Parcel Panel Order Tracking
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Very bad tracking app that do not track order correctly, It does not update tracking on my order with Colis Privé and the support is very bad and will not help you.
Hello Mister Gift,
Thank you for sharing your feedback, and we’re truly sorry to hear about your experience. We understand how crucial accurate tracking updates are to your business, and it’s disappointing to learn that we didn’t meet your expectations, especially with your Colis Privé orders.
Even though you’ve uninstalled our app, we’re committed to providing you with a comprehensive report on this matter. Additionally, our manager will reach out to you personally to discuss the findings and address any outstanding concerns.
We appreciate your past support and trust in our service, and we value the chance to improve based on your experience.
Best regards,
ParcelPanel Team
Was really excited to download this app, the customer service from outset was really good and we had high hopes.
On paper the app offered all the functionality we needed as we wanted to start proactively notifying customers by email when their parcels were out for delivery, delivered, and if there was a failed delivery (proactively notifying the customers so they could re-book delivery with the carrier).
However, only when starting to use the app did it become apparent there were a number of shortfalls. The first being that Parcel Panel shipping data can lag the carrier data by up to 6 hours.
This wouldn’t necessarily be an issue, however the “Track my Parcel” button contained in the Parcel Panel emails sent to customers (out for delivery, parcel delivered, failed delivery etc) can only be linked to the Parcel Panel tracking page (the one that uses 6hr lagging data) and not directly to the Carrier Tracking Page on the carrier website (which uses real time tracking data).
What does this mean, well if a customer clicks “Track my Parcel” from a Parcel Panel email, the data they see may be up to 6hours out of date. Not ideal.
The approach of only linking the “Track my Parcel” button to the Parcel Panel tracking page and not the Carrier Tracking Page also poses a problem when a customer receives a failed delivery email from Parcel Panel, as rebooking a missed delivery can only be done via the carrier website which cannot be accessed by the email sent.
This one of the major issues for us as we'd be essentially sending a missed delivery email to our customers highlighting that they needed to rebook delivery for another day, however they would have no ability to rebook their missed delivery from the email we sent. Not good customer experience, particularly for a customer who has missed delivery of their parcel.
I did pose a simple solution to Parcel panel, asking them if Shopify Merchants could be given the option to choose whether the “Track my Parcel” button in the Parcel Panel emails goes directly to the Parcel Panel tracking page or the Carrier’s Tracking page. Even with the missed delivery example above considered, the request was rejected by the team stating that the App's aim is to keep customers in its own eco-system.
More broadly, while it is possible to use Shopify’s native email notifications in place of Parcel Panel’s (out for delivery, delivered) - these emails cannot be configured to use Parcel Panel’s variables meaning delivery data contained in the email is basic a not as much of a value add to customers. Please note this point is not a limitation on Parcel Panel’s side but worth noting as it’s the only alternative to the Parcel Panel emails.
I don’t like to leave negative reviews however I wanted to make others aware of the limitations as we didn’t identify these until we had invested a significant amount of time setting the system up. Only when it’s live and active do you see the shortfalls.
Hi there,
Thank you for providing these precise feedbacks. All your voices will be heard and will be delivered to our product manager. Our team has provided a solution of email notification for you.
For variables, there are a lot of variables can be placed in our email templates and many of them are very popular among users. However, in case for Shopify, Shopify indeed is not realistic to take other third-party app variables, since there are tons of application on this platform. We appreciate your time in leaving feedback and hope we can assist you in the future.
We hope you will give us another chance to make things better. We sincerely appreciate your ongoing support and look forward to hearing back from you.
Warm regards,
ParcelPanel Team
This is the worst customer support ever! Hidden charges, you will be charged secretly from random things without explanation. I had spoken to Maryam and she ignored me and forgot about my support ticket. She said it would be resolved immediately and she did not respond for 40 minutes. She also did not follow up after I reminded her. Terrible customer support staff, garbage hidden fees they don't tell you about. Use other apps and AVOID this trash app. Unbelievable how people pay for their garbage app. WORST experience ever.
Hi there,
Thank you very much for your feedback, we apologize for not being able to get back to you promptly as the time you contacted us coincided with our agent shift turnaround time and there were some gaps in between.
In addition, the charges in the screenshot you provided to us include two billing cycles, this is because Shopify collects all app charges based on your Shopify billing cycle end day, not the Parcel Panel billing cycle end day. However, the calculation is based on the billing cycle of our app. These two dates are different, which can cause misunderstanding and we understand. Therefore, our team has initiated a refund for your account as soon as we receive your feedback. Please be assured that we are committed to presenting our packages more clearly.
