Order Lookup | venntov

It was a great App.. but it stopped working today....11/16

Takes the pressure off updating customers status, but to what extent we haven't been able to determine.

Would be happier if it could be customised in an easy manner, without the need to know HTML or CSS. Simple additions like photos of products purchased etc.

Could be some long term opportunities around integrating with an "edit order" app. Where customers can log in and add / edit their order, ask questions etc.

We find that its not so much of a status update that solves the problem, so may be something to look at.

Over a period when we had 13,278 orders, there were 3,560 order lookups by customers using this app on our site. This demonstrates the use-case of the app in reducing the quantum of customer service calls. However, it must be said that the 80% reduction in customer service calls that the app advertises is quite a suspect statistic.

Earlier in 2014 the app developer made an unannounced change in the language used by the app so that an order that was 'fulfilled' (but not necessarily shipped) on Shopify was marked as 'Shipped' when customers looked up the order. This was regardless of whether any lineitems in the order had a tracking number assigned to them. Typically there is a time lag between fulfillment and shipment, which can last from a few hours to a few days depending on the product. Therefore for several months we actually saw a dramatic increase in customer service calls and emails from confused customers who saw the language 'shipped' when they looked up their order, whereas their order was still in processing. This defeated the purpose of using the app to reduce customer service calls and emails.

After 6 months the developer finally changed the language used by the app back to 'fulfilled' from 'shipped' for an order that was fulfilled. But we're not sure if this was just on our account or for all stores that use the app.

This app works great and helps cut down customer inquiries but the customization is far from user friendly. It is painstakingly customizable with CSS coding only which is different and more complex than HTML. Until this app becomes more user friendly, it gets a three star rating. It takes a lot of time to design the widget to match the design of your store. $10/month for an app in which lacks a lot of customization features doesn't seem to appealing. There is another order lookup app that starts at just $2.50/mo. which allows you to customize everything easily.