Guide Protection & Returns

This app ease of mind for our customers and helps us pass on some additional cost. Very straight forward and fairly easy to setup. They have made some updates recently that have made it easier during workflow.

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.

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.

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.

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 am so happy to have installed this app. So many of my customers are taking advantage of this. No headaches and straight forward compensation for shipping protection. Good luck to the team here.

I switched to Guide Shipping Protection after competitor rates increased. So far, the experience has been great. Customer service is quick, with questions answered promptly within 24 hours. Onboarding was also a breeze and took just a few minutes.

After submitting a claim or reaching out via email, customers received updates within 24 hours with actual solutions. With Guide's competitive rates, customers are more inclined to opt for shipping protection with their orders which greatly helpful as a seller.

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.

Easy installation and plenty of options to help your customers. puts it on the cart page and gives the customer the option to opt in or not

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