Reviews (11)
Broken Promises, and Zero Accountability. Read Before You Install.
We've been using ReturnHelper for 5 months. For the first few months the service was functional, and we had no major complaints. What followed over the past several weeks is the reason we're writing this review, and we want other merchants to have the full picture before signing up.
The Consolidation That Never Came
On May 5th, we created a consolidated shipment (CNS260505-0000001) to recall 380 RMAs from their US New Jersey warehouse. Their own SOP explicitly states this process takes 3-5 business days. We are now past a month with no dispatched shipment and no confirmed delivery date.
This isn't a minor delay. The packaging materials sitting in that shipment are required for us to fulfill customer orders. Every day this goes unresolved is a day we cannot ship to paying customers. The financial impact has been direct and significant.
A Pattern of Non-Communication
The delay itself was frustrating. The communication around it made things far worse.
Getting a response required sending multiple follow-up messages for every single inquiry. A typical exchange looked like this: we'd ask for an update, hear nothing for 2-3 days, follow up again, receive a vague reply with no actionable information, then repeat the cycle.
This was not a one-time occurrence. It was the consistent pattern across weeks of escalation.
At one point, our account manager Eric Wong left our shared Slack channel without any notice or explanation. We had to chase the team just to understand what had happened to our primary communication channel.
And now they have completely stopped replying to all our messages on Slack, our emails, and no one in their company seems to respond, we do not even understand what is happening.
Promises Made, Promises Broken
Over the course of this ordeal, ReturnHelper's team gave us the following commitments:
"It will take 3-5 business days" (May 5th — their stated SOP)
"It will be completed this week" (given after we escalated at the 10-day mark)
"Earliest next Monday, could be shipped the same day" (given after we escalated again)
"Almost done, will be fully completed this week" (given the following week)
None of these deadlines were met. Each one passed without proactive communication from their side. We had to chase every single update ourselves.
When we finally asked to escalate to senior management, we were told management was "on high alert" and the shipment was being "prioritized." The status did not change.
The Impact on Our Business
We operate a growing e-commerce brand. Returns logistics is not a peripheral function — it directly affects our ability to restock, reship, and serve customers. An 18+ day breach of a 3-5 day SOP, with no clear resolution in sight, is not an operational hiccup. It is a failure of service that has cost us real money and damaged our relationship with customers who are still waiting.
Our Advice to Other Merchants
If your business can tolerate unpredictable timelines, minimal proactive communication, and significant manual follow-up effort to get basic updates, ReturnHelper may work for you.
If you need a returns partner that does what it says it will do, within the timeframe it commits to, and keeps you informed without being chased — look elsewhere.
We are in the process of doing exactly that. We have kept a full documented record of this situation, including every message, every commitment, and every missed deadline. We are sharing this review because we genuinely wish someone had warned us.
We have reported this app to Shopify in order to flag it to other merchants.
