Navidium Shipping Protection
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customer service leaves much to be desired. no transparent info on dashboard about billing cycle date, pro rating months w/ fewer orders, etc. will probably switch.
Hello there! Jason here and I'm the co founder of Navidium Shipping Protection app. I'm very sorry for the experience you had with the app. We obviously failed in our customer service. Our reps responded to you in late, this is our fault and we apologize for that. That being said, we have listened to your feedback and implemented the features as per your feedback. I would love to hear back from you on the changes that we made. We have reached out to you a few times by email, I'd really appreciate a lot if we could have a response from you. I would like to make things right what went wrong. Best, Jason Co Founder, Navidium Apps
FINAL UPDATE — Important Questions Still Unanswered The developer now states publicly that Navidium no longer offers the auto-opt-in configuration we used for 4 yrs and that most merchants have been migrated to a dual-checkout-button setup. That raises an obvious question: if the previous setup rarely affected conversion, why was it discontinued and replaced? More importantly, during more than four years of use, we do not recall receiving proactive communication advising us that this recommended configuration had changed, that merchants were being migrated, or that we should review our existing cart setup. In fact, during that period, we do not recall receiving substantive product updates or proactive guidance about Navidium itself. The communications we received were largely promotional in nature, including requests for reviews and information about other apps. When we uninstalled the app, the developer contacted us immediately asking why. On August 22, we replied that we believed the app was negatively affecting our conversion rate. We received no response to that concern for seven days, until after our public review was posted. Another major point that remains unanswered is the discrepancy between Navidium’s own reported revenue attribution and our Shopify analytics. Navidium told us we had generated tens of thousands of dollars in “additional revenue” through the app, yet those figures did not align with what we could independently verify in Shopify. We would have appreciated a clear explanation of how those numbers were calculated rather than seeing them repeated publicly as evidence of the app’s success. And for clarity, despite the very personal tone of his response, I have never personally interacted with co-founder J.F. prior to this public review. ___________________________________________________________________________ In response to the developer: Our decision was driven also by reviewing real-time customer session recordings with our own eyes, showing shoppers directly confused by auto-added cart fees and experiencing cart friction. Additionally, our email documentation with the developer shows that this app's custom code set our dynamic express payment buttons to visibility: hidden;, breaking core mobile checkout functionality. When we originally reported these cart drawer glitches, he dismissed express checkout options as 'totally unnecessary'—despite 1-click payment options being critical conversion drivers for online stores. Furthermore, the app's internal reporting and revenue attribution are drastically inflated. Our Shopify analytics data is not even close to this application numbers and 50X. The developer also stated publicly that his team supported us “often.” Our records reflect approximately two or three support interactions during more than four years of use. We were also uncomfortable with the developer publicly citing disputed revenue estimates and financial ratios relating to our store without our consent. Given our sales volume, even a very small reduction in completed orders could represent thousands of dollars. The exact conversion impact cannot be calculated retrospectively without controlled A/B testing, but the potential financial effect was significant. Again, we deeply regret using the automatically added configuration for so long. We are sharing our documented experience so other merchants know to test their mobile carts carefully, confirm that express-payment buttons remain available, and compare the app’s reporting with their own Shopify data. ___________________________________________________________________________ We have been using Navidium for a few years after developers recommended setting it to automatically add shipping protection to the cart. We recently realized this app was tremendously hurting our conversion rates and losing us thousands of dollars in lost orders over the years. The reality is that customers do not want extra unexpected fees automatically added to their cart. It creates a frustrating experience—especially on mobile devices, where shoppers found the toggle confusing or couldn't figure out how to opt out. Many visitors simply abandoned their carts thinking it was a hidden charge. On top of the poor user experience, the app created constant code glitches in our cart drawer for years. You might think you're making extra revenue with this app, but you are actually losing far more money in abandoned carts. With Shopify offering built-in shipping protection options now, there is zero reason to install this. It ruins the buyer experience, hurts conversions, and only benefits the app developers collecting monthly fees. We deeply regret ever using it.
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
Tried multiple times to get help. The answer was I had to wait. That was two weeks and a few follow ups later. No better answer except I had to wait. App worked great for us for a years. Now I can't even install it. What happened?
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!
SCAM SCAM SCAM WE TRY TO FILE A CLAIM FOR OUR CUSTOMER WE CONTACTED THE CUSTOMER SERVICE THEY ONLY VIEW THE MESSAGES WITH NO REPLY THEN WAS SURPRISED ABOUT HOW THEy GO WITH THE CLAIM YOU NEED TO PAY MONTHLY MEMBERSHIP FEES TO FILE A CLAIM THE STORE OWNER NEED TO PAY FOR THE CLAIM SCAM SCAM SCAM THIS WHAT THEY DO Navidium provides the tools to help you manage your own Shipping Protection claims. We are not an insurance company, and we do not directly approve or pay claims on behalf of merchants. When a customer submits a claim, it will appear in your Navidium dashboard, where you can review the details and decide how to handle the claim based on your store’s policy. You have full control over the claim outcome, such as approving or denying the claim and choosing the resolution (for example, replacement, refund, or other resolution options). Navidium’s role is to provide the claim submission portal and management system to make the process easier for both you and your customers.
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]
**Update: Following this review, we received a legal threat rather than a resolution. We stand by the facts below. When Shopify made changes in early 2025, our opt-in rate dropped to near zero and we continued to be billed for approximately 10 months. When we raised the concern over the changes, the team pointed to a February 2025 email as proof of notification. That email stated the app would be uninstalled if the required changes weren't made by February 18, 2025, which would have stopped billing. The app was not uninstalled. We were not notified it would remain active and billable. We continued to be charged for a service that was no longer functioning as configured. No refund or partial credit has been offered. Sharing this so other merchants know to monitor their opt-in rates and billing closely after any platform changes. __________ Original review: Unfortunately, this has not been a good experience. Over a year ago, shopify made a change that prevented the app from working how we set it up and virtually no orders since then included the shipping protection while we were continually billed until we finally noticed. The app claims to have sent emails that we have not received and chooses to refuse a refund even though we haven't effectively been using the app for over a year. It's disappointing to encounter such unethical business practices and I would sincerely caution anyone who is considering working with them.
