Guide Shipping Protection

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.

Thus far this app seems like it will help with shipping issues. No problems so far! I can’t wait to see what it’s really about.

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.

I wish I new how they work, how their customer service is, or maybe how their website looks. BUT when I log in it just says error, I don't even know what their correct email is to reach out, can't find their actual page.
So it seems the only way to reach out to them is by providing a terrible review and see what they have to say. I even sent an email to what I thought was the right one, but haven't gotten a response in the last 2 weeks. So if you can't figure out your shit I may as well move on to ROUTE SHIPPING PROTENTION, because I've never dealt with the simple issue of LOGGING IN.

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.

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!

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!

I love the idea of the protection. I had a bit of trouble setting it up because I’m not tech savvy whatsoever. But I will be using it for the first time today. And hope this will ease my customers minds about their packages.

I'd give no stars if I could. This is the WORST app experience I've had by far. The support team is largely uncommunicative. When they do respond, they say they'll have an answer to my question by the end of the day and I don't hear from them again. I've reached out twice and had this happen. At this point I'm deleting the app and going with a different developer.