FAQ for MerchantsUpdated a year ago
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.
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.
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.
How can my customers submit a case for shipments they don't receive?
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 “Submit a Case” button on our website https://guardia1.com to locate their order and submit a case.
Does G1 decide which cases get a replacement and which don't?
This only applies to the G1 FMS plan. We do and we don'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.
Does G1 handle refunds?
This only applies to the G1 FMS plan. 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.
How does G1 file a claim for a package on my behalf?
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.