Activating Shop Promise
You can activate Shop Promise when you become eligible by meeting all store requirements and consistently shipping and delivering fast.
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Become eligible for Shop Promise
You can only activate Shop Promise when you’re considered eligible as one of the top 1% of shippers on Shopify. Your eligibility status is assessed every 30 days based on your shipping and delivery performance.
Before activating Shop Promise, review this checklist to ensure that your store is prepared. You can't activate Shop Promise until these items are resolved.
Shop Promise is currently available for United States domestic orders only. Ensure that you add at least one fulfillment location in the United States to provide fast and affordable delivery for United States customers.
Shop Pay must be active to use Shop Promise. You can activate Shop Pay as a payment method in the Shopify Payments settings of your Shopify admin.
You might need to upgrade your shipping settings if your store uses an older version of shipping settings. Update your shipping settings to use Shop Promise, in addition to several other features.
To activate Shop Promise, your store must first meet the eligibility requirements. Review the requirements for Shop Promise.
Activate Shop Promise
You'll be notified in your Shopify admin when you're eligible to activate Shop Promise.
Steps:
From your Shopify admin, go to Sales channels > Shop.
Click Promise.
Click Activate.
Optional: Update your default shipping rate description. If you leave it blank, then the description is automatically set to Ships in 1 business day. You can update this rate name at any time.
Review the Shop Promise Terms of Service by clicking the link.
Draw your signature with your mouse in the Draw field, or click Type to type your signature instead.
Click Activate.
After you click Activate, Shop Promise is automatically activated in your store. Shop Promise on orders might not display immediately after activation.
Deactivate Shop Promise
If you turn off Shop Promise, then the Shop Promise badge and automated delivery dates are no longer displayed on your store's product pages, on your store's checkout page, or in the Shop app. You can reactivate Shop Promise at any time, as long as your store meets the eligibility requirementsfor fast shipping and delivery.
Steps:
From your Shopify admin, go to Sales channels > Shop.
Click Promise.
Click Manage.
In the Shop Promise section, click Turn off.
Conditional display of Shop Promise
After you activate Shop Promise, the badge and guarantee might not appear on all your product pages or in every checkout. That’s because orders that can’t be reliably delivered within 5 days won’t display a delivery date to customers, even if you’re active on the program.
When this happens, you might still receive a message in your dashboard telling you that Shop Promise is showing on your store where eligible. The model that makes delivery predictions might need time to increase its confidence in rendering dates for your customers, but there’s no definitive timeline for when it can do that. In the absence of the Shop Promise badge, delivery dates will still appear on the product page and checkout, where applicable.
You remain active on the program unless you’re no longer eligible.
Limited guarantee
For eligible Shop Promise orders, there is a limited guarantee that is included at no cost to merchants. If the first attempt to deliver the order was later than the date provided by Shop Promise, then your customer could be eligible to receive $5.00 USD in Shop Cash. Shop Cash can only be used in the Shop app.
Customers can only submit one claim per Shop Promise order. Your customers can learn more about the limited guarantee by visiting the Shop Help Center.
Orders made using Shop Pay
If your customer used Shop Pay to complete their order and it arrives after the Shop Promise estimated delivery date, then they can find their eligibility and make a claim to receive $5.00 USD in Shop Cash in the Orders tab of the Shop app. To learn more about claiming Shop Cash, your customers can visit the Shop Help Center.
Orders made using other payment methods
If your customer didn't use Shop Pay to complete their order and it arrives after the Shop Promise estimated delivery date, then they might be eligible to submit a claim under the limited guarantee if it's their first claim.
Customers that didn't use Shop Pay to complete their order need to have a verified Shop and Shop Pay account to make a claim. After your customer has both accounts, from the Orders tab of the Shop app, they can claim their Shop Cash to use on a future purchase. To learn more about submitting a claim, your customers can visit the Shop Help Center.
Customer-facing terms
The customer-facing terms that are provided by Shopify include the following references:
- The limited guarantee is governed by the Shop Promise customer facing policies.
- The usage of Shop Cash is governed by the Shop Rewards Terms.
Delivery date expiry
In some cases, an order expiry message might be displayed when the delivery date will change to a new later date within four hours or less. The remaining time that they must order within before their delivery date changes is displayed to your customer. For a date expiry between one and four hours, the length of time displayed is in hours (hrs) and minutes (mins). For a date expiry under an hour, the length of time displayed is in minutes only. For example:
- Order within 2 hrs 45 mins
- Order within 45 minutes
Order expiry is also referred to as a delivery expiry timer or date expiry. The messaging that's displayed isn't dynamic, which means that the date expiry refreshes only after the page is reloaded.
Shipping rate name recommendations
To provide the best customer experience, it's recommended that your custom shipping rate names don't include delivery times or speeds. For guidance on how to modify your shipping rates, refer to editing your shipping rates to remove delivery times. For example, if you have a custom shipping rate called Expedited (1 day), then it's recommended that you rename your rate before you activate Shop Promise. To resolve this, rename your custom shipping rate to Expedited, and then add a description that doesn't include a transit time range.
Shop Promise also displays a description for custom rate names. If a shipping rate is missing a description when Shop Promise is activated or has a description that is over 25 characters, then the description is automatically set to Ships in 1 business day. You can update this rate name at any time.
The Shop Promise badge provides a predicted delivery date to your customers, making any custom shipping rate with delivery times a possible conflict with the Shop Promise date. To avoid this potentially confusing experience for your customers, it is recommended to correct these rates before you activate. You can also use the Shopify-provided shipping rates (Express, Standard, and Economy) that automatically comply with Shop Promise recommendations.
Help customers that have a question or problem related to Shop Promise
- If a customer has questions about a damaged, incorrect, or faulty product, or an order that didn't arrive, then you must work with your customer directly to find a resolution. Anything not related to the limited guarantee is still your responsibility to address directly with your customer.
- If the first delivery attempt is later than the Shop Promise expected delivery date that was provided, then your customers can do one of the following:
- If your customer paid for their order using Shop Pay and they meet all eligibility criteria, then they can claim their Shop Cash within the Shop app.
- If your customer paid for their order using a different payment method, then they can submit a claim for Shop Cash by creating a Shop and Shop Pay account (if applicable) where they can then claim their Shop Cash within the Shop app.