Shipping Protection

Product Protection and Shipping Protection for Profitability

Anastasia Fullerton
August 3, 2022

With market uncertainty in every business operator’s mind and margins getting squeezed from every angle, merchants are looking for ways to future-proof their businesses long term. 

Product protection provides coverage for accidental damage during use, but what about products that arrive already broken — or never arrive at all? 

What about products that arrive already broken — or never arrive at all? 

Meet Shipping Protection by Extend™. 

Introducing Shipping Protection by Extend

“Extend Shipping Protection is a crucial part of our efforts to deliver a best-in-class digital experience that drives customer lifetime value and increases brand loyalty,” said Ali Oner, CEO at Boutique Rugs

Shipping protection is a value-added service that provides protection for replacement when customers’ packages are lost, stolen, or damaged in transit. Similar to Product Protection, it turns a customer pain point into a positive brand interaction to help merchants safeguard their brand and bottom line. 

Learn more about shipping protection and how it benefits merchants and consumers.

“We've seen increased shipping issues over the past few years,” said Oner, “and being able to offer our customers the opportunity to protect their purchases while enroute to their homes is a tremendous value add.”

With the addition of Shipping Protection, Extend is able to deliver value to any merchant who sells products online.

“Extend Shipping Protection is a crucial part of our efforts to deliver a best-in-class digital experience that drives customer lifetime value and increases brand loyalty."

— Ali Oner, CEO, Boutique Rugs

“I am energized to provide even more opportunity to delight customers and drive meaningful incremental revenue by now offering both Product Protection and Shipping Protection through one simple integration with Extend,” said Woodrow Levin, Extend’s CEO and co-founder.

How Extend makes merchants more profitable

Extend was built to make merchants more profitable by: 

  • Protecting the post-purchase product experience, from checkout and beyond
  • Driving incremental revenue
  • Reducing costs and overhead
  • Strengthening loyalty and customer lifetime value

"With Extend Shipping Protection, our customers are protected and we save millions of dollars in product replacement costs,” said Boutique Rugs’ CEO Oner.

"With Extend Shipping Protection, our customers are protected and we save millions of dollars in product replacement costs."

— Ali Oner, CEO, Boutique Rugs

“Shipping Protection complements our Product Protection offering from Extend, allowing us to further drive incremental profit and defray costs," Oner said.

Drive incremental revenue

Assurant reports that extended warranties can motivate a purchase by about 25%

Customers feel more confident clicking “Buy” when they know, if something happens to their package during shipping, they’ll get a quick and easy resolution.

Merchants like Ryan Pamplin, CEO and founder of BlendJet, feel how that confidence drives incremental revenue for the business:

“We’ve found that Extend works like a trust badge that instills consumer confidence and drives more sales.” 

— Ryan Pamplin, CEO and founder, BlendJet

Decrease costs and overhead

Extend reduces the necessary overhead for claim intake and eliminates the need to absorb replacement costs for approved claims regarding broken products or failed deliveries. Merchants who sell high-value items at a high volume can see these replacement costs add up quickly.

Extend takes on the cost and overhead of issue resolution — streamlining your internal operations and improving your margins.

When packages are lost, stolen, or damaged during the delivery process, Extend takes on the cost and overhead of issue resolution — streamlining your internal operations and improving your margins.

Create long-term advocates

Failed deliveries and product issues lead to customer frustration, no matter who’s to blame. But merchants can turn the claims experience into the ultimate loyalty driver by putting the customer first. One Accenture report shows customers who have a positive claims experience are 2x more loyal to the company. 

Extend was built around the customer as its North Star — from the technology, design and user experience to the programs we design — to deliver an excellent end-to-end experience. Customers can file claims 24/7 using Extend’s automated digital chatbot, Kaley, giving valuable time back to your support teams.

“Today, everyone’s looking for self-service and ease of use. The thing we hear the most is just how easy it is to file a claim with the automated attributes of Kaley,” said Bobby Shomrony, Vice President of Sales Operations & Strategy, Felix Gray. “No back and forth emails, no need to call.”

The Extend difference

"The thing we hear the most is just how easy it is to file a claim with the automated attributes of Kaley. No back and forth emails, no need to call.”

— Bobby Shomrony, Vice President of Sales Operations & Strategy, Felix Gray

Merchants can now offer Product Protection and Shipping Protection by Extend through one simple integration that fits seamlessly into any retail infrastructure, making it easy for customers to include protection at checkout. 

Extend handles everything from integration to offer merchandising and optimization to claims processing and resolution. Most merchants can go live in just weeks.

"I looked into other product protection providers and didn't see anyone that offered the ease of use and level of service that Extend did. Extend made implementation simple and smooth, and everyone from Sales to Support Engineering was there for us at every step."

— Gabe Munz, CTO, TYME

If the first half of this year is any indication, the market environment will be more competitive — and more unpredictable — than ever. Merchants are pushing harder to generate more value and future-proof their businesses before an economic slowdown. 

Find out how Extend can boost your business today

Shipping Protection and Product Protection work together to put and keep your working products in your customers’ hands. Our flexible platform and delightful customer experience ensure excellence at every phase in order to boost merchant profitability. 

More than 800 leading merchants already offer Product Protection and/or Shipping Protection by Extend. Especially in times of uncertainty, every dollar counts — so don’t wait to reinforce your business and your bottom line. Schedule a demo today.

Anastasia Fullerton
Anastasia Fullerton is Head of B2B Marketing at Extend. Anastasia is passionate about strong stories, great relationships, and sour candy (if you live in SF check out her favorite spot, Giddy Candy, on Noe St). Since she got her degree in engineering from Stanford, she’s been making complex concepts (like underwriting) approachable. At Extend, she helps merchants figure out how to build better long-term relationships with their customers.

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