ShipX ‑ Shipping Rates & Rules

Upgrading from 3 star to 4 star.
Siva provided a superb service recovery. He took the time to understand the issue, had a comprehensive knowledge of the product and his trouble shooting was spot on. PickEasy was not passing the data consistently to ShipEasy. Resolution is to either turn off the PickEasy to ShipEasy integration. Or leave it on and activate the default shipping rate.
This was a good workaround and it works for me. It may take them weeks or months to fix the integration bug but we can live with it. At least, customers will no longer abandon cart due to the ShipEasy app's inability to calculate a shipping rate and stating "Local Delivery is not available for this address. Input address".
---- 3 star review ---
The PickEasy and ShipEasy apps are confusing to setup and not easy to do it on your own. Fortunately, LogBase provides a 7 days support service by email and zoom (6 days a week for chat) - that's impressive availability. My initial impressions with LogBase team was excellent. In fact, I told the support agents that it was one of the best Shopify app support that I had experienced in terms of knowledge and availability. They are readily available by chat or zoom. Most of their support staff that I worked with were knowledgeable and helpful. I had talked to 1 or 2 junior staff who were not as knowledgeable but I had asked them to escalate to their more experienced colleagues who are really experts in their product. The PickEasy and ShipEasy was not really easy to configure but their support team will do the configuration for you. It's hard to do the configuration on your own as their documentation doesn't have sufficient detail and you need knowledge of how the Shopify API works. Overall, it took 3-4 calls and spend nearly 4 hours with their support to setup my ShipEasy and PickEasy.

I had thought that both apps were quite well designed with good support. I really liked the integrated functionality of PickEasy (Store Pick Up or Delivery) and ShipEasy (Shipping calculation). The product functionality was well thought and superior to other competitor products that I had reviewed. It can really handle most of the pick up and shipping calculations that you would normally use. I was considering buying other apps from them. Unfortunately, this issue occured today. After 1+ weeks, I am still getting errors that "Local Shipping is not available for this address" for a validated postal ZIP code. This is due to the product tag is not being pulled into ShipEasy app. This bug is random which is worrying. It is ok for 10 test scenarios in the UAT test plan, than it doesn't work in the 11-12th. Clear the cart and re-test and it works again. Vignesh, email agent, said he would take get it investigated.

I had worked with 3 agents before today for the ShipEasy. The ShipEasy agent were knowledgeable and had configured my scenarios on the zoom over a few hours.

However, I was only able to a detailed UAT testing after the last zoom call. My colleague and I detected additional errors and sent an email and scheduled a zoom call with them today (Sunday). The issue was that Scenario #1 worked most of the time but failed for certain scenarios. The agent replied on email about the fix and said the Scenario #1 was fixed, but now Scenario #2 stopped working properly (it was working fine previously). They had toggled the "Disable shipping rate per product" but I am not sure of the exact processing functionality of this checkbox. I had 2 shipping rates in Scenario #1 - both charged delivery for each bulky item. I had 1 shipping rate for Scenario #2 - free delivery above $100 and $15 fee if below this MOQ.

1. Shipping on a per item basis ($X per item based on the tag)
2. Shipping on a product tag basis for the total cart (e.g. $15 delivery for purchases less than $100. Free delivery for purchases above $100).

For today's Zoom call, the agent is a PickEasy agent. He had clearly explained that he did not have the skill for ShipEasy (which is fine) and he is not expected to have the knowledge for ShipEasy. He also explained politely that the agents who worked on this ticket had left for the day. He would send an update to them.

I don't expect to have the issue resolved now (it's Sunday). But I had asked that the ShipEasy agents use my detailed UAT Test Plan so that I don't have to spend a few more hours on zoom to ensure that the scenario #2 is configured correct (it was configured correctly in the past by Agent Janani but didn't work after the email agent Vignesh "fixed" it).

Unfortunately, I was not able to get assurance that the UAT test plan could be utilised by the agent. This is understandable as the agent doesn't have authority over another agent's work practices.

I had asked to escalate to management to highlight my request to get the ShipEasy support agent to do UAT test properly. But it felt like I should write in an email to get Management Attention. Therefore, I thought I should do this in a review instead of the email.

I have revised my review down from it's original 5 star (generally great support service from most of the skilled staff in that product and both apps are good for their use case vs competitor products). I have revised it to 3 star because of the BUG and the fact that their support did not do the basic testing to ensure scenario #2 works (it was working but stopped working after today's "fix"). The agent actually only needed to fix Scenario #1 which worked for most conditions except for one specific set of test cases. Overall, the email agent and zoom agent did not provide the same excellent level of service I received earlier from Janani and her 2 other colleagues (for my 1st 3 zoom calls). I have talked and worked with 5 different agents. Unfortunately, my ShipEasy is still not working and I don't have a few hours to spend on zoom again with support. I was hoping they could use my detailed UAT test plan to save me time on a zoom. It seemed like a simple fix that could be resolved by email.

