AfterShip Returns & Exchanges

We have been using Aftership for years howvere, features needed for reports that used to be offered have been put behind upgraded paywalls. Additionally, the app will sometimes not load at all and will need to be restarted multiple times.

Customer service does respond fairly quickly.

Karan provided me with satisfactory service after days and days of getting terrible, unhelpful responses. It is difficult to determine if I was actually assisted or if enough time went by that the issue resolved itself. Overall I am dissatisfied with the way this way handled but very grateful that Karan provided me with actual customer service in the end.

The app has been useful to assist in returns, however we often experienced difficulties opening the app to use.

Pros: Clear information, Easy to Complete, Visually appealing, link to order is very handy
Cons: Cannot search or filter by item or reason, cannot resent emails, cannot change status back if needed, cannot choose or change the resolution if the customer's is not accurate, cannot add tracking info right from our end, does not show approved/rejected date and time.

We have been using AfterShip a smidge over a year now. Before this week, I may have given them 4-5 stars; however, there was a change to the app that overrode our return rules; creating an issue for our users.
In trying to force an upgrade, at a 70% cost increase, our app no longer functioned as before, nor as desired.
After working with support for three days, it was finally resolved today, when the agent, Ayush, removed the forced upgrade. Now our app appears to be performing as needed. There is no way for the user to work around the upgrade and it is not clear that is the issue.
All you will need is some patience, an understanding of how the app is supposed to perform for your site, and a fierce determination to reach a support agent who will comprehend the issue and needs of the customer, and be willing to stick with it to make the correct changes.

The app works great if the return is for a single box. We have processed hundreds of returns with this app and have been relatively satisfied overall.

One challenge: If a customer has multiple boxes to return, there is no way to provide multiple shipping labels to the customer. At that point, we need to manually create electronic shipping labels and email over to the customer. This defeats the purpose of the app.

Additionally, In the past month, I've seen a large volume of customers say they never received the secondary email after we've approved them for a return. At that point, there is no way for me to re-send the confirmation email (which contains the optional return label for them to print). As such, I typically need to manually save their return label and send it over to them on my own. Again, this completely defeats the purpose.

It would also be nice to be able to easily change shipping label weight and dimensions for each return as we have hundreds of different size and weight packages.

If you need a return solution for single, uniform boxes, this app should be great for you. If you need anything flexible or variable (or if you have customers who potentially don't receive emails from the app) then you might not be satisfied with this app.

Needs support for replacements and exchanges to be highly useful.

Needs lots of improvement. When we asked about the features we needed, the short answer was "maybe".

I used this app to help me organize and keep track of my returns. It does great for offering prepaid labels but I wish it would allow me to change a status, like when a customer has already asked for a refund to original payment but would like to change it to a store credit.

This is a great app. It’s easy to install and works wonderfully on my theme. It makes my website more professional.
Check it out: www.lussocitta.com

Update: I don't mind paying for the app, however this dramatic increase in price is hurting. Still trying out this new version, hopefully I don't need to delete it like others.