ShipStation

I've been using Shipstation for about 5 years now, and this most recent update is absolutely horrible. They made it very hard to split orders, and the newly split orders no longer have their own order number. Now, as of July 1st, you can't even split orders anymore. I'm sure it's just a glitch, but when we have a large order that needs to be split into multiple shipments, we can't do it anymore. Printing labels now takes extra unnecessary steps. When you hover over an order, order details automatically pop up in a screen in front of you and doesn't go away until you click the popup away. That's annoying. They also took my custom layout for printing and wiped it clean with this new update, so I have to re-establish that. This new update is absolutely horrible, and good luck figuring out how to contact them. I am on the Gold plan and it took me 30 minutes to figure out how to contact them because help just says that if I'm on the gold plan, I should click the ? and a chat button will be there. There is no chat button. I actually have no idea what I clicked on in 30 minutes of searching to make the chat button appear, but it was ridiculous. This update will more than likely cause us to leave Shipstation after many years with them because each day it just gets worse.

When it is working fine, it is a treat to use. Integration with our Shopify store is a must, and it usually work great. Lots of features and integrations with carriers. Structurally, I have little to complain about. However, the app is glitchy sometimes. Various pieces stop working for short periods of time, although their "uptime meter" claims everything is A-OK. More importantly, however, their service has been getting sloooooooow. I've had 2 tickets open for days, and nobody has helped me yet. One of the tickets is essential to our business to be tended to immediately, yet... crickets. The service was always a bit lacking, but by this point they badly need more support staff.

Shipping orders themselves seem to be going alright, but I've been dumbfounded at the number of basic things we've asked for where the response has been "You're the first person to ever ask about this feature!" which I have a hard time believing. For example, printing one Order Summary per page when bulk printing is not an option (seriously?). The most recent shock has been that, in order to simply increase the font size of the packing slips/order summaries so our more elderly staff members can read them, I have to upgrade to a higher plan that unlocks "customization" of documents. I don't want to fully customize the documents, I just want the font bigger so our staff can read it. Sucks that they want to charge us an extra $240 per year for the privilege of printing readable documents. We're in too deep now to switch apps, but my advice to anyone considering this would be to ask all those "seemingly dumb" questions you have about features so you're not shocked about what's not included down the road.