We are launching a new product with PT WPS Insurance Broker (WPS): Buyer Return Shipping Insurance! Eligible merchants may start seeing this feature from June 2026, while the effective launch and registration will be rolled out at a later stage, with further details announced separately. This launch mainly focuses on insurance products for after - sales service related to buyer liability (including rejection).

• After activating the Buyer Return Shipping Insurance you will receive a both - way shipping cost compensation of up to 10,000 IDR can be obtained。
  

What is Buyer Return Shipping Insurance?

Buyer Return Shipping Insurance is an insurance designed to help merchants reduce the return costs incurred due to buyer liability. This insurance ensures that shipping fees are reimbursed under eligible conditions, enabling merchants to manage costs and focus on business growth.

What are the benefits of using Buyer Return Shipping Insurance?

After activating Buyer Return Shipping Insurance, you can enjoy the following benefits:

• Low Insurance Premium: You only need to pay a small fee for each order.
• Save on Shipping Costs: For shipping costs incurred due to returns or refunds resulting from the buyer's responsibility, a both - way shipping cost compensation of up to 10,000 IDR can be obtained.
• Automatic Subsidy: The shipping fees for all affected orders will be automatically compensated and included in your settlement amount.
• Easy Activation: Activate the service with a single click.
  

How much can I save by using Buyer Return Shipping Insurance?

If the buyer initiates a return/refund request due to their own reasons (such as changing their mind, rejecting the item) in accordance with the platform's terms and conditions, you will need to bear the forward shipping fee (5000 IDR) and return shipping fee (5000 IDR). In the case of rejection (FD), you will need to bear the one - way shipping fee of 5000 IDR for the buyer. If you participate in shipping insurance, you only need to pay a small insurance premium and will receive compensation for these shipping fees.Note:

• The service fees and calculation examples shown in this article are for illustrative purposes only. The actual amount charged shall be subject to the platform's real - time settlement.
• Buyer Return Shipping Insurance is an insurance product underwritten by PT Chubb General Insurance Indonesia, and distributed by PT Web Proteksi Solusindo, to help merchants reduce return costs incurred due to buyer liability.
  

System Operation Guide

How to sign up for Buyer Return Shipping Insurance?

You can access the Buyer Return Shipping Insurance page of the Seller Center at any time to check if you can sign up and participate.

1. Go to Seller Center
2. Under Growth → Programmes & Services, select Buyer Return Shipping Insurance.
3. Click Register and confirm.
   

⚠️ Attention: If you are unable to see the shipping subsidy insurance, it means that we are currently unable to provide this product to you. All approvals must go through our internal Moderation process. We are actively expanding our scope and striving to cover more merchants with shipping insurance as soon as possible. Stay tuned!

How can I view my Buyer Return Shipping Insurance records?

1. Go to Seller Center → Growth → Programmes & Services
2. Click Buyer Return Shipping Insurance
   
3. Click View Activity to view eligible orders and subsidy details
   

⚠️ Attention: For any situation that meets the requirements of Buyer Return Shipping Insurance, the system will automatically apply for compensation, so you do not need to apply manually.

How to view the insurance premium of Buyer Return Shipping Insurance?

You can easily find this information in the Order Settlement Details and Statement Report under Merchant Center -> Finance -> Transactions :

• If the order has no returns/refunds, only the Buyer Return Shipping Insurance premium will be visible.
• If an order has a return/refund or delivery failure, and meets the subsidy conditions of the shipping subsidy plan, you will see two types of fees: Buyer Return Shipping Insurance Premium and Buyer Return Shipping Insurance Compensation.
• In the statement report of settled orders, you will also see the newly added columns corresponding to these fees and a Buyer Return Shipping Insurance description. Click here to learn more about the statement.
  

Frequently Asked Questions

Is this Buyer Return Shipping Insurance mandatory?

No, participation in this program is completely voluntary. Merchants can join and withdraw at any time.

Can all merchants join this Buyer Return Shipping Insurance product?

Only local merchants are eligible to join the insurance product. You can visit the [Shipping Insurance] page to check your eligibility.

Does this Buyer Return Shipping Insurance incur any fees?

Insurance premium will be charged. Regardless of the order amount, a small fixed insurance premium will be charged for each order. The insurance premiums of different merchants may vary slightly, and the insurance premium will also be regularly updated based on the merchant's risk assessment. Merchants will be notified by email 5 days in advance before any changes to the insurance premium, allowing them to choose to continue participating in or withdraw from the insurance product.

How is my insurance premium determined?

TThe specific premium amount will be determined by the insurance company（WPS） based on the merchant's historical performance in returns, exchanges, and delivery failures. The exact amount may vary between merchants. Changes in historical performance may also affect the final premium pricing. Please refer to the merchant's backend page for details.

Is there a cap on the amount of compensation I can receive?

Yes, for the buyer's return insurance, the maximum reimbursable shipping fee per trip is 5000 IDR, including the forward shipping fee (from the merchant to the buyer) and the return shipping fee (from the buyer back to the merchant) charged according to the platform's policy. However, there is no limit to the number of orders that can be reimbursed. Forward shipping fees are eligible for reimbursement only when the buyer returns all orders (including free gifts) or the last product in an order.

What situations does this Buyer Return Shipping Insurance not cover?

The following situations do not meet the subsidy criteria:

1. Seller Owned Freight (SOF): Refers to orders delivered using the seller's own logistics network.
2. The forward shipping fee for orders where the buyer only returns part of the products.
3. Return situations where the product fails to be successfully returned to the merchant, including loss or damage caused by the logistics service provider, return of the wrong product, and loss or damage to the product caused by the buyer. For more details, please refer to this article.
4. Orders or return/refund requests submitted before you receive the notice of successful enrollment in the insurance.
5. Return shipping fees incurred when the buyer uses a self - arranged return method.

Is this Buyer Return Shipping Insurance premium tax - inclusive?

Yes. The insurance premium already includes tax, so there are no additional fees.

How to obtain the bill invoice and tax invoice for Buyer Return Shipping Insurance?

You can obtain the premium bill invoice and tax invoice for Buyer Return Shipping Insurance under the platform fees in [Merchant Center] > [Invoice]. Please note that the claim amount itself is not included in the invoice, but only shown in the transaction details.

Can I opt out of the Buyer Return Shipping Insurance if I no longer wish to participate?

Sure. You can choose to opt out of the insurance.Withdrawal requests are usually not rejected.

1. Go to Merchant Center → Manage Orders.
2. Click [View Details] below the Buyer Return Shipping Insurance.
3. Select [Exit Insurance].

⚠️ Attention:

• After you choose to opt out, you need to wait 5 days for the opt - out to take effect officially. For example: If you opt out of insurance on March 3, the opt - out will take effect on March 8.
• Any eligible orders placed before the effective date of the exit will still be covered by the insurance.