If you have any additional questions, please don't hesitate to reach out to us. We are more than happy to assist you in any way we can.
Warm regards,
Parcel Panel Team
Update to reply: Track my orders in real-time means customers see real-time tracking of the parcels! This doesn't not mean Shopify sync. Please amend your misleading wording to state it means Shopify sync and NOT courier tracking.
I also suggest you amend your chat support practices as they are extremely pushy for positive reviews by yourselves, therefore skewing the ratings.
Misleading Information on 'Real-Time' Tracking: What you need to know
I have been trialling this app for 2 weeks and had high expectations; however, it isn't what it says it is. They state, track your package in 'Real-Time'. This is NOT the case and they are falsely advertising this. They tell me it takes 4-6 hours on average to get the courier updates. This isn't good when you have fast shipments and the package is out for delivery, the customer wont get an email update until it's too late.
The app cannot get granular information about where the package is. I use DPD uk and they cannot add the postcode so all you see is that the package is at a 'DPD depot' which can mean anything.
The tracking page app map doesn't show correctly the delivery address nor location of the parcel. The map often just says it's at a DPD parcel shop!
I also have an issue with the way they collect reviews. You are constantly bombarded with review requests after you chat with them. They put multiple pictures and text pleading for a review. I now know why this app has many 'service' reviews and not a lot about the app itself.
I will be uninstalling this app for the above reasons as it does not work like they say it does. Be warned.
Hi there,
Thank you very much for your feedback.
We want to kindly clarify that "Track my orders in real time" means that we sync your orders from Shopify to Parcel Panel in real time, so that all your customers can track the shipping status of their orders from the tracking page in real time. We apologize for the misunderstanding.
Once a customer places an order, the data is immediately transmitted from Shopify to Parcel Panel admin through a Webhook generated by the New Order. However, the speed of shipping information transmission from the carrier is not within our control, as the carrier is the source of this information. It has been observed that some carriers are faster than others, with an average transmission time of 4-6 hours.
Besides, Regarding the DPD UK issue. We have already included the zip code of the order in our API. However, we have noticed that DPD UK does not allow third party tracking apps to access more detailed information. We believe this may be for security purposes, and we completely understand and respect the measures taken by the carrier.
We highly value the experience of every user and are committed to ensuring that our application meets the needs of all users. The reason for our decision to suggest users leave reviews is that we recognize the importance of everyone's feedback in helping us enhance and deliver the utmost quality of service. We wholeheartedly welcome all forms of feedback, whether positive or negative, as we strive to adhere to Shopify's standards and optimize our application for the benefit of all users.
Best Regards,
Parcel Panel
Not good for big stores. Prices too high. And take care...there is no customer service. They didn´t answer by chat and by email. Not recomended
UPDATE:
Hi team,
Zesuir here, the manager of ParcelPanel support team, sincerely hope you are doing very well.
Firstly we're sorry for the bad experience, thanks for your honest review left in Shopify App store, your feedback is significant for us to improve our service, really appreciate that.
Our support team sent you several emails about your feedback, you can search this email address to check it: parcelpanel@uppercommerce.com
Sincerely wondering what can we do to make your experience to a 5-star one?
Secondly, recently we specially organized a service team, carefully checked your ParcelPanel account to make sure everything is working perfectly, including the courier matching, store theme adaptability of tracking page, sync and update process, etc,.
If you have any question or concern, please feel free to let us know, we are always glad to help you.
Thirdly, 2020 has gone, Chinese New Year is coming.
On behalf of the entire development team of ParcelPanel, I would like to express our sincere wishes to you and hope that you will get better and better in the new 2021.
Stay Safe
Best Regards
ParcelPanel Support Team
This app is sending out emails to my all customers saying they have a delivery exception! When in fact, when I check with another app it shows the items are in perfect transportation. This is horrible and is ruining my business! I am beyond mad at this app and waiting to hear from their developers! STILL NOT UPDATED! I have shipments that have been shipped and are in transit and this app is still showing the order is "pending" or "Label created" and it's been 6 days! I'm about to uninstall this app!
Hi there!
Our deepest apologies for the inconvenience that this has caused! As our system updates orders' tracking details from courier official website, we have no access to change order tracking details. The problem you have met was a keywords hiding issue. Please rest assured that we have modified it and everything works well on your account. We will continue to provide better functions and service to our customers like you.🤗
Should you need any other support, please do not hesitate to contact us on Live Chat.
