Resources · Guide
The order-protection guide
An explanation of what order protection generally is, how it is typically structured, and what to check before you rely on it for a specific purchase.
What order protection is
Order protection generally refers to a programme that helps customers seek a remedy when an online order does not arrive as expected — for example, when it is reported lost in transit or significantly delayed. It is usually offered alongside a purchase, either by a retailer, a checkout provider, or a third-party programme administrator.
The exact scope of any programme — what is covered, how long a review takes, and what remedies may be offered — depends on the terms that applied at the time of purchase. Wayco provides technology and support services that help customers check an order and submit information about a delivery issue; Wayco does not decide coverage outcomes on its own and does not guarantee a particular result.
How it generally works
Most programmes follow a broadly similar pattern: an order is placed, a delivery issue occurs or is reported, information is submitted describing the issue, and the submission is reviewed against the applicable terms. Reviews can take time because they often involve checking delivery records, confirming timelines, and, in some cases, contacting a retailer or carrier.
Because programme terms vary, the specific waiting periods, submission windows, and available remedies for your order are set out in the order-protection terms that applied when you purchased, not in this guide.
Preparation checklist
- Locate your order confirmation and any shipping or tracking references.
- Note the date the order was placed and the expected delivery window.
- Check the delivery address on file for accuracy.
- Review any communication from the retailer or carrier about the order.
- Identify whether the issue is a missing order, a delay, or something else.
Information typically requested
Submissions generally ask for details such as an order or reference number, the retailer name, the approximate purchase date, a description of the issue, and any supporting documents you have available. You should only submit information you are comfortable sharing, and avoid including payment card details or other sensitive identity information in free-text fields.
Common mistakes
- Submitting a request before an order's expected delivery window has passed.
- Providing a reference number that does not match the retailer's order confirmation.
- Describing the issue in vague terms rather than what actually happened.
- Assuming a submission guarantees a particular outcome or timeline.
Important limitations
Next action
Start by checking the status of your order, or move directly to submitting a claim if you already have the details ready.
Related terms: Order-protection terms · Claims terms