Return Prime:Return & Exchange

This app has been a disaster for Duradero. The day we turned on automation for returns and exchanges it retroactively refunded all exchanges for the previous 30 days totaling over $20,000. Over $11,000 was directly deducted from our account in one day before we discovered it and turned it off.. We thought it was theft but it was bad programming.

It was difficult to contact them, they are based in India and it took over 48 hours to get a response. After 5 weeks of back and forth they did issue us a $3500 credit in the Shopify store. This issue happened to coincide with an acquisition of their company so this really felt like they swept us under the rug and stalled as long as possible for resolution.

They claim this was some error on our part but how could you possibly have an app that could be programmed to issue retroactive refunds on exchanges??? This was a nightmare and I would recommend NOT using this app.

We used LOOP before, no issues. We now use REDO and would recommend either of those options. REDO is a better value by far and the service level and the team there are tremendous.

The potential of the app is high, however essential menu adjustments (in the exchanges) are not possible.

Besides that you cannot switch off the overlays in the app, which keep showing up every single time you log in, very annoying.

I had high hopes because Return Prime promises a lot, and it priced well (although you need the most expensive plan to enable the features I wanted). This app is not developed to work well with the U.S. Postal Service, especially if you need to automate with tracking of returns. Other than USPS itself, none of the logistics carriers enabled can link to USPS tracking. Getting Return Priem to connect to my USPS business account (that I had to create) took days of communication back and forth with USPS. At this point, I feel like I am a beta tester for Return Prime. On the plus side, the customer service is very helpful. On the downside, you'll be talking to them almost every day. The app will work briefly, and then start having errors again. Either it can't generate labels, it can't collect payment from customers for exchanges or tracking of returns stops working. Based on the other reviews, it seems to work well for some people, but it was almost unusable for me with USPS.

It has bunch of bugs - also support is very low
1) request are not moving automatically even after wonder bot setup is done properly (verified by return prime team)
2) have to keep following up for any issue reported by us , otherwise support team don't care
3)if seller raise return request manually from the backend if customer is unable to do so than none on returns rules applies (in actual rules should be same for every request - right?)

I have installed the app in order to test its features while selecting a return service for my customers. Then, already during the setup guide, the app automatically initiated a customer support chat (I wasn't even asked if I even wanted to talk to anyone yet, I literally just started looking into their app), then followed by sending me an email requesting store access, another email asking to continue the support chat, and then even spamming my phone. After all of that I didn't want to have anything to do with this app anymore, and simply uninstalled it. Seriously, don't push so much, it felt extremely intrusive :/

We’ve used Return Prime since 2023 and initially appreciated being an early supporter during its development. However, the recent experience has been deeply frustrating and disappointing.

Despite multiple written requests to pause or resolve our plan while we finalised negotiations, our account continued to be charged significant overages in two consecutive months. This occurred knowingly, even after we highlighted the issue several times. The charges continued while we were being pushed toward higher-tier plans, effectively locking us in during active discussions.

While the team eventually introduced email notifications and offered credits as a gesture, this only happened after overage charges had already been applied. It felt like a reactive fix to an unfair billing process rather than a proactive merchant-first approach. Other Shopify apps we work with were far more cooperative and paused billing or issued credits immediately during similar plan misalignments.

The lack of transparency, refusal to refund overages, and rigid billing approach even after admitting communication shortcomings reflect poorly on the app’s service. This is especially disappointing given our long-term loyalty and contributions toward product development and feedback.

Merchants considering this app should review the usage-based pricing model carefully. What appears competitive upfront can become unexpectedly expensive, and resolving billing disputes may not be as straightforward as you’d expect from an app on the shopify platform.

I have been with shopify for over a decade and never had such a bad customer experience.