 30 days from the last shipping update.

International: The issue must be filed between 20 and 30 days from the last shipping update.

  • Stolen - marked as delivered

The issue must be filed between 5 and 30 days from when the order was marked delivered.

Stolen orders over $100 USD require a police report.

  • Damaged

The issue must be filed with photos of the damaged package and item(s), no later than 30 days from when the order was marked delivered.

All the best,

{signage}