Turn shipping disasters into 5-star experiences

When a package is lost, damaged, or stolen, customers judge you, not the carrier. U-PIC lets your team reship or refund on the first contact, knowing we reimburse you on the back end - whether you fund coverage yourself or offer it as an add-on at checkout.

  • Empower support to fix problems in a single interaction
  • Reship or refund immediately, then file a claim with U-PIC to recover the cost
  • Protect reviews and repeat orders by turning bad moments into positive experiences
  • Choose how to fund coverage: Merchant-Pay or Customer-Pay via cart insertion
Trusted by eCommerce industry leaders
Logos of ecommerce and logistics platforms that work with U-PIC
See how this fast-resolution playbook would work for your team
No obligation · Works with your existing carriers & platforms
Tell us a bit about how you ship, and we'll recommend the best coverage model for your business.
Shipping failures are killing trust and repeat business

Customers expect fast, frictionless resolutions. When delivery goes wrong and the brand drags its feet, they leave - and they leave bad reviews.

  • Customers blame the brand, not UPS or FedEx, when a package is late, lost, or damaged
  • Every "We have to wait for the carrier" response increases churn risk
  • Support teams burn time chasing carriers instead of helping customers
  • One bad shipping experience can wipe out lifetime value from multiple future orders

The problem is not caring - it is not having a system that makes fast resolutions sustainable. U-PIC gives brands the confidence to fix the issue immediately without turning great CX into a margin leak.

Give your team a better playbook →
Best practice: fix it now, claim it later

The highest-performing ecommerce brands follow a simple rule: take care of the customer first, then recover the loss through insurance on the back end.

  • Customer reports a problem
    • "My item arrived damaged."
    • "Tracking shows delivered but nothing is here."
    • "It never showed up."
  • Frontline support is empowered
    • No "we'll see what the carrier says."
    • CS agents are authorized to reship or refund on the spot within your policy rules.
  • You make it right, fast
    • Customer gets a clear answer in one interaction.
    • You confirm a replacement or refund and set expectations immediately.
  • You file a claim with U-PIC
    • Your team submits the claim with order + shipment details.
    • U-PIC handles the claim process and adjudication.
  • U-PIC makes you whole
    • Valid claims are paid to you.
    • Your "be generous" CX posture doesn't turn into a permanent hit to margin.

Instead of arguing with carriers and forcing customers to wait, you turn a bad moment into proof that your brand can be trusted. That's how you get repeat orders instead of angry reviews.

See how this workflow would benefit your team →
Three ways to fund great customer experiences

Choose the funding model that best matches your CX philosophy, margin goals, and checkout strategy.

Merchant-Pay Program
  • You insure every parcel
  • One low rate per $100 of order value, typically 50-90% less than carrier insurance
  • No checkout line item; coverage stays behind the scenes
  • Best if you want a simple "we always take care of you" promise and tight CX control
Consumer-Pay (Cart Insertion) Program
  • Customers fund protection at checkout
  • Optional add-on in cart or checkout
  • Opt-in orders cost you $0 in insurance premium
  • U-PIC pays you for covered losses
  • You earn a service fee per protected order
Hybrid Program
  • All parcels are insured with U-PIC
  • Non-opt-in orders are covered at your low Merchant-Pay rate
  • Opt-in orders billed to the customer
  • Service fees often offset most or all non-opt-in costs - sometimes leaving profit on top
Whether you fund it or your customers do, U-PIC sits behind your CX process so your team can say, "Yes, we'll fix this now." Without hesitation.
Empowering your frontline team
Give support a simple, customer-first script

When a customer contacts you about a missing or damaged package:

  1. Apologize and own it
    • "I'm really sorry this happened - let's fix it right now."
  2. Offer a clear choice (if your policy allows):
    • "We can send a replacement" or "We can refund you."
  3. Confirm action on the same interaction
    • "I've processed that for you - here's your new tracking / refund confirmation."
  4. Log and submit the claim to U-PIC
    • Your team sends the order + shipment details through the agreed process.
  5. Track and close the loop internally
    • Once U-PIC pays the claim, your finance/ops team reconciles therefund/reship cost.
Your customers remember that you fixed the problem in one touch. They don't see the insurance machinery behind the scenes - they just see abrand that keeps its promises.
Build my customer-first CX playbook →
A Better Solution Resulting in Fewer Upset Customers
Give your support team the power to say "yes"

Share a few details about your shipping volume and current process, and we'll show you how a U-PIC program can backstop a customer-first refund/reship policy - with either Merchant-Pay or Cart Insertion funding.

See how U-PIC would support your CX →