Kristine: All right. Thanks, Anish. So, to round out with really the so what and what this could mean to your guys' business, I wanted to highlight a proof point from one of our Protection customers. They're actually a functional athletic brand based here in my home turf of Southern California who actually saw a jump from 15% to a range of 50% to 60% of all of the customers who actually opted in to insure their packages given the seamless nature of the checkout flow with Protection. So, that's almost a 4X increase in the amount of orders that were insured after this customer made the switch from their old vendor to AfterShip Protection. And so far, they've seen almost every claim approved and the approval time is the shortest of any solution that they've used in the past. So, we love to see these proof points and look forward to helping you all take your post-purchase experience to the next level with AfterShip Protection.
So, with that, let's dig into the Q&A now with Katina Davis, our claims doctor on the UPS Capital side. So, we actually have a few pre-submitted questions that we'll jump into first, and then if there were any that came up in the Zoom Q&A, we can tackle those afterwards. So, Katina, the first question that I have is, "What if a shipment says delivered, but my customer claims to have not received the package?"
Katina: That's a great question, and we experienced that on several occasions. So, that is where the porch-piracy coverage will come into play. So, what happened in that scenario is the package shows it's delivered and the customer's saying they haven't received it. What we would expect in that case is that the claim will be filed with UPS Capital. You guys will provide the proof of value. And then you would basically submit any additional information that might be necessary for that claim. Of course, there may be certain scenarios where we may ask additional questions to validate the information that's been provided, but it's pretty straightforward, it's pretty simple. Nothing's too complicated on our side. We see that often, and we proceed with processing that claim, assuming all of the information has been provided.
Kristine: Awesome. Thanks, Katina. Okay. The next one that I have is, "Can I insure branded boxes? So, if my logo was on the outside of the box, does that still cover?"
Katina: Yeah, that's a great question. And I will definitely pull in Anish and Chandler on that one, but essentially, we really do want to make sure that we are protecting these items when they're being shipped, right? So, if you're shipping something that let's say it's jewelry, you probably don't want to put that on the outside of the box to try and reduce and prevent possibility of theft. But it really depends on what sorts of items you are shipping out, and you just wanna make sure that the item is making it to the end consumer ultimately. So, it really depends on what the brand is and what the items are that you're shipping. You don't wanna alert any potential thieves that this is a box that they would want to steal essentially.
Anish: Yeah, I can just add on to that. Yeah, we understand that merchants work hard for their brands and they do put their labels and their logos on there. There's no specific restriction for branded boxes under this program, but to Katina's point, we wanna work with you guys insuring the risk, so any help is appreciated.
Kristine: Awesome. Thanks, guys. All right. Third question here is, "Should we file a claim with UPS or FedEx first, or just file one claim directly with AfterShip Protection?"
Katina: So, really, as soon as you identify any issue with your shipment, file that claim immediately with AfterShip Protection. The sooner you can file that claim, the better, and, you know, we can then work to manage any sort of carrier notification that we'll need to do to handle segregation after the fact, but really the sooner you file, the better so that we can try and get it resolved as quickly as possible.
Kristine: All right. Okay. Another question here, "Do I have to be based in the United States to take advantage of Protection?"
Anish: I'm sorry, Kristine, can you just repeat that one more time?
Kristine: Yeah, of course. "Do I have to be based in the United States to take advantage of AfterShip Protection?"
Anish: Yeah, I'll take this one. Well, yes, right now, currently with AfterShip Protection, you have to be based, if you're the merchant, within the U.S., and if you're the consumer selecting, within the U.S. But your package can be anywhere, you just have to be based in the U.S.
Kristine: Okay, perfect. Thank you. It looks like we did get one question in the Q&A, but I think we have already answered that, so that's great. All right. I have one more question for you, Katina, and it is, "What could cause a claim to be denied?"
Katina: Yes. Great question. So, while we do approve the vast majority of our claims, really 90% plus of our claims are approved. In the instance that we do have to deny a claim, it would be for certain things such as the shipment wasn't insured. That's something that we do come across if we have to deny a claim. So, really, it's important to make sure that you're insuring every single shipment so that you can have that coverage on those shipments. Other scenarios that may pop up is the claim is filed outside of the filing window. While we do allow nine months, which is really quite a long time to be able to file that claim, we do have some instances where customers may file outside of that window and that would be a denial. Other scenarios that we have seen in the past is that the ship date on the items for the claim is outside of the policy coverage period. And those would be some examples of reasons why we would deny a claim.
Kristine: Okay. Let's see. Did we get one more question here or is this the one that we had already answered? Okay. There is one more question that we got. Actually, let's just squeeze that one in. "Is there a way for the merchant to file the claim on the customer's behalf or must it be the customer to file the claim with AfterShip Protection?"
Anish: Yeah, the merchant has the ability through that dashboard to resolve those claims as well as the customer. So, you have both options through AfterShip.
Kristine: Perfect. Okay. And there was one, actually another one that came in. "What is the cost to the customer, to the end customer, to insure their shipment?"
Anish: Yeah, currently, it's at 1.5% with AfterShip Protection. That's the rate on platform. And I think I see the second part of that. "What about subscription purposes that auto-renew?" Do you wanna handle that, Kristine?
Kristine: Yeah, I think this one is it's the same cost of the 1.5% premium fee, but that's something that we can definitely also follow up on just to be 100% sure that, you know, we do cover the subscription purchases on the auto-renewal.
Okay. So, I think that wraps up our Q&A here. So, thanks, guys. Thanks for your question. Thanks, Katina and Anish, for jumping in to helping us answer them. We are gonna jump right in now to our raffle. So, we're giving away some awesome gift cards here, really showcasing some of our AfterShip customers. And so the first that I'm going to raffle off is $100 to Gymshark, which is one of our accounts here. And just so that you guys know that we're being fair and square, we have this nifty little wheel that I'm gonna be using to kinda just shout these names out, but I won't make you dizzy and showcase the wheel the whole time.
So, here we are, Gymshark, $100 gift card is going to Colleen. So, congrats, Colleen, you are walking away with that Gymshark gift card. The next gift card here is for Harry's, and the person walking away with Harry's is we have Bailey. Congrats, Bailey. And let's see, we are also giving away our Baked by Melissa cupcakes as well. And what's great about this one is that you can actually see our AfterShip tracking in action. And the winner there is Travis. And congrats to Travis. We have $100 gift card for BruMate. And the winner on that one cannot be Travis again. Let's re-spin that one. It's Darren. Congrats, Darren. And then the last one that we have is $100 gift card to Etsy. And the winner of that one is we have Jordan. So, congrats guys. Thanks for sticking around through...