InsureShield

UPS InsureShield® is a shipping insurance solution that protects shipments against loss, damage, and porch piracy (theft after delivery). Despite the UPS name, coverage is also available for eligible shipments sent through other major carriers, including FedEx, USPS, and DHL.

The system automatically generates real-time insurance quotes based on the order value, allows merchants to collect insurance premiums from shoppers when selected, and binds coverage when a tracking number is added to the shipment and a Tracking Link is assigned.

 

⚠️ Requirements

For UPS InsureShield to appear automatically during checkout, your store must be using Miva version 26R2.02 or later.

If your store is running an earlier version of Shadows:

• The InsureShield option will not appear during checkout
• Additional manual template changes will be required, Add the InsureShield code snippet to your template instruction below.

We strongly recommend upgrading to the latest version of Shadows before using InsureShield.

 

Why Offer Shipping Insurance?

Offering UPS InsureShield at checkout helps protect your business while improving the customer experience, it:

• Reduces risk and liability
  Protects against lost, damaged, or stolen shipments, so you’re not absorbing refund costs.

• Builds customer confidence
  Reassures shoppers that their order is protected, especially for higher-value purchases.

 

How It Appears to Shoppers

Insurance is presented during the shipping step of checkout, where customers can easily add protection using a simple checkbox. The option can also be enabled by default (configurable).

Clear messaging like “Get instant order protection” helps customers quickly understand that coverage includes loss, damage, and theft.

 

Install the Module

Go to PATH: Settings → Modules

1. Search for “UPS InsureShield”

2. Click Install

3. Accept the terms to activate the module

Once installed, the configuration screen will appear.

 

 

Using Older Shadows Versions (Pre-26R2.02)

If your store is using a version of the Shadows framework earlier than 26R2.02, the InsureShield content section will be created during installation but will not be automatically added to the checkout template.

If InsureShield is not appearing during checkout, you will need to manually add the component to the OSEL page template.

 

Add the InsureShield code snippet to your template:

Go to PATH: User Interface → Templates

1. Search for the OSEL page
2. Locate the section between the shipping and payment methods (typically around line 119)
3. Add the following snippet:

<mvt:item name="readytheme" param="contentsection( 'upsinsureshield_configuration' )" />

Once added, the InsureShield option will display during checkout.

 

Configure Settings

UPS InsureShield requires minimal setup. Most functionality is handled automatically when you use Miva Shipments and include tracking numbers as part of your fulfillment process.

Settings are located under Settings > Order Fulfillment > on the InsureShield Shipping Insurance tab

 

Settings Overview

• Status: Confirms the module is active and ready to use.
• Insurance Selected by Default: Controls whether insurance is pre-selected during checkout, giving you the option to make it opt-in or opt-out.
• Shipment Origin Address: The address orders ship from. This is typically pre-filled from your store settings.
• Shipper Address: The billing/merchant address associated with the shipment. Also pre-filled by default.
• Claims Portal & FAQ: Provides quick access to file claims and view UPS InsureShield documentation.

In most cases, no additional configuration is needed. 

Once enabled, UPS InsureShield will:

• Automatically display insurance during checkout

• Generate real-time insurance quotes

• Add insurance charges to orders when selected

⚠️ Important: Coverage is bound (activated) when a tracking number is added to a Miva shipment and assigned a Tracking Link to the shipping carrier. 

How InsureShield Billing Works

Miva bills merchants for InsureShield protection when shipping data is received and the item is shipped.

• Merchants are only billed for InsureShield protection on orders that are shipped.
• Merchants are not billed for InsureShield protection on orders that are canceled or never shipped.
• If a shopper selects InsureShield at checkout but the order is not shipped, the merchant is not billed for that protection.
• If an order is placed in one month but does not ship until the following month, the InsureShield charge is billed in the month the shipment data is received.
• Remember, coverage is bound when a tracking number is added to the Miva shipment.

Insurance Status: Unconfirmed vs Confirmed

When a customer purchases UPS InsureShield during checkout, an insurance quote is generated, but coverage is not immediately bound (activated) until the tracking number and shipping carrier has been added to the order. 

Orders will have a status of Unconfirmed even after the customer paid for insurance. Status only changes to Confirmed after coverage has been bound.

When Using External Order Management System

Once this step is completed, the system finalizes the insurance coverage and updates the status to Confirmed.

Review and Retry Coverage Confirmation

You can review UPS InsureShield coverage information directly from the order. The UPS InsureShield dialog can display:

• Quote ID
• Transaction ID
• Insured Amount
• Premium
• Status
• Quote Expires
• Error, if the coverage confirmation request fails

If coverage is Unconfirmed and the confirmation request failed, review the Error for more information. After correcting the issue, use Confirm Coverage to retry the coverage confirmation. 

NOTE: Coverage confirmation requires a shipment, tracking number, and carrier. 

⚠️ How to add a Tracking Number Manually

To activate coverage, you must include a tracking number in a shipment for all orders that includes insurance.

If your workflow does not normally use tracking numbers or Miva Shipments, you will still need to add a tracking number within Miva. This can be done for internal purposes only, but it is required to bind coverage.

To add tracking navigate to your Orders Batch List 

1. Select the order you need to add tracking to

2. On the Order details page, locate and select Enter Tracking Number(s) to open the example page below

3. Add Tracking and Select the Carrier from the Link Drop-down.

How to Find Unconfirmed Orders

To manage UPS InsureShield effectively, you should regularly check for orders where insurance is still Unconfirmed.

Step 1: Show InsureShield Columns

In the Orders screen:

1. Click the column selector (+ icon)

2. Enable the following fields:

• UPS InsureShield: Expires

• UPS InsureShield: Insured Amount

• UPS InsureShield: Premium

• UPS InsureShield: Quote ID

• UPS InsureShield: Status

• UPS InsureShield: Transaction ID (optional, for claims)

Once enabled, you’ll see the insurance status directly in your order list.

Step 2: Identify Unconfirmed Orders

Look for orders where:

• UPS InsureShield: Status = UNCONFIRMED

Orders with Unconfirmed insurance require action.

• The customer has already paid for insurance

• But the coverage is not active yet

To activate coverage, you must create a shipment (typically with tracking).

Step 3: Create an Advanced Search (Recommended)

To quickly find these orders in the future:

1. Click Search → Advanced Search

2. Find: UPS InsureShield: Status under name under Advanced Search

3. Set UPS InsureShield: Status Filter: Equal To Value: UNCONFIRMED

4. Click Search

5. Save this search (e.g., “Unconfirmed Insurance Orders”)

This allows you to quickly return to this filtered view at any time.

Filing a Claim

If an issue occurs with a shipment (such as loss, damage, or theft), you can file a claim through the UPS InsureShield Claims Portal.

To get started, visit: https://online.upscapital.com/ssp/MivaEcommerce

Key Things to Know

Claims are filed by the merchant
Customers do not file claims directly. You are responsible for submitting claims on their behalf.

Payout flexibility
Claims can be paid to either:

1. The merchant, or

2. The shopper, depending on how you choose to handle the situation

Customer expectations
Most shoppers expect a refund or replacement if something goes wrong with their order. Having insurance in place allows you to resolve these situations more confidently.