Guide Shipping Protection

Here is a bit of information I wish we had known before installing the GUIDE app. First, the dashboard is "under construction", so you have no access to the app other than to install it. You must reach out to support to make any changes or updates. Secondly, when a customer does purchase GUIDE, they receive no information from GUIDE. We changed the language on our site to direct the customer on how to make a claim, but GUIDE currently offers no customizations and doesn't offer any auto messages. Thirdly, we offer our customers the option for IN-STORE pick up instead of shipping, and our customers are mistakingly or unknowingly buying GUIDE for their in-store pick ups. They are of course wanting a refund for GUIDE after they realize the mistake. We contacted GUIDE about the issue. We hoped to just remove GUIDE from orders that select "in-store pick up". The only solution they offered us to get a refund is GUIDE must have access to all our orders so they can verify we refunded the customer for GUIDE on an in-store pick up. Basically, the app doesn't seem fully developed. I gave GUIDE 2 stars because I do think the app seems to have potential but for now, it's lacking a lot of features we expected to have. Last issue, I have reached out to customer service 2 times asking what happens to potential claims if we decided to uninstall the app...I haven't gotten a response.

This is a total disaster. support is terrible. cannot process claims. total scam as far as I am concerned. Im being billed for a free app. If the customer pays .98 for protection why are we as the store charged too? I mean i get the point of the app but dont lie and steal to get people to download. The app isnt free at all. You pay .98 for every customer that chooses to use it. Now the problem is, if theres a claim that needs assistance, there is no one to contact to help us out yet we have to keep paying. There is no login. When you try to it gives you an error message as if it doesnt exist. No account is needed when you pay .98 every transaction and then they bill it to your Shopify. Customers think they are paying that but we are! Im only still using it until i find better. SKIP THIS APP! Update - Guide has still not responded to any of our emails or request from my customers about a lost package. Please do yourself a favor and don't install this app. They are running a scam. I am trying to reach out to Shopify to have them removed, so no one else is scammed by this app and company. Guide does not provide any protection to my customers. My customers can not reach Guide after filing a claim and are not protected. Please do not use this app. I will happily remove once I get any response from the company. The customer service responses have been terribly slow. We agreed to a revenue split, and then Guide never paid us. When we try to ask where our money is we are ignored. Poor customer service. Constantly charging my customers double or triple. Cannot get the refunds. DO NOT RECOMMEND.