Guide Protection + Returns

Guide has provided our customers extra layer of security and many of them opt-in. We have had 2 shipments damaged by couriers so far and dealing with Guide has been straight forward process, both to us and our customers. We recommend them to protect your shipments.

Guide gets a 10/10 from the team here at Vette Lights! They have been instrumental in keeping customer satisfaction up and helping avoid those awkward times of waiting on the carrier to come back and close out an investigation after weeks of customer frustration. Would 100% recommend to anyone that regularly ships customer orders and is looking to make for a pain free process for their customers when the unexpected occurs!

02/17/2021 Update: They got back to me and answered my questions. App in great and I appreciate getting back to me. They said they were slammed with the Holidays/COVID and they didn’t have a big team. I understand but would say they should work on that a little. But overall The app is good, very easy and user friendly. 01/03/2021 Okay app, Great potential. Horrible customer service. Emailed them once they got back to me, Awesome! Emailed them back the same day (in less than a hour) to ask a couple more questions... nothing. Emailed them again the next day to see if they received my message... Nothing.. So I gave it almost 3 weeks to try one more time... Nothing. This app has potential but I still have questions and I feel bad to leave a bad review but I would like to continue using this app.

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.

So many of our customers include this in their orders! It has taken so much weight off our shoulders when it comes to dealing with upset customers over their lost/damaged in shipping packages! Truly does help out! Only reason I give it 4 stars and not 5 is because their only reimbursement method is PayPal. If you don't have that it's very limited in how they can reimburse you for the gift cards they issue.

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.

Great product. Allows us to save revenue and saves of time rather than having to file a claim with carriers.

Very easy to install I added a claim page to make it easy for buyers to put in a claim as needed . So far so good had a buyer put in a claim recently I ask them to report any bad experience. They reported they were delighted with the experience and results. Worth a try. Sam Diy Part Center Inc

This app is great for our customers. It really takes the worry out of what to do about lost shipments. Installation was a breeze. A big win for the customer!

So far this app has been very beneficial for a few of my customers. One of my customers said they never knew this existed till they saw it available on my site.