Swap Global

Destroyed every system we had established and made it worse.

Prior to swap, the ONLY issue we were having was the disparity between what the customer was being charged for shipping and duties taxes, and what we as the business where being charged. All carriers were performing excellently, no issues with integrations, no issues with B2B customers on shopify plus.

Since introducing swap 2 months ago, they have exploded every pre existing system we had - shipstation no longer working (as it had done for 4 years prior) with incorrect images associated with products (which impacts pick time) to incorrect product descriptions requiring specific customs forms we shouldnt need to complete, and incorrect harmonisation codes requiring additional duties payments - that the customer wasnt charged for, and are incorrect.

If you use shopify plus, and its B2B features - NONE of those features are compatible with swap - we have spent 8 weeks having to rebuild every trade catalogue and now we want to remove swap, we are going to have to UNDO that 8 weeks of work.

Their customer support is AI agents - your account manager is the only person worth speaking to, and they repeatedly cc in the customer support email, who generates simple responses that you have to ignore every time since they have no context on the wider issue.

We have had issues with almost all large trade orders we have shipped in the last 8 weeks - significantly impacting our customer experience of our highest paying customers.

Billing is late, they say they have sent invoices they havent and when you do receive them they are £1000's more than you were expecting and more than what the customers have been charged.

There is not one thing that Swap has got right, and now we are left in a situation where it is hard to undo the damage they have caused - there is no simple uninstall here, everything is a mess and nothing works.

I cannot stress how important it is, to avoid swap entirely - they have jeopardised our reputation with customers and significantly impacted operations.

Their sales people will provide you with false percentages and incorrect pricing to get you to commit to a contract with minimum fees and penalties. Then once everything is signed, a new person will contact you with changed numbers and fees that were neither pitched or written in the contract. If it is to their benefit, they will also add new addendums to increase their charges.

An utter waste of time and a complete scam.

swap's solution to cross border shipping solved so many problems that we had selling internationally. The big one is that it seamlessly helped customers clearly see if any duties & taxes were payable & how much they might be, which massively increased our US business. Secondly, swap handle all of the tax side of things, particularly in Europe, which gave us the confidence to market there more with less admin. They're also super helpful both during onboarding & once live.