Swipe Team
September 24, 2025
3 mins 
You’ve done the hard work: a customer found your store, added to cart, and completed checkout. But for many shoppers, the anxiety doesn’t end there.
“Where is my order?” (WISMO) is one of the most common support tickets ecommerce teams face. Stolen packages, delayed shipments, or damaged items erode trust and put lifetime value (LTV) at risk.
Reliable package insurance closes this trust gap. By protecting orders and resolving claims quickly, brands give customers peace of mind—and that confidence directly translates to higher conversion rates and stronger loyalty.
The Trust Gap After Checkout
Even with perfect products and polished marketing, the customer journey is fragile after checkout. Common risks include:
- Theft: Porch piracy affects 1 in 7 Americans annually.
- Loss: Carriers misroute or fail to scan packages.
- Damage: Rough handling leads to broken goods.
- Delays: Weather and supply chain issues extend timelines.
For customers, uncertainty feels like risk. For brands, every unanswered email or slow response chips away at Net Promoter Score (NPS) and repeat purchases. Fast, predictable support is no longer optional—it’s a growth driver.
Package Insurance vs. Shipping Insurance vs. “We’ll Handle It Later”
Not all coverage is created equal. Here’s how package insurance stacks up against alternatives:
| Approach | How It Works | Pros | Cons |
|---|---|---|---|
| No Protection | Brand absorbs all delivery risks. |
Simple to start. | High support costs, angry customers, lost revenue. |
| Carrier Shipping Insurance |
Offered by UPS, FedEx, USPS for extra fee. |
Familiar to some customers. |
Complex claims, slow payouts, low trust, not visible at checkout. |
| Modern Package Protection (e.g., Swipe) |
Integrated at checkout, branded as part of post-purchase experience. |
Fast claims, visible trust signal, automated fraud detection, better customer confidence. |
Requires integration—but setup is straightforward on Shopify. |
How Reliable Package Insurance Builds Customer Confidence
Reliable package insurance changes the tone of the post-purchase experience:
- Trust signals at checkout: Customers see coverage offered in plain language—no fine print.
- Fast, fair claims: Resolution within days reduces friction and prevents churn.
- CX relief: Support teams handle fewer “Where is my order?” tickets and can escalate cleanly.
- Business impact: Merchants often see higher checkout conversion, lower chargebacks, and improved lifetime value.
Confidence isn’t abstract—it’s visible at checkout, measurable in KPIs, and felt by customers who return to buy again.
What “Reliable” Actually Means
At Swipe, reliability means:
- Coverage clarity: Customers know exactly what’s covered (theft, loss, damage) and what’s not.
- AI-assisted fraud detection: Claims are screened for risk and then verified by human review.
- Transparent service levels: Simple claims flow with clear timelines and outcomes.
- Effortless experience: File a claim → Verification → Resolution. Customers stay informed throughout.
Example: A fashion brand using package protection saw a drop in WISMO tickets and a measurable lift in repeat purchase rates after making coverage visible at checkout.
Implementation Guide (Shopify/DTC Focus)
- Add protection at checkout: Install the app, configure rules, and set coverage terms.
- Use plain-English policy language: Replace jargon with customer-friendly microcopy like “Protected from theft, loss, or damage.”
- Train support teams: Create macros for WISMO inquiries, escalation paths, and claim responses.
- Measure impact: Track key metrics—conversion rate, WISMO tickets, claim resolution times, NPS/CSAT, and repeat purchases.
Conclusion
Customer trust doesn’t stop at checkout—it begins there. Reliable package insurance gives shoppers confidence, reduces WISMO, and helps brands protect revenue while boosting loyalty.
Show your customers you’ve got their back. Add reliable package protection with Swipe and transform the post-purchase experience into a growth engine.