Welcome to the Order Protection API integration guide. This document outlines how to work with Order Protection’s API to manage claims, process refunds, and reship items seamlessly. By the end of this guide, you’ll understand:

  • The data we require and why it’s essential.
  • How to retrieve information from Order Protection.
  • What actions to take based on events received from Order Protection.

​
Data Requirements

Order Protection requires specific data to ensure accurate claims processing and resolution. Here’s the breakdown of the information we request:

​
1. Customer Information

Email/Phone: We use the customer’s email or phone number to uniquely identify them in our system. This allows us to process their claims and communicate updates.

Address: The customer’s shipping address is necessary for several reasons:

  • To facilitate reshipment or refunds.
  • To allow customers to update their address during the claim process.
  • For fraud detection purposes, ensuring the claim is valid and protecting your brand from fraudulent activities.

We do not save any sensitive customer information.

​
2. Order Information

Order Details: We request information such as order numbers, item details, and quantities to determine what items are eligible for reshipment or refunds.

Fulfillment Information: Customers may experience issues with specific shipments or items. Providing us with fulfillment data helps us determine which shipment or item the customer is reporting an issue with during the claim process.

We use the information from your Orders to facilitate a seamless experience for your customer. By understanding the order at an item level we can offer rapid resolutions to your customers.

​
Retrieving Information from Order Protection

You can retrieve information from Order Protection by using our REST API, or you can receive realtime events using our Webhooks.

View our api reference here

​
Your responsibility

Because this is an API integration and Order Protection does not have access to your internal systems.. You will need to perform specific actions based on the resolution webhook received.

You will receive a webhook with a payload similar to:

{
  "topic": "claim/resolved",
  "body": {
    "resolutions": [
      {
        "type": "RESHIP",
        "itemId": "123",
        "quantity": 1
      }
    ],
    "updatedShippingAddress": {
      "street1": "123 Washington Ave",
      "street2": "#175",
      "state": "UT",
      "zipcode": "84043",
      "city": "Lehi"
    }
  }
}

After this has been actioned on your end you will send Order Protection details on the resolution. (Reshipment Order ID, or Refund Created)

​
Additional actions

Cancel Order Protection: If your customer decides to cancel Order Protection you can cancel from your platform, and then update the Order in Order Protection via the API. You can also cancel from the Order Protection dashboard and listen for the specific webhook event protection/removed.

Add Protection: If you would like to bill your customers for protection after the Order is placed you need to add Order Protection in the Order Protection dashboard. You will then receive a webhook protection/added. You can choose to bill the customer or pay for protection yourself.

Inventory: You are able to provide item inventory to Order Protection. This will allow us to check if items are in stock before offering a reship.