CWILL Returns & Exchanges

CWILL’s handling of our billing complaint has been unacceptable.

We pay for an automated returns service, yet have spent considerable time chasing explanations for recurring carrier adjustment charges and repeatedly pushing for the full problem to be investigated. Basic questions remain unanswered, and we still have no clear timetable for completing the review or preventing further avoidable costs.

CWILL’s own initial screening identified 35 DPD return labels with adjustment charges totalling $632.31. Those are only a filtered subset of the 239 labels now being considered in the wider review. The validity of these charges remains disputed.

One example illustrates the unanswered questions. The boots weigh 1.4kg including their box, our current default package weight is 2.5kg, yet the adjustment record shows 1kg declared and 5kg billed. We still have no explanation of where the 1kg declaration came from or the evidence supporting the 5kg billing.

CWILL’s team previously helped us configure the app. When unexpected charges started appearing, we expected clear technical answers and a coordinated investigation.

Instead, we spent considerable time chasing updates, repeatedly explaining that one parcel was an example of a wider problem, and being asked to check a filtered spreadsheet for missing cases ourselves. We pay for this service and expected the provider to lead that work.

CWILL has now agreed to review the wider records, retrieve information it already holds and coordinate with Shippo and DPD. That is welcome, but we still lack a confirmed cause, a timetable for completing the full review and a corrective plan.

CWILL has also warned that reimbursement of every adjustment cannot be guaranteed. We understand that charges need investigating. What remains unclear is what responsibility CWILL will accept if its configuration or integration caused avoidable costs.

At this stage, the combination of unexplained charges, repeated chasing and unresolved accountability means we cannot recommend CWILL based on our experience. We are actively evaluating a replacement.

I will update this review with the investigation’s findings and outcome.

Just switched over from Loop Returns and I wish I did it sooner. Their onboarding had me stuck for weeks. Here I installed the app and was basically set up the same afternoon, mostly thanks to the live chat support.

Mig answered every question I threw at her: custom badges, auto approval, how exchange orders sync back to Shopify, return shipping fees, all of it. When I hit a wall building my automation workflow, he created a draft on his end so I could customize it instead of starting from a blank screen. I walked away with returns and exchanges auto approving, USPS Ground labels only, and a self serve portal my customers can use without ever emailing me.

I run a small beauty brand and do everything myself, so support like this is a big deal. Highly recommend.

Mig was incredibly helpful in getting the CWILL app set up for our store. She was patient, knowledgeable, and guided me through the entire process step by step, making sure everything was configured correctly. She answered all my questions quickly and made what could have been a complicated setup very easy. Excellent customer service — highly recommend!