SendOwl

Update 1/26/23:

After 5+ years of using SendOwl and 240K+ orders processed. I finally made the switch to the "Downloadable Digital Assets" app. Let me add some credibility to the review: We run a very successful digital asset based business and have been featured in several Shopify ads, marketing materials, etc.

A year ago SendOwl was purchased and came out with new pricing, taxing each transaction that was processed through their service. I'm self hosting on Amazon S3, so my monthly bill went up minimum 2x because I was "high volume". Ironically, all plans now have a per order fee attached to them regardless of volume. And a free plan asking 5%!? Get the #$&$ out of here! Shopify has a free app for that. I have no problem paying for a product that adds new features, but they never arrived even after multiple conversations with the new owner/CEO. Add to that multiple major outage incidents over the last 2 years and I finally threw in the towel. The new app I'm using has all the features I requested from SendOwl over a 2 year period, but was never delivered and I'm extremely happy so far.

SendOwl is a great product, but the pricing model is disgusting, the customer service sucks, outages are a real issue, etc.. I'm allergic to rent seeking and thank god we had a choice to switch to a better product. Do yourself a favor and avoid this app.

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Original Bad Review:

Been a SendOwl user for years. The product works. New features have been slow or non-existent and the customer service is awful. We've had amazing results delivering files to our customers until today. Several hundred orders are going unfulfilled and we're getting the classic "non answer" customer service.

Look at other options and alternatives for digital delivery needs before settling on SendOwl

Unscrupulous seller is the first word that comes in mind. Recently I decided to cancel their service because I will not be using it anymore. I asked for a refubd because they charge in advance but they tell me I do not get a refund because I had orders for 1 day. They are charging me $49 for 1 day. You tell me what kind of developer this is.

You want automatic digital delivery? Go with fetchapp they don't charge you per item like SendOwl. They charge you for storage space which means you can have many items with licenses for free.

I was a SendOwl customer for almost 2 years and I got repaid for that loyalty by getting charged $49 for one day. Do yourself a favor and get another app.

DO NOT USE THIS APP if you have recurring orders/subscriptions!

I have sought support on this aspect twice and been met with astonishment and limited understanding.

I wish to throw SHOPIFY under the bus here as well, as they truly do not care about how their 3rd parties interact with the shopfront.

Imagine if hundreds of your customers were to each receive hundreds of automated emails over a 30 minute period. I've been crippled with shame and embarrassment.

SendOwl, you're welcome to reach out to me for details of this horrific experience.

Shopify, I suggest you look in the mirror as well.

Literally the worst app ever. But even worse than the app is the customer service. They often have massive outages, do not communicate the outages and then will not return word on customer service issues. Find another digital file delivery application. The only thing they know how to do properly is take payment

They are fine for the basic case, but start to fail pretty badly if you do anything complicated. So far we have had problems with: Editing Orders, if you have an app that edit orders on shopify after the fact like a Post Purchase Promotion app send owl will fail to pick it up and not send it out to your customers Partial Refunds: if you give a partial refund to your user send owl sees that as a refund on the whole order and cancels the digital order. Their support is ok and getting back but in the end not very helpful. If you are bootstrapping something simple this is the app for you, but I would suggest against this app if you are dealing with 1000+ customers. Updating after reaching out and trying to work with support: I complained about orders being incorrectly cancelled. They assured me that unselecting a checkbox in their app would make it so they didn't get cancelled. That was wrong and after mass partial refunding orders I now have hundreds of orders to fix. I would strongly suggest against using this app and find one that works and has good support that understands their own product.

29 April 20 - This is my second review - both 1 star -(please refer first below):
Over the last 2 weeks I have had significant issues with Send Owl saying they have delivered my product but the customer adamant they haven't received it. Over 80% of the time, the file were sent in the same sales order as other files still on Shopify's Digital Downloads - which were all received fine and within minutes (so there is no issue at the customers end). Send Owl repeatedly pushed aside my concerns telling me they had a digital signature that these customers (8 over the past 2 weeks) had received the file. Customers tell me otherwise. There is no point digitally receiving it if you can't find it. Send Owl have damaged my business reputation and will not make any attempts to get to the source of the issue. I have been raising these issues for a year now. Some months are good. Others terrible. I am now on the search to find an alternative solution (DD does not allow 2 files in one order so I cannot use them unfortunately). Do not use Send Owl. I now begin the huge task of moving a significant number of files to an alternative provider.
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June 2019 - This app was working fine but over the last 3 weeks customers have been complaining that either the link doesn't work or their anti-virus software is blocking the site. I also use Shopify Digital downloads and have never had this problem. I have contacted SensOwl 4 times over the last 2 weeeks. They have responded but told me is was a result of the customers "over zealous anti-virus" software. This is not good enough and a customer is scared off my product because of this. It is damaging my business reputation and Send Owl have done nothing to try and get their site verified with Norton or other virus protection sites to address the issue. Be very aware. This software has damaged my business.

Support for this app is horrible.They dont get back to you at all. I have reported them to shopify also and actively looking for the substitutes.

This app advertises 30 day free trial then 9.99/mo but in my reality, they gave me 1 free day trial then $15/mo. I'm selling only one ebook.

I don't ever leave reviews, but I am very disappointed in the app and even more disappointed in the customer service. There is a page within the app that states there are unlimited downloads. I based my whole store around this and paid my assistant to set up my store using this app. Well come to find out, they don't actually offer unlimited downloads. When I contacted customer service I was given the run around and told that no where on their site do they advertise this (essentially implying that because it's not advertised this way, the incorrect wording within the app shouldn't matter). Super disappointed, but even more upset by the response. Sorry, but don't say you have something and then treat your customers in a dismissive way when they ask where the feature is. Will be removing every bit of my store because I'm not giving money to an app that falsely advertises and then tells me it's my fault for actually reading about the features they falsely claim to have.

I've used 20+ apps and this is the first negative review I've left. This app is complete garbage. Installing is a nightmare, managing your files is basically impossible and updating your files is literally impossible. I wish I had just built something from scratch instead of wasting my time/money.