DHL eCommerce Ibérica
The reviews for this Shopify App are polarized, with one user praising the resolution of previous issues and the responsive support team, while another user expresses frustration over the app not working and the lack of support options. The positive review highlights the improvement in customer service, the ease of access to live chat support, and the addition of return labels as a new feature. On the other hand, the negative review criticizes the app for not connecting to the user's account despite entering correct information, the absence of support channels like email or phone, and the overall functionality issues. The app seems to have made positive strides in customer service but still faces challenges in functionality and support accessibility.
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The issues we previously experienced have been resolved, and we would like to thank the application support team. It is very reassuring to see that all of our feedback is taken into account and continuously improved. Having easy access to live chat support directly within the app significantly speeds up our processes. The addition of return labels as a new feature was also a great and pleasant surprise. Well done to the entire team!
Doesn't work. No support. Added the app, entered my DHL customer number, email and password exactly as required. Nothing. The app simply doesn't connect to my account. Tried to contact support but there's no email, no phone, no chat - just a contact form buried in Shopify. For a shipping integration where time matters, that's not acceptable. I'm an existing DHL eCommerce Spain customer with an active account and negotiated rates. If it doesn't work for me, who is it working for? Zero reviews on this app should tell you everything. Avoid until they actually make it functional.
Dear Sir/Madam, We fully understand how critical this issue is for you, especially for a shipping integration where time and reliability are essential. We sincerely apologize for the time lost and the frustration you have experienced. You are absolutely right regarding accessibility of support. We realized that our contact details were not clearly visible within the app. As an immediate improvement, we have now added direct mobile messaging and email communication options inside the application so merchants can reach us without delay. To better understand and resolve the issue you are experiencing, our technical review team is currently investigating the case in detail. We are attempting to contact you using the contact information associated with your seller account. In the meantime, please feel free to reach out to us directly through the newly added communication channels within the app. Thank you for your feedback — it helps us improve both the product and the support experience. Kind regards, Support Team
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