What is G1?We are a software company created within an ecommerce company. We are hoping to provide solutions to other merchants that encounter the same issues we faced.Why G1?Because G1 is made by merchant, for merchants. We are merchant-centric and

<img src="https://uploads.gorgias.io/DrQqY7XZa1g6L4Wj/g1_logo_full_-_dark-6ccbfef8-97dd-48f2-95e7-dcf4d883cb51.png" style="width: 300px;" class="fr-fic fr-dib">What is G1? We are a software company created within an ecommerce company. We are hoping to provide solutions to other merchants that encounter the same issues we faced. Why G1? Because G1 is made by merchant, for merchants. We are merchant-centric and we know all about the same shipping issues you encounter as a merchant. You and your customers are important to us.&#xA0; What can G1 do for my store? G1 app can automate your store to sell custom branded shipping warranties and provide an extra layer of care for your customers at zero starting cost to you.&#xA0; Are you an insurance company? No. We are not selling insurance. We are providing you a platform (an app) to be able to sell branded warranties to your customers. What is your SLA for cases? Our SLA (Service Level Agreement) is within 24hours excluding the weekends. But our dedicated case managers are a lot quicker than that. What is the billing cycle? For MSS, every 1st of the month after compiling all the warranties you sold in the previous month. For FMS, every Monday after compiling all the warranties you sold in the previous week. &#xA0; How can my customers submit a case for shipments they don&apos;t receive? <span data-darkreader-inline-bgcolor data-darkreader-inline-color id="isPasted" style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">Right after your customer places an order with the shipping warranty from Guardia One, they recieve an email from us with a link to submit a case for stolen, lost or damaged shipments. Whenever they need to submit a case, they can simply click on that link in the email after which they will be taken to the case submission form on our website. Alternately your customers can also click on the &#x201C;Submit a Case&#x201D; button on our website&#xA0;<a data-darkreader-inline-bgcolor data-darkreader-inline-border-bottom data-darkreader-inline-border-left data-darkreader-inline-border-right data-darkreader-inline-border-top data-darkreader-inline-color href="https://guardia1.com/" style="box-sizing: border-box; margin: 0px; padding: 0px; border: 0px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-variant-numeric: inherit; font-variant-east-asian: inherit; font-variant-alternates: inherit; font-weight: 400; font-stretch: inherit; font-size: 13px; line-height: inherit; font-family: Montserrat; font-optical-sizing: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; vertical-align: baseline; color: rgb(52, 82, 255); text-decoration: none; transition: color 0.3s ease 0s; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); --darkreader-inline-border-top: initial; --darkreader-inline-border-right: initial; --darkreader-inline-border-bottom: initial; --darkreader-inline-border-left: initial; --darkreader-inline-color: #3b88f2; --darkreader-inline-bgcolor: #17191a;">https://guardia1.com</a><span data-darkreader-inline-bgcolor data-darkreader-inline-color style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">&#xA0;to locate their order and submit a case. <span data-darkreader-inline-bgcolor data-darkreader-inline-color style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">Does G1 decide which cases get a replacement and which don&apos;t? <span id="isPasted" style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">This only applies to the G1 FMS plan.&#xA0;<span data-darkreader-inline-bgcolor data-darkreader-inline-color style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">We do and we don&apos;t. Meaning, we have our own set of bespoke SOPs on how we treat every case in every situation possible that caters to both the customer and the merchant. However, we also provide a template for you, the merchant, to adjust to your liking and train our case managers to follow and process for your customers.<span data-darkreader-inline-bgcolor data-darkreader-inline-color style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">Does G1 handle refunds? <span id="isPasted" style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">This only applies to the G1 FMS plan.&#xA0;<span data-darkreader-inline-bgcolor data-darkreader-inline-color style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">If you give us the permissions to your Shopify store and a clear SOP, yes we can. If the case is unusual, our case managers will always contact your representative before making any decisions.&#xA0; <span data-darkreader-inline-bgcolor data-darkreader-inline-color style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">How does G1 file a claim for a package on my behalf?<span data-darkreader-inline-bgcolor data-darkreader-inline-color style="color: rgb(103, 103, 103); font-family: Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; --darkreader-inline-color: #9f978d; --darkreader-inline-bgcolor: #17191a; display: inline !important;">This only applies to the G1 FMS plan. Upon agreement, we will ask you to share or create credentials for us to access your shipping courier accounts. Once a case is determined to be lost or damaged by the respective courier service, we will then file a claim with your account for you. Note: we cannot file a claim on your behalf if we do not have access, for cases like these, we will send you an email to inform you that you can start a claim.&#xA0;

FAQ for Merchants

What does my warranty cover?Any typical shipping or fulfillment issues with your order, you may file a case. Please check the following issues to see if you qualify:. Where do I file a case?Click on this link and fill out the form please. I have subm

<img src="https://uploads.gorgias.io/DrQqY7XZa1g6L4Wj/g1_logo_full_-_dark-41f597d7-7394-40ea-9db8-eba3514f8671.png" style="width: 300px;" class="fr-fic fr-dib">What does my warranty cover? Any typical shipping or fulfillment issues with your order, you may file a case. Please check the following issues to see if you qualify:<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Lost in transit</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Order item(s) damaged&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Order item(s) missing (partial order received)</li><li id="isPasted" style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Package stolen (must submit evidence or in some cases, a police report)</li></ul> Where do I file a case? <a href="https://guardia1.com/submit-a-warranty-claim/" rel="noopener noreferrer" target="_blank">Click on this link and fill out the form please</a> I have submitted a case, what do I do now? Once you&apos;ve submitted a case, our case managers will process your case and immediately start an investigation with the respective couriers to determine the status of your package. Different couriers and reasons for investigation will result in a different timeline for a conclusion. We will typically update you within 7 calendar days if we are able to proceed to replace the order for you or not.&#xA0; My order&apos;s tracking says it&apos;s delivered, but I have not received it. What should I do after submitting a case? Great question! Usually when something like this happens, the package will be delivered within 5 business days so please wait a little longer. Alternatively, you can also check with your neighbors or the people who live in the same household or receptionist to see if they received the package on your behalf.&#xA0; If you have a cctv pointed at your doorstep, please check to see if someone actually came by to drop the package off or in worst case scenario, catch the porch pirate in action. Please submit the video recording to us if possible.&#xA0; Why is my shipping warranty voided? If you have canceled an order and received a full refund for your order, the warranty is automatically voided.&#xA0; Filing chargebacks to the store you purchased from will also void your warranty. Once your shipping warranty is voided, G1 nor the merchant is liable to honor the warranty or respond to your case messages.

FAQ for Shoppers

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FAQ for Merchants

FAQ for Shoppers