Best Regards,
Parcel Panel
For a year, I use this app and pay 9 euros a month. And it worked fine. Until now all track and trace text is shown in Chinese all of a sudden. Without warning or announcement nothing. Contacted support they say I now suddenly have to switch to another abonomment which costs 50 euros a month. So 40 euros more. Is the and SCAMM? Bit sad if you do this without announcing it in advance. I have angry customers lost two orders because of that they cancelled. This has cost me 364 euros. Thanks a lot!
Hi,
Thank you for your feedback, and we sincerely apologize for any inconvenience you may have experienced. Our tracking information relies on data sourced from your courier's websites, which means that our system automatically matches the tracking information provided by your courier, regardless of the language used in their system. Regarding the specific order you mentioned, it appears to be associated with a Chinese shipping company, which is why their system provides tracking information in Chinese.
Please rest assured that our intention is not to pressure you into purchasing a larger subscription plan. We do not derive any financial benefit from this recommendation. Our suggestion to automatically translate your tracking information is solely for your benefit, aimed at preventing any potential issues in the future.
We are sorry again for the inconveinience you have expirenced and we really disire to help you solve the concern, if you change your mind please directly contact us. Thank you.
Best wishes,
ParcelPanel
Worst app ever, all the emails and notifications end up in customer's spam folders. After this, I asked for help and they asked me to configure Klaviyo to trigger the emails but without any templates.
Really a waste of time and energy.
Hi Graphene X,
We understand how frustrating it can be when our app doesn't live up to your expectations, and for that, we sincerely apologize. Our team is disappointed that we couldn't meet your needs this time, and we take full responsibility for that.
We value each and every one of our users, and your issue is of utmost importance to us. Rest assured, we are working diligently to find a solution for you. In the meantime, we are helping you create an email template that fits your needs and can be directly used on Klaviyo. We are also assigning you a dedicated account manager who will assist you with any further issues you may encounter with the app. Your account manager has already reached out to you via the email associated with your store with a solution.
We hope you will give us another chance to make things right. We sincerely appreciate your ongoing support and look forward to hearing back from you.
Warm regards,
ParcelPanel Team
HORROR - DO NOT INSTALL
(writing this from my 3rd store)
I thought this app works for a long time, and I've turned on option so my customers get notified when their order is Ready, In transit or Delivered.
But this fkin app does not work. It said Order READY all the time when the clearly orders were delivered and my customers opened up disputes few days before they recieved their orders and they all won dispute causing me to lose thousands of USD because of this fked up app. DO NOT INSTALL TRUST ME:
You'll regret it, it's full of bugs and doesn't track properly. I'm going to take legal action against this app and they'll see how it is whne you get fked up
Hi there,
Thank you for your trust and taking the time to leave a valued feedback for us. We are terribly sorry for the inconvenience and troubles caused to you.
After thoroughly reviewing your accounts, it appears that the problem you're encountering is due to a mismatch between couriers. We have solved this issue already and all your orders are updated with the latest tracking info, you could confirm it on your side. And this issue will not happen again in the future, you could rest assured of that. In terms of the detailed reasons and solution, we have explained to you through our official email, please kindly check your mailbox.
Sincerely apologize that we fell short of your expectations.🙇 And much appreciated for your patience and understadning.
Kind regards,
Parcel Panel
The app is good but not for big stores. I am using it but I have to find a better solution. When you start to have many orders, the price is increasing too much for the service. Others reviews saying "cheap" are not doing business obviously, maybe fake comments.
UPDATE:
Hi team,
Zesuir here, the manager of ParcelPanel support team, sincerely hope you are doing very well.
Firstly we're sorry for the bad experience, thanks for your honest review left in Shopify App store, your feedback is significant for us to improve our service, really appreciate that.
Sincerely wondering what can we do to make your experience to a 5-star one?
Secondly, recently we specially organized a service team, carefully checked your ParcelPanel account to make sure everything is working perfectly, including the courier matching, store theme adaptability of tracking page, sync and update process, etc,.
If you have any question or concern, please feel free to let us know, we are always glad to help you.
Thirdly, 2020 has gone, Chinese New Year is coming.
On behalf of the entire development team of ParcelPanel, I would like to express our sincere wishes to you and hope that you will get better and better in the new 2021.
Stay Safe
Best Regards
ParcelPanel Support Team