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# Thank you page: show protection status or let customers add protection

The Thank you page widget does two jobs. It tells customers whether their order is protected — and, for orders that aren't, it can give them one more chance to add protection and pay for it on the spot.

## Where to find it
Open **Shipping protection** → open the widget editor → use the **surface dropdown** in the top-right corner and select **Thank you page**.
This surface has no sub-tabs (no Settings / Appearance / Advanced setup). Everything is on one screen, with a live **Preview** on the right.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_11pbdtr.png)

## The two order states: Protected and Unprotected
At the top of the screen there are two tabs — **Protected** and **Unprotected**. Each one is a separate banner with its own on/off switch, tone and text:
* **Protected** — shown when the order contains the shipping protection item.
* **Unprotected** — shown when it doesn't. On this tab you also choose **what the widget does**: show a message only, or let the customer add protection. See Step 3.
A dot on each tab tells you at a glance which state is currently on. Both states are **off by default**, so nothing appears on your storefront until you enable them.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1k1f4dm.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1ectg2q.png)

## Step 1: Turn the banner on
Pick a state tab, then click **Enable**. The badge switches from **Off** to **On**.
Do this for each state you want to use — you can enable Protected only, Unprotected only, or both.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_h4ogug.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_sijrxh.png)

| You can write the text first and enable the banner afterwards — the fields stay editable while the state is off.
## Step 2: Add the app block in the checkout editor
The banner only appears once the app block is added to your pages. In the **Add widget block** card, click **Go to checkout editor** — it opens Shopify's checkout editor directly on the Thank you page.
In the editor:
1. Click **Add app block**.
2. Choose **S: Shipping protection**.
3. Drag it to the position where you want the banner to appear.
4. Repeat on the **Order status** page.
5. Click **Save** in the editor.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1eokiem.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_17znujm.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1y8q6mt.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_v5r1m1.png)

|| Inside the checkout editor the block shows a fixed sample banner ("Your order is protected"). That is a placeholder — the real banner uses your configured text and the actual protection fee of each order.


## Step 3.1: Choose the banner style
**Banner style** sets the tone — the colour and icon Shopify uses to render the banner.
| Tone | Typical use |
| **Info** | Neutral information |
| **Success** | Order is protected (default for Protected) |
| **Warning** | Order is not protected (default for Unprotected) |
| **Critical** | Strongest emphasis |
The exact colours come from Shopify, so the banner always matches the checkout and customer account styling.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1m6vpk7.png)

## Step 3.2: Choose what the Unprotected state does

This step only exists on the \*\*Unprotected\*\* tab. The card \*\*What does this widget do?\*\* decides which cards appear below it:


| Option | What the customer gets | Which cards you'll configure |
| ---- |
| Show a message only | A banner telling them the order isn't protected. No button. | Banner style + Text customization |
| Let customers add protection | A card with your offer, an \*\*Add to order\*\* button and a \*\*Dismiss\*\* button. They pay for the protection right there. | What customers see + Payment timeout + Email reminder |


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_189j216.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_17klfui.png)

**Payment timeout:** Time to complete payment\*\* is how long the customer has to pay after they tap \*\*Add to order\*\*. 
* Pick one of \*\*15 minutes\*\*, \*\*30 minutes\*\*, \*\*1 hour\*\*, \*\*6 hours\*\* or \*\*24 hours\*\*. The default is \*\*30 minutes\*\*. While the clock is running, the protection item sits on the order unpaid and its fulfillment is held, so it can never ship before it's paid for. 
* If the payment isn't completed in time, the protection item is removed from the order automatically and the order goes back to its original total — you don't have to clean anything up.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1ijjyrc.png)

**Email reminder before expiry:** 
* Off by default.
* When you enable it, any customer who tapped \*\*Add to order\*\* but hasn't paid receives one reminder email \*\*5 minutes before their window closes\*\*, with a link that takes them straight back to the payment page. 
* The email uses your shop's \*\*Protection payment reminder\*\* template, so the wording, logo and sender name follow your existing email branding. 
*  The link in the email keeps working even after the window has closed. If the customer opens it late, the offer is rebuilt for them and they're taken to a fresh payment page — so a late click still becomes a sale.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_belafa.png)

## Step 4: Write the text
**Text customization** holds the content of the banner for the state you're editing.
* **Heading** — the main line. **Required** when the state is on, maximum **255** characters. A character counter is shown.
* **Description** *(Optional)* — a short line below the heading, maximum **1024** characters. Leave it empty to show only the heading.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1oh565s.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_yndpvh.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1s4ucl9.png)

### The {price} variable
On the **Protected** tab you can insert `{price}` anywhere in the heading or description. It is replaced by the **total protection fee of that order**, formatted in the order's own currency.
Example: `Your order is protected ({price})` → *Your order is protected ($4.99)*
`{price}` is only meaningful for protected orders — an unprotected order has no protection fee.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_10e5izd.png)


### Suggested text
If your shop has never configured this surface, the fields are pre-filled with:
| State | Heading | Description |
| Protected | `Your order is protected ({price})` | `If your order is lost or damaged in transit, we'll replace it at no extra cost.` |
| Unprotected | `Your order is not protected` | `This order isn't covered if it's lost or damaged in transit.` |

These are suggestions only — edit them freely. Text you have already typed is never overwritten.

## Preview
The panel on the right renders a mock Thank you page with your banner in place, so you can check the tone and wording before saving.
* When the state is **off**, the preview shows *"This banner is turned off and will not be shown."*
* When your protection fee is a **percentage**, `{price}` in the preview is an estimate based on a **$100 sample cart** — a note under the banner says so. The live banner always shows the real fee.
Click **Save** in the contextual bar when you're done.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_180hdko.png)

## How it looks for the customer
The same banner is rendered on both surfaces:
* **Thank you page** — immediately after the customer places the order.
* **Order status page** — every time the customer opens the order from their account.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_ks0zf9.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_98gxp.png)


## Troubleshooting
### The banner doesn't appear on the storefront
Check in this order:
1. The state you expect is **On** (Protected vs Unprotected).
2. The **Heading** is not empty — an empty heading renders nothing.
3. The **S: Shipping protection** app block has been added and saved on that page in the checkout editor. The Thank you page and the Order status page are configured separately.