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used to be free and they made money from the purchase of labels. Now they are trying to charge a monthly fee on top of that. Going back to shopify shipping since shippo does not provide any more value than what is already built into shopfiy.
Complaint Against:** XCover and GoShippo
Date of Incident:** 09/16/2024
Insured Value:** $8,544.00
XCover Insurance ID:** 8----M------INS
Created By:** J. L.
I have been using GoShippo for 5 years, shipping millions of dollars in jewelry and paying thousands of dollars in insurance premiums. On September 16, 2024, I purchased a shipping label through GoShippo with UPS for a package insured for $8,544.00.
The package showed as delivered, but no one signed for it. UPS confirmed that the package was lost, and XCover initially agreed to pay out the claim. However, when it came time to pay the full value that I had insured, XCover sent me a breakdown of the payment that was never disclosed when I purchased the insurance. They claimed that their policy terms had changed on January 1st, 2024, without notifying us.
Here is the payment breakdown they provided:
- **Cost of goods:** $8,544.00
- **Deductible:** $1,250.00
- **Subtotal:** $8,544.00
- **Cover limit:** $5,000.00
- **Total approved amount:** $3,750.00
Nowhere during the insurance purchase process was there any mention of a deductible or a coverage limit. GoShippo and XCover require customers to enter the total value of the product when purchasing insurance, implying that the full amount would be covered. This misleading practice has resulted in a significant shortfall of $4,794.00 in coverage.
I demand that XCover and GoShippo honor the full insured value of the necklace as per the insurance I paid for. If this issue is not resolved immediately and fully, I will be forced to pursue legal action for bad faith insurance practices against both GoShippo and XCover.
I expect a swift resolution and full payment of the insured value.
Thank you for your review - we appreciate your feedback. I see that we have an open ticket addressing this issue that we're discussing via email.
As a business we don't recommend working with Shippo. They attempt to charge a "address validation fee" even if any parcel will be sent and any shipping label will be used, they just give the final bill with enourmous amounts. Please be aware of this and be aware that this is not a business compliant procedure. We raised a chargeback with our bank and informed our lawyer, they will have to faces legal consequences now. We hope this review could warn many other businesses to stay away from shippo, unless you are actively using the platform and then address validation makes sense. Otherwise stay away and be ready to deal legally with them.
Hello,
Thank you for your feedback. We're sorry to hear about the issues you've encountered with unexpected charges. Our support team is currently assisting you, and we are dedicated to resolving this matter as quickly as possible.
We appreciate your patience and understanding.
Thank you,
Shippo Support
I have tried to use their trial and hopefully switch to Shippo instead of our existing provider but they don't accept 'prepaid' cards. The card I am attempting to use is not a prepaid card, it is a Mastercard provided by Tide with whom we have our BUSINESS CURRENT account with!
Hello,
Thank you for your review. We're sorry you're having trouble adding your payment method to your account. Please contact us at support@shippo.com. We'd be happy to help!
Thank you,
Shippo Support
Do not under any circumstances, use this company and their insurance services. They work with an insurance company called XCOVER that should be reported to the BBB. They will take months to respond to claims and request a ridiculous amount of documents just to decline for any small reason or any reason hidden in their policy clauses. They have zero customer service email and phone number so you cannot even contact them in any shape or form. I have LOST THOUSANDS of dollars thanks to this company I have shipped 100,000+ packages with shippo but this XCOVER company has made it impossible to do any business online. I no longer use SHIPPO because of this and cannot recommend it to anyone. DO NOT USE THIS COMPANY.
Hello,
Thank you for your feedback. We sincerely apologize for the trouble you've experienced when filing XCover claims for your shipments! Unfortunately, we were unable to locate your account by your review name. We kindly ask that you contact us at support@shippo.com. Rest assured, we'd be happy to assist you in looking further into these denied claims. Please note that we also offer live chat and phone support during standard business hours.
Thank you,
Shippo Support
Really love this app. Easy to use, comparable shipping rates. I started use Shippo directly thru their website, then install this integration and that really save a lot of time and less manual entry package information.
Hello,
Thank you for your review! We're thrilled to hear you're enjoying Shippo. If you ever need support in the future, please reach out to us at support@shippo.com. We'd be happy to help!
Thank you,
Shippo Support
Shippo was really easy to install and use. It integrates with my shopify store so well, there was nothing to it. I love that there are so many options and rates to choose from. Rates are great and the process is simple and very fast. Definitely recommend!
Hello,
Thank you for your review! We're glad to hear you're enjoying Shippo. If you ever need support in the future, please reach out to us at support@shippo.com. We'd be happy to help!
Thank you,
Shippo Support
Easy to use, but limited in some options
Hello,
Thank you for your review! We're glad you're enjoying Shippo and would love to hear how we can make this integration even better. Please reach out to us at support@shippo.com with any additional feedback. We're happy to help!
Thank you,
Shippo Support
I have been a Shippo customer for about 8 months. At first, I was really impressed. I thought the customer support was excellent. The service was good and relatively easy to use. For me, the Live Chat feature was absolutely critical. Over the course of the past 5 months they have entirely dismantled the live chat. Now it's all email support. So for shipping issues, that just does not work at all. Shipping issues must be resolved pretty quickly. Waiting for a few days for someone to reply by email is a total deal breaker. I don't know why they removed the best feature of this app... Go figure. I'm looking at other platforms again. I really liked this app for about 4 months. Then the customer service fell off a cliff.
Hello,
Thank you for your review. We're sorry to hear you were unable to get in contact with our support team via live chat. We understand how important it is to quickly resolve shipping issues and we strive to support our customers promptly. Please note that we still offer live chat and phone support during standard business hours M-F. You can also reach out to us at support@shippo.com and a member of our support team will be happy to assist.
Thank you,
Shippo Support
Having a lot of problems with your software. It keeps trying to print labels for overnight shipping a day late. We pic the 27th so ship out priority overnight and the label prints out the 29th for delivery. Seems to happen right at 4pm local time here all of a sudden instead of next day arrival the labels print out for the day after they are supposed to arrive when using priority overnight via FedEx. This is causing us a have to hand print labels right at the end of the day when we are in a hurry. Please address this problem ASAP or we will have to find a different shipping app.
Hi there,
Thank you for sharing your feedback with Shippo and we're sorry to see the issues you are encountering with FedEx Priority Overnight labels.
I see that Evie has reached out to you regarding label creation cutoff times for FedEx Priority Overnight labels. I sincerely apologize for the inconvenience that this has caused!
We appreciate your feedback. Please let us know if we can assist with anything else.
Thank you,
Shippo Support