This morning, I sent them an email with problem description, lots of screen shots, followed later with a detailed UAT test plan with expected and actual results. It also included the possible causes of the UAT test case failures (i.e. there were 3 of them with the same root cause) with screenshots of the payment page for ShipEasy, screenshot for History for the failed transaction, and screenshots for the Scenario and Shipping conditions. The response time by email was 8 hours on a Sunday - pretty good. Unfortunately, they created an issue with my Scenario #2 (which is ok - human error happens).

The root cause analysis for my problems are:
* Unable to ship to local address is caused by tag not being pulled into ShipEasy. They will need their development team to investigate and replicate the bug. This cannot be done by a support agent and will need time.
* Configuration error for Shipping of $15 below $100 and free above $100 is configuration setting that a ShipEasy support agent should be able to do.

Another suggestion is to have an option to bypass ZIP code validation if we have a flat fee for the whole country. This would save users ONE click. It may or may not help in reducing or eliminating the error message "Local Delivery is not available for this Address" which could be due to the issue of not pulling in the tag required to execute the scenario in ShipEasy. There has to be someone to avoid "losing"customer sales due to this bug and a configuration to help would be great.

Another suggestion. I had worked with Janani to set the config so that the ZIP code was not restricted because we have one price for delivery in our small country. It would be nice to have an option to activate alerts to admin if there are errors due to system issues that prevent a shipping fee to be calculated for a validated address. e.g. every time, the error handling code "Local Shipping is not available for this address" could be sent out as a daily report if it occurs. This will save admin the effort to go through all the history to look for and identify the number of times this situation occurred.

Five Star
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The 1st agent that I worked with was superb (unfortunately, I can't recall his name). The 2nd and 3rd contact was with Janani who did a great job. I was fortunate to work with her twice. Fantastic support experience and she helped me to configure PickEasy to work with ShipEasy. In fact, Shopify support told us that we could not setup ShipEasy and PickEasy for CCI API and had to select one. But she proved them wrong and got it to work. In the zoom call, she had her PickEasy Agent colleague with her to help complete the integration because she is a ShipEasy agent. Top class service and support. We spent nearly 2 hours in the configuration and didn't have time to test all the UAT test scenarios in the zoom. Anyway, UAT testing is the responsibility of the user and not the agent. I only had time to do detailed testing later and highlighted the new issues in today's email and zoom with their support.

Overall, the both apps are good. ShipEasy needs to fix this random bug for the rating to go back up to 5.

Vignesh was very patient and helpful. There was some confusion about different item types but he let me take as much time as I needed.

I don't feel the rates were explained clearly. At first, he said "you won't pay the extra $20/month if you change your Shopify plan". But then, he didn't make it clear that when I activated Logbase, I would need to then pay a different $20/month.

We’ve been using the Shipeasy app for over a year now, and it’s been an absolute lifesaver for managing our shipping requirements on Shopify. The app is super intuitive, and customizing shipping grids for different products and regions couldn’t be easier.

Shoutout to Barath from their support team! He’s incredibly knowledgeable and quick to respond.

If you’re looking for a shipping solution that’s flexible, user-friendly, and backed by excellent customer service, Shipeasy is the way to go. Highly recommend it!

excellent customer service

it was one of the easiest and kindest ways to get help. Jenifer was very kind and helpful, I would definitely chat again if I encounter any issues

This app has been super beneficial for our more complex shipping rules. I had a support request and was surprised at how incredibly helpful their support team was. Not only did Siva on their support team solve my issue, but they helped educate me further on how to use their app. I recommend anyone getting this app to schedule a zoom meeting and let them show you around because just know all of the features makes a HUGE difference. I deducted 1 star simply because I feel their documentation could have a lot more content. The documentation they have isn't bad it just needs a lot more content since their app is so robust. Thank you Siva and the LogBase team for helping me complete my work WAY FASTER!

Customer Service is really good! Unfortunately we also needed them since some parts of the app are not completely logic in my opinion. However, if you get stuck, they take their time and help you out. Recommend!

I used this app to set up remote area surcharge based on psotal codes within the EU. The set up was a bit complicated but the support was great They where very responsive. There was some issues when setting it up thats why i didn't give 5 stars but the service seems to work well and the support guys fixed the issues as soon as they could.

The app has all the features you will ever need and customer support is very fast and helpful.......

The app seems ok, I am still in testing mode. Jennifer was helpful on a free zoom call to help set things up