Guide Shipping Protection
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This is a total disaster. support is terrible. cannot process claims. total scam as far as I am concerned.
I love how easy this app is for the customer to use, and the number of headaches that are avoided by their automated service and support.
I use this app to help protect my business and I love it!!!!!!!! 10/10 Recommend. Super helpful to not have to worry about replacing shipments ect!
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.
I recently needed to utilize GUIDE after having it enabled since I opened my website. I am quite impressed with the service. I was hesitant it was too good to be true. Not only did they get back to my customer within 48 hours, the reimbursement was issue immediately. The representative was also pleasant. Overall, I'm happy to offer it. My customers utilize it almost every order.
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!
Thank you for your feedback about our app. We apologize that your experience has not been ideal and we hope to make it right. Please remember that you can find contact information on our website at www.guideprotection.com. If you go to the menu button and click on support, you will find a contact for claims, sales and merchant support. Feel free to reach out day or night and one of our team members will be happy to assist you.
It seems that you also have some confusion about how the app works so hopefully we can clarify and eliminate your frustration. The Guide Shipping Protection app is completely free to you. Your customers are given the option to add shipping protection to their order at checkout. If they choose to do so, that fee is added to their cart total. Because of the way Shopify works, the store receives those fees initially and holds them until the end of the billing cycle. At that time, Shopify pulls those fees and sends them to us. So while it may have appeared that you were the one paying for the shipping protection, we can assure you that you were not. They are just collecting the fees that your customers have paid for our service. We hope that this will clarify the confusion for you. If you have any other questions or concerns, please reach out at support@guideprotection.com and we will be happy to help you further.
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.
I recently installed this app & thus far, I have no complaints. It is easy to use, it was an easy install & it offers me the satisfaction to effectively operate my business with one less thing to worry about on behalf of packages. It also gives customers the satisfaction that their packages are being handled with care.
Great product. Allows us to save revenue and saves of time rather than having to file a claim with carriers.
Guide is a fabulous app. I've installed it on any store that I've launched, and just installed it on my newest store! Guide has a fabulous interface and is soooo simple to use compared to filing claims with USPS. This allows us to offer our customers a higher level of service and control over how much they want to protect their packages. Any time i've needed help with setup/general support, they have been so quick to help. I recommend them 100 times over!