ShipInsure Shipping Protection

Zero response to inquires and virtually no customer support makes this app a severe challenge.

The app works, but is completely non-customizable. You cannot change the amount charged, you cannot change the refund or replace options.

The only saving grace is that they actually pay out when claims are made. If replacements are requested though, you will probably lose money compared to a refund if you offer free shipping, and there is no way to turn this off.

We thought installing this app would be best for business since it could help resolve any shipping issues that customers may face. Unfortunately this was not the case. We had two customers reach out regarding shipping issues their orders because ShipInsure did not fulfill their role of properly protecting the packages from issues. One customer explained how their damaged item claim was initially approved and then a few days later, ShipInsure implied "oopsie, nevermind" and denied their claim. How does a claim get approved and then denied... this is not take backsies. To add, they have already refunded this customer which means us as the small business has suffered a loss. Another customer said that their claim was not even properly reviewed as the claim was automatically closed right after submitting. They did provided all of the requested documentation such as photos of the damaged items. ShipInsure denied the customer's claim after the customer reached out to them regarding the issue. It seems like ShipInsure is happily accepting insurance premiums but once issues arise, they do not want to fulfill their part of paying by automatically marking claims as fraud to deny them and ignoring emails. The customers also sent in evidence of their damaged items and both of these customers experienced these shipping issues for the first time so it is extremely unlikely that these claims were fraudulent.

DO NOT USE THEM. THEY ARE NOT LEGIT INSURANCE COMPANY- They just took insurance premium from all of our orders and when UPS damaged the shipments, they deny coverage of insurance values per their own policy. THEY ARE FRAUD.

Instead this is what they wrote:

"We are unable to offer protection for your orders at this time. Any collected premiums will be refunded in full.

We apologize for the inconvenience."

NOW WE HAVE CUSTOMERS WAITING FOR REPLACEMENTS YET SHIPINSURE IS NOT GIVING ANY EXPLANATION AND NOT COVERING ANYTHING FOR OUR CUSTOMERS.

We are planning on involving FTC Lawyer and Consumer Protection Lawyer to make sure that these type of scammy company gets the penalty for taking away small business's money and every business growth. This is hurting us a lot and we are definitely going after for them along with Shopify Legal Department.

At first, everything seemed promising—the product does work, but it has its limitations. I can’t set my own pricing without contacting them directly, and even then, it takes weeks for any changes to be made. Their support team completely disappeared after I asked basic questions, like why we were getting charged on our credit card and how their business model actually works. We’re being billed thousands and receiving reimbursements, but it’s all confusing, and we’re left without clear answers on how the whole process functions.

Support doesn’t respond to emails. Takes forever to get paid on claims and get this, they want to give you a bill credit for payment instead of paying the claims back to you. If the support would be more attentive I would be inclined to use their service but it’s a deal breaker when I email them 3-4 times and don’t ever receive a response.

Wyatt Branch guaranteed us a $100 gift card (which previous employee Yaz Nuri did not send to us) and never received it. He promised an additional $50 for using their app and once set up, he didn't send it again. This app seems like a scam!

The support from this app is just terrible! Poor customer service, they don't respond to you after eamiling them several times, but they'll respond fast when they get reported to shopify. I've had the app on my store for over a month now and it has yet to be set up correctly. Support is pretty much non existant now. Will definitely look into another app cuz nobody has time to deal with all this nonsense.

They promised me a $100 gift card to listen to a sales pitch. Corbin Ekblad guaranteed it, but I never received it. They wasted my time and lied to me.
Avoid this company at all costs!

Would mark it zero stars if I could. App causes variants to not work with certain themes in shopify and their support was zero... Been a couple weeks and still no reply other than wanting to know what I removed the app.