Navidium Shipping Protection
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Reviews (391)
FINAL UPDATE — Important Questions Still Unanswered
The developer now states publicly that Navidium no longer offers the auto-opt-in configuration we used for 4 yrs and that most merchants have been migrated to a dual-checkout-button setup. That raises an obvious question: if the previous setup rarely affected conversion, why was it discontinued and replaced?
More importantly, during more than four years of use, we do not recall receiving proactive communication advising us that this recommended configuration had changed, that merchants were being migrated, or that we should review our existing cart setup.
In fact, during that period, we do not recall receiving substantive product updates or proactive guidance about Navidium itself. The communications we received were largely promotional in nature, including requests for reviews and information about other apps.
When we uninstalled the app, the developer contacted us immediately asking why. On August 22, we replied that we believed the app was negatively affecting our conversion rate. We received no response to that concern for seven days, until after our public review was posted.
Another major point that remains unanswered is the discrepancy between Navidium’s own reported revenue attribution and our Shopify analytics. Navidium told us we had generated tens of thousands of dollars in “additional revenue” through the app, yet those figures did not align with what we could independently verify in Shopify. We would have appreciated a clear explanation of how those numbers were calculated rather than seeing them repeated publicly as evidence of the app’s success.
And for clarity, despite the very personal tone of his response, I have never personally interacted with co-founder J.F. prior to this public review.
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In response to the developer:
Our decision was driven also by reviewing real-time customer session recordings with our own eyes, showing shoppers directly confused by auto-added cart fees and experiencing cart friction.
Additionally, our email documentation with the developer shows that this app's custom code set our dynamic express payment buttons to visibility: hidden;, breaking core mobile checkout functionality. When we originally reported these cart drawer glitches, he dismissed express checkout options as 'totally unnecessary'—despite 1-click payment options being critical conversion drivers for online stores.
Furthermore, the app's internal reporting and revenue attribution are drastically inflated. Our Shopify analytics data is not even close to this application numbers and 50X.
The developer also stated publicly that his team supported us “often.” Our records reflect approximately two or three support interactions during more than four years of use. We were also uncomfortable with the developer publicly citing disputed revenue estimates and financial ratios relating to our store without our consent.
Given our sales volume, even a very small reduction in completed orders could represent thousands of dollars. The exact conversion impact cannot be calculated retrospectively without controlled A/B testing, but the potential financial effect was significant.
Again, we deeply regret using the automatically added configuration for so long. We are sharing our documented experience so other merchants know to test their mobile carts carefully, confirm that express-payment buttons remain available, and compare the app’s reporting with their own Shopify data.
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We have been using Navidium for a few years after developers recommended setting it to automatically add shipping protection to the cart. We recently realized this app was tremendously hurting our conversion rates and losing us thousands of dollars in lost orders over the years.
The reality is that customers do not want extra unexpected fees automatically added to their cart. It creates a frustrating experience—especially on mobile devices, where shoppers found the toggle confusing or couldn't figure out how to opt out. Many visitors simply abandoned their carts thinking it was a hidden charge.
On top of the poor user experience, the app created constant code glitches in our cart drawer for years. You might think you're making extra revenue with this app, but you are actually losing far more money in abandoned carts.
With Shopify offering built-in shipping protection options now, there is zero reason to install this. It ruins the buyer experience, hurts conversions, and only benefits the app developers collecting monthly fees. We deeply regret ever using it.
Thank you for your feedback and review. As developers we might not love negative reviews, but they are critical to the learning process and at the end of the day give us a way to be able to understand, learn, improve and support our merchants best.
I’m sorry you feel you had a negative experience. I’ve reached out personally to you, but sadly was ignored, and instead it seems the only way this conversation is taking place is publicly on the review.
I don’t think it is in the best interest of either of us to go back and forth publicly.
However, since others will read this we will just leave our position here.
The merchant used Navidium for a few years, and Navidium as a platform has continued to evolve. In fact, we no longer offer “auto opt in” for over a year, and have migrated to dual checkout buttons for most merchants.
As with anything in ecommerce thing evolve and conversion rate is the prime example. We’ve tested the impact of shipping protection on conversion rate multiple times, and many of our merchants do as well. In fact, we encourage merchants to absolutely test it. What works for one doesn’t always hold true for someone else.
The nice thing is that you shouldn’t need 4+ years to know if it hurts your conversion rate, normally that should be something you can see within days, and can easily revert back or have our team help. There is multiple ways to make offering protection work, and our team is always willing and ready to customize and support merchants with any need they have.
Express checkout buttons are certainly helpful, and they appear in multiple places across the site depending on set up. In this instance, the merchant had specific issues related to their cart size, where a timer was present and the total combination of protection + express payments + timer was too much. We recommended not having express payments on cart and leave it on checkout instead to remove the cart crowded look at the time.
If you are considering Navidium, know that our team will always be here to assist and help. It’s upsetting to feel like someone you helped and supported for 4+ years suddenly feels so much animosity towards you.
There is always two sides to everything, and while it is very possible that ultimately Navidium wasn’t a fit for this merchant, the reality is this wasn’t something that was brought up to us and we ignored. This really came out of the blue for us. In fact, the whole express checkout button leaves out how that this took place back in 2022 and as part of trying to solve the cart crowded issue we offered to hard code a clock timer for the cart for her for free just to help her cart look nicer.
Our pricing is intentionally built in such a way that we have zero incentive to push navidium opt in in any way. In fact, our billing is based on total order volume, so conversion rate dropping would mean less monthly fees for us since the merchant would be on a lower order tier. We don’t and never have taken a % of the revenue the merchant collects, leaving us with only the goal of the success of the merchant.
As a founder, this is one of those experiences I’ll probably never forget.
To Monika: again, I am absolutely sorry you feel this way. We enjoyed working with you, and at no time would we ever intentionally jeopardize your business for the sake of an app fee. That’s just not who we are. If you had at any point come to us with these concerns, our team would have worked with you to see what we could do to help, as we have always done, and continue to do for every single merchant of ours, regardless of plan, size.
I'm truly sorry. Given the choice, I'd have had myself or someone else from our core executive team deep-dive with you, test, customize, and find ways to make the experience smoother for your customers. As I wrote above, we reached out via whatsapp to you and even made you an offer to try our other app on the house to see if it could increase aov and conversion rate (which it usually does!) if only because we actually do care deeply about the success of every single one of our merchants. You are more than welcome to take us up on that offer, no strings attached. (ie. I am absolutely not asking you to take down this review!) Thank you for the time we did have together; we certainly don't regret working with you.
Co founder
Jason Fern
