Navidium Shipping Protection

As app founders, no one likes negative reviews. In fact, most of us app teams will often bend over backwards to try and prevent a negative review, or at the very least do everything we can to try and get the review removed. That is the honest-to-god truth, because frankly, 1-2 star reviews kill app rankings. In this case, while we absolutely would love to help, and are always committed to ensuring every merchant has a perfectly positive experience, I want this review to stay. The simple reality is that just days before Christmas, the merchant installed and requested a set of features that, out of the box, we didn't entirely support. Anyone who knows me knows I never like to say no, and we pulled devs out of vacation to try and make these changes happen. Of course, these "customizations" were free, as we simply want merchants to make the most of our platform, our apps, and to ultimately enjoy the products we spent years building. Those "small changes" take time, especially when 90% of your staff is out for Christmas break, or working "shorter" shifts, because after all, everyone deserves a life and a chance to spend time with family and loved ones. On Dec 24, the merchant replied with a list of issues (some were totally legit) and some were simply what you'd call "user error" or just needed a bit of explaining... Within an hour or so, the app was uninstalled, and the review was left. We had no chance to respond, no chance to try and fix it on "Christmas Eve," and the replies we sent went unanswered. Bottom line, as a message to merchants, when you read this, understand that app devs take negative reviews extremely personally, but sometimes, no matter how hard we try to please, we might end up letting you down. To the team at Canopy Plant Co, I am sorry we couldn't deliver in time, and that you didn't feel comfortable with our app. Truly. It is a shame we couldn't resolve things for you. I'm always available directly at marc at navidiumapp.com to help. Best, Marc H Founder Navidium App ps. That applies to anyone who needs support Navidium or otherwise :)

First off, I’d like to apologize for the annoyance of not having the app work out of the gate for you. The reality of most shipping protection apps like this is that it is nearly impossible for a one size fits all approach to work right out of the gate. Since various themes behave differently and have thousands of other apps that could interfere, most of our merchants opt for our white glove onboarding where we onboard the merchant in a duplicate theme first and review and make sure everything works perfectly before going live. Self install works well for many themes, but often it just requires a professional to go in and set it up. I wish it wasn’t this way, it would certainly reduce our need for a full team of engineers…. But hey, it’s Shopify…. I do want to mention that our records show we got a support request chat from you after hours and our team responded about 30 minutes after it was received. As someone who has been an ecommerce merchant myself for almost 2 decades, it is rare for any provider to offer support 24-7, and even more rare to do so even for free plans. I would love the chance to make it right, and our team is committed to help you set it up if you decide to give it a shot. But I do feel like it is unfair to say we don’t have support when our team responded 30 minutes later on a Friday evening. Best, Marc H Co-founder Navidium App