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Normally I only give positive reviews or no review. But in this case I am so frustrated with wasting my time that I have to be honest and communicate my experience with this application.
In Summary: App support is consistently available and equally consistently unhelpful. Each time I would ask a question, they provided an answer to another question altogether as if they were not listening or did not speak my language. I shared the dialogues between me and app support with shopify support staff and they agreed the communication was not good and understandably I was really frustrated . They also stepped into help but still the app support just didn’t get it, really frustrating. When I first started using the app (for about the first month), before I checked the details of order pages and before I started getting more orders and encountering problems, I actually liked this application just fine . In fact I said previously that this app is great - the support staff is available 24 hours and the shipping updates info provided to customers seemed rather nicely presented and detailed on the page. However, I changed my mind, after I encountered several issues and the support failed to resolve my issues, even worse it appears they didn’t even understand what I was asking. Even though “support is online” they could not assist well. I have to explain my problem to shopify and they tried to communicate to support but still after many attempts my issues were unresolved. My issue included (1) outdated tracking info and extra shipments appearing on tracking pages after I updated tracking numbers in shopify, confusing my customers and even causing a few to complain and one even demanded a free gift as a token since he was unable to easily track his shipments, (2) at least 10% of shipments delivered by certain carriers were not trackable on the tracking page despite the fact that I precisely followed the instructions laid out by the support staff to make sure all carrier shipments would be tracked. So basically the tracking page was confusing and messy and unprofessional for many orders. Better no tracking page than a confusing one. But hopefully I will find a more professional easy to use application.
I can see that you are not happy with the customer service support as your issues were not resolved. I have gone through the Chat history and can see that your issues regarding - 1) outdated tracking information and extra shipments appearing on tracking pages and 2) 10% of shipments delivered by certain carriers that were not trackable on the tracking page are not being resolved yet.
Please note that one of our experts will get back to you via email. I would appreciate your patience and understanding on this matter as this issue would be dealt with utmost priority.
Our ‘Support Team’ is available 24/7 to provide you with assistance and resolve any concerns that you may have.
We will try our best to ensure that your experience with us becomes worth a 5-star rating.
Regards,
Rupam
Team AfterShip
I've been using Aftership for a few weeks and there are definitely pros and cons.
Pros
The pricing for the premium package is reasonable. I definitely enjoy having notifications sent to my customers. Also, an API that allows them to track their order(s) is great.
Cons
The dashboard summary is nowhere near being accurate - the tracking page shows deliveries happening a specific day while the dashboard does not account for them on that same day. Quite often, I have to add tracking information manually - when that happens, aftership will not capture the destination which makes reporting in this area useless. Although customer service responds in about 24 hours, I usually have to find the resolution to my problem without their help - I will say that I have only contacted them a few times.
Overall, it's an average to maybe slightly below average service given that you have to pay for the important features which do not work perfectly. I admit, this is the only tracking app I've used so far. It has potential to be a great app but it's not there yet.
Wont let me upgrade app. I cant uninstall it just because i want to upgrade, ive already setup a lot of things in there.
Thank you for your review, please respond to the email sent to you.
cool app i used ti track orders. love it can't work without, very very very goooood. essential if you are a beginner
I havent receive any orders to start giving a review
CONFUSING TO SAY THE LEAST. COSTUMER SERVICE IS NOT GOOD ETHER, LOOKS LIKE IT IS FOR PEOPLE THAT HAS TIME AND IS VERY TECH SAVVY
Mal optimisée pour le dropshipping ! L'appli ne permet pas de masquer le transporteur Aliexpress Sandard Shipping s'il est activé. Problème, s'il est désactivé, le statut du colis n'évolue pas avant sa prise en charge par le transporteur local. Cela laisse potentiellement un gap de 10-15 jours avant que les infos de tracking ne commence à remonter. C'est source d'inquiétude pour le client. L'appli est également buggé avec des tracking qu'elle n'arrive pas à faire apparaitre sur la page de tracking ("commande introuvable")... source d'incompréhension pour le client. ET SVP soyez plus transparents sur les features qui disparaissent quand la période d'essai se termine !!! j'ai eu la très désagréable surprise de découvrir que des mails en anglais ont été envoyés à mes clients sans que je le sache ! La personnalisation initiale avait été effacée. Problème : dans le dit mail en question apparaissait Alixpress, j'ai donc perdu un client à cause de vous. Le support était à peine compréhensif. Conclusion: j'ai changé d'appli et je suis allé chez votre concurrent Parcel Panel qui a bien compris les besoins de ses clients en dropshipping. Je mets 2 étoile pour la page de tracking qui est belle
Hello,
Thank you for your feedback.
We are afraid to inform you that we do not have the feature to change the courier name on the tracking page as of now. However, we will update you once we have this feature in our app.
Also, regarding the pricing plans, you can visit our official website or refer to the below link to know more about all the plans.
https://www.aftership.com/pricing/
If are having any other queries, you can connect with us anytime at support@aftership.com or through the live chat feature of our app.
Regards,
Manish Mittal
Good app but the translation in French is really weird... Two good things would be really helpful :
- Ability to edit the translation ...
- Being able to customize easily email template ...
When I first began to use the app, I couldn't track the order. I asked for support and the support team immediately returned me and wrote me about the solution. Now it works! Both the app and the team are wonderful. Thank you very much.
Update: My order was delivered yesterday but in the track order page it's shown as "arrive airport" and no other details. For days there's shown the same status, but if I check the tracking number in internet, I can see more details. Because of this I give 2 stars.
Muy caro su producto. Hay más baratos en el mercado