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I just installed the app and before I knew I got a call from customer support and they helped me to understand the use of the app and connect ups to the app with no issues great customer service!!!
Thank you Sibi!!
Great customer service very responsive, and dealt with my setup and queries the same day. thanks again
Very easy onboarding and call
Liking it pretty well so far. Great customer service very responsive. They reply to emails quickly and are avialable for Zoom calls.
First I would like to say that the customer service is unbeatable!! Their customer service team is amazing. They are very knowledgeable and extremely helpful. I wish all companies had customer service like this. My rep was Sibi Firoz, he was super helpful in fixing my issue, he also helped me fix an issue that was not related to the app, which was amazing!
As far as the app itself, it is okay. I think it is annoying how you have to go through a third party. I would much rather just deal with everything via shopify shipping tab. Also, the app does not label the order as fulfilled. You have to go back and do that yourself, again annoying. My DHL account is also a third party and when i print labels through their extension it translates over to shopify and marks the order as fulfilled and provides tracking emails for the customer. This app does not do that.
My other issue is that it does not automatically provide a packing slip. I had to go back in settings and change that, which my amazing customer service rep helped me do, but still, annoying. I would think that my shipping settings from shopify would transfer over, which they don't, you have to go back and redo it.
The packing slip they provide you is not the same one as the shopify one. I love the shopify one because it includes my company's contact info at the bottom so customers can easily find out email if needed. The packing slip PH generates does not do that, and it requires you to add a personal name to the address, which I don't really like. What if I don't want a personal name associated with the brand, I found that to be super annoying.
I am still deciding on whether or not I want to keep using this service, I don't know if the discounts are worth the headache of going back and manually filling the order as fulfilled and the ugly packing list. I saved a couple of cents on every label, but geez this is messier than I could like. Also, this is going to be a headache teaching the rest of the fulfillment team how to do it. I foresee a lot of mistakes in the near future until everyone gets the hang of it. I know this may sound nit-picky, but these little details do make a difference when the message needs to be relayed to a bigger team.
Customer service : 5 stars
Actual App: 3.5 Stars
Dear Diva,
Thank you for your positive feedback regarding our customer service team. We take great pride in delivering exceptional support.
We understand your concerns and sincerely apologize for any inconvenience caused.
I am delighted to inform you that we have effective solutions for each of the concerns you mentioned, and they can be easily addressed with just a few adjustments. I have outlined the solutions for each case below:
1. Once you print the label, you can use the "Mark as Fulfilled" option in our app. This will automatically update the order status to "fulfilled" and send tracking emails to your customers. You can either perform this action individually for each order after generating the label or choose to do it in bulk for all orders once you have prepared the packages for shipping or handed them over to the carrier for pickup.
2. We have enabled a packing slip option in the settings. Now, the packing slip will be automatically printed along with your shipping labels without requiring any additional changes from your end.
3. We also offer a packing slip template that perfectly matches the Shopify packing slip. If you confirm your preference, we can enable this option for you. Furthermore, you will have the flexibility to customize the packing slip according to your preferences.
If you find it more convenient, we can schedule a call to walk you through the process and address any further questions you may have.
We look forward to your reply.
Very good and proactive support team. My issues were resolved promptly with great professionalism. I recommend this product for all Shopify users.
Excellent customer service. Manohar was great but the limitations of the product prevented a great resolution.
We have customers come to us, often when they've pre-ordered, and ask to make a change to their order. So, we make the change in Shopify and update the order. Based on my initial understanding, the "update" webhook should have picked up the change of product. It did not.
It turns out I have to go find the order in PH MC, change it's status, then go back to Shopify Order screen and make the change and add a "space" or some other change to the address and THEN click the update button to make it import correctly.
This kind of obtuse "work around" is what we're trying to avoid by going to Shopify. When we make a product change to our order, it often changes the packaging and shipping costs.
Given some of the other great features of this App, it's hard to imagine this use case slipped through the cracks.
Dear Scott,
We sincerely appreciate your kind feedback regarding our Customer support. However, we regret to learn that our product hindered you from attaining a satisfactory resolution.
Regarding Order modifications, we would like to provide you with a simple solution. Prior to making any adjustments to your order in Shopify, we kindly request that you update the order status in the app to "INITIAL." Once this is done, you can proceed to modify the order in Shopify, and the app will automatically reflect these modifications without requiring any further action from you.
Additionally, we are thrilled to inform you that we have an upcoming release scheduled for the second week of July. This release will enhance the seamless experience of handling Shopify order modifications, offering you even more convenience.
If you would like to further explore the recommended process for Order modifications, we would be more than happy to arrange a Zoom call with you.
Please feel free to reach out if you have any questions. We are here to assist you.
Thank you for your continued support.
The app is working as described, and the customer service has been extremely helpful.
We have been using this app now for several days without any success. We are based in Scandinavia. Rates are not showing correct. Dual or confusing answers from support sometimes regarding setup and configuration. Tried for hours to connect a Thermal Printer without success thru this app. I like the idea for the app to arrange and handle freight labels thru one point but it has not worked out so far. Support seems quite fast in reply. We give this some more days. If everything not working out it is no point for us to have this app.
I tried to set it up on my own first but didn't succed but fortunatly Shashi Kumar from customer service called me and asked if I wanted any help. So professional! I love that support and he helped me get everything right and now it runs very smooth. Love this app!