Navidium Shipping Protection

Thank you for your feedback and review. As developers we might not love negative reviews, but they are critical to the learning process and at the end of the day give us a way to be able to understand, learn, improve and support our merchants best. I’m sorry you feel you had a negative experience. I’ve reached out personally to you, but sadly was ignored, and instead it seems the only way this conversation is taking place is publicly on the review. I don’t think it is in the best interest of either of us to go back and forth publicly. However, since others will read this we will just leave our position here. The merchant used Navidium for a few years, and Navidium as a platform has continued to evolve. In fact, we no longer offer “auto opt in” for over a year, and have migrated to dual checkout buttons for most merchants. As with anything in ecommerce thing evolve and conversion rate is the prime example. We’ve tested the impact of shipping protection on conversion rate multiple times, and many of our merchants do as well. In fact, we encourage merchants to absolutely test it. What works for one doesn’t always hold true for someone else. The nice thing is that you shouldn’t need 4+ years to know if it hurts your conversion rate, normally that should be something you can see within days, and can easily revert back or have our team help. There is multiple ways to make offering protection work, and our team is always willing and ready to customize and support merchants with any need they have. Express checkout buttons are certainly helpful, and they appear in multiple places across the site depending on set up. In this instance, the merchant had specific issues related to their cart size, where a timer was present and the total combination of protection + express payments + timer was too much. We recommended not having express payments on cart and leave it on checkout instead to remove the cart crowded look at the time. If you are considering Navidium, know that our team will always be here to assist and help. It’s upsetting to feel like someone you helped and supported for 4+ years suddenly feels so much animosity towards you. There is always two sides to everything, and while it is very possible that ultimately Navidium wasn’t a fit for this merchant, the reality is this wasn’t something that was brought up to us and we ignored. This really came out of the blue for us. In fact, the whole express checkout button leaves out how that this took place back in 2022 and as part of trying to solve the cart crowded issue we offered to hard code a clock timer for the cart for her for free just to help her cart look nicer. Our pricing is intentionally built in such a way that we have zero incentive to push navidium opt in in any way. In fact, our billing is based on total order volume, so conversion rate dropping would mean less monthly fees for us since the merchant would be on a lower order tier. We don’t and never have taken a % of the revenue the merchant collects, leaving us with only the goal of the success of the merchant. As a founder, this is one of those experiences I’ll probably never forget. To Monika: again, I am absolutely sorry you feel this way. We enjoyed working with you, and at no time would we ever intentionally jeopardize your business for the sake of an app fee. That’s just not who we are. If you had at any point come to us with these concerns, our team would have worked with you to see what we could do to help, as we have always done, and continue to do for every single merchant of ours, regardless of plan, size. I'm truly sorry. Given the choice, I'd have had myself or someone else from our core executive team deep-dive with you, test, customize, and find ways to make the experience smoother for your customers. As I wrote above, we reached out via whatsapp to you and even made you an offer to try our other app on the house to see if it could increase aov and conversion rate (which it usually does!) if only because we actually do care deeply about the success of every single one of our merchants. You are more than welcome to take us up on that offer, no strings attached. (ie. I am absolutely not asking you to take down this review!) Thank you for the time we did have together; we certainly don't regret working with you. Co founder Jason Fern

I am so sorry for your experience. This is not how we operate and is absolutely not the Navidium way. As one of the co-founders of Navidium, I saw this review and began investigating. I'm still a little unclear where the issues came from and what exactly happened. I've tried reaching out by email but haven't been able to get in touch. I'm hoping we can easily rectify this for you as fast as possible. My hope here is that the email from shopify coming as a reply to this review will reach you better, and we can sort this out immediately for you. Best, Jason Fern co-founder & CTO Jason at ecompropeller.com if you want to email me directly!

Thank you so much for your kind words and for trusting Navidium across your multiple stores! We're truly grateful for your continued support and confidence in our team. It means a lot to know that our support and flexibility have made a difference for your business. We look forward to continuing to support all your stores!

Thank you so much for your kind words and recommendation! We're thrilled to hear that you had an awesome experience with our support team. Providing prompt assistance and making sure everything works smoothly for our merchants is always our top priority. We truly appreciate your support and look forward to continuing to help your business grow with Navidium. If you ever need anything, we're always here to help!

First off I’m so sorry you had any negative experience with Navidium. We strive to always give every merchant, even those on our free plan the absolute best service. Looking at your review there seems to be a clear misunderstanding about what it is we do. We try really hard to make that crystal clear on our app listing page and on our website. We are not an insurance company. We don’t cover claims. We are a tech company that gives merchants the ability to manage their own claims and keep all the fees they collect. Unlike other apps, we don’t take any of the money you collect and have just the flat monthly fee for the tech and functionality. I welcome any feedback on how we can make that even more clear so that no one ever feels misunderstood. You can email me directly at [email protected]