Thanks for the feedback, and I'm sorry this became a frustration. To close the loop for anyone reading: we issued a full refund for the period in question despite this being against our policy. We also attempted to reach the merchant numerous times when Shopify's policy change took effect, and Shopify also reached out to all our merchants. The sad part about all this is that while no one likes being charged for an app or service they don't use, this would easily have been avoidable with a few emails back and forth. For any additional questions I can be reached directly at marc at Navidiumapp.com best, Marc H CEO/Founder | Navidiumapp.com
Useless application, can't run, can't check, doesn't work, only errors are displayed, no support.
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
Was great while it worked, however, our checkout stopped working about 3 weeks into using it which one of our staff noticed after hours due to a slew of customer support requests. It has since been over 8 days with Navidium "looking into it", and still no sign of it being fixed. I will modify this review in the event it is ever fixed, but had our staff member not noticed we would have lost almost tens of thousands of dollars.
I thought it would be a good idea to install this app, and my first few chats with them were great. I felt like I was in great hands and that we'll be happy with this product. Then the implementation started, and everything went south. An expert from Navidium will implement it for you. What they don't tell you is that they'll create a product for the shipping protection. In our case, they didn't disable the Google and Facebook sales channels for that product. Which means we were paying for Google Ads for that "product". Plus, they created hundreds of variants, even though we only wanted one price for the shipping protection. So, all of our reporting blew up completely. Product bulk editing is also a pain due to all the Navidium product variants. Any kind of feed or reporting had to be cleaned up. We started listing the product also on a marketplace that pulls a feed of all our products. Complete disaster. No one contacted us after the implementation to check if we were happy, so we didn't start using the product.
Hi there, My name is Marc, and I am one of the co-founders of Navidium. First off, I want to apologize for any misunderstandings, frustrations, and of course disruptions the onboarding caused. It is never a good thing to see merchants struggle, and our team is ready and happy to make any issue right as fast as possible. I'd like to address the concerns in the review to help shed light on it as best as I can. Why we create a product with variants: Shopify is a closed system, and in order to add a "surcharge" for the VIP protection service you are left with essentially adding a line item to the cart. There is rumors that shopify will soon be adding a "additional fee" API, but that rumor has been around for nearly a decade so best I can say is fingers crossed, when it arrives we will be the first to jump on it. But right now, every app of this type, from insurance, warranty, additional product options, etc all are stuck using "product line items" which does sadly pose a few downsides with reporting, feeds, etc. We do generally do a good job hiding it, and have some videos in our app backend to show you how to hide it from some channels. This particular case (marketplaces) hasn't come up before, but now that I've seen this review, I'll make sure a video is added so that your experience can be a lesson learned for others. Fortunately, it is often as easy as unchecking the sales channels, and excluding it from feeds, so just a tiny bit of work over-all and this issue essentially goes away. But, I recognize that we can do a better job communicating this going forward, and will do so! 2) Why do we have so many variants? The short answer is dynamic pricing. Most merchants want to be able to charge a different amount depending on the order value. We use a % based system, and the variants allow for that to happen. It is by default set to a max of 1 product with 100 variants. However, our team has tools in place on our end to adjust those, add more or less, and can essentially resolve this when we are made aware of it. The thinking is that a customer ordering $50 of items vs, $300 should not be paying the same amount for protection. Our dynamic settings allows for this to happen, and finds the closest available variant to use. Again, this is something most similar apps employ in one form or another. I will look into finding ways to make this clearer, and our merchants who take demo's before installing are always shown this. The app listing on shopify is not very large, so it certainly poses a little challenge on how in-depth on the technical level we can get. Why is all sales channels default on? We sadly have to do this. We've tried it a few different ways in the past, and it turns out Shopify's API for creating products does not allow for selected sales channels to be enabled when you create a product. Since we MUST have the sales online channel enabled, it is either all or nothing. We tested having it all defaulted off, but it ended up causing a ton of trouble for merchants and reverted back to enable all. But as mentioned earlier, communication is key, and so this will certainly be something we improve on. My team and I are here to help resolve any issues. I've reached out personally to you, but you are welcome to email me directly any time at marc at ecompropeller.com and I'll ensure our team gets you up and running personally, as smoothly as possible. Thank you for taking the time to share your feedback, it means the world, and gives us a chance to look at ways we can improve our product and service! - Marc H Co Founder | Navidium App
I expect that sometimes an app may have glitches but I’ve been battling these glitches since Nov 16. I’ve had to delete the app twice now due to lost sales for these reasons. 1. Toggle button is on at cart page but item & charge is removed when you get to checkout. 2. Doesn’t charge correct % on order total. For example if you have 2%, when a customer orders $100 worth of an item it charges $2.25 not $2. 3. Doesn’t charge the correct amount if you choose static rate. A customer got charged $3 for a $15 item when it should have been $1. 4. The static rate may not work upon initial installation and you have to reach out. 5. When toggling off the insurance on cart page the text doesn’t change to the “opt out” information. 6. The Learn More link is also not displaying on the cart page.
Hi there, I'm one of the co founders of Navidium,and wanted to hop on and apologize for any glitches or difficulties you had with our app. 1-5 are all issues that usually occur when the core product in Shopify is changed or have their variants changed oj Shopify end. While we also wish we could have an exact match %, the reality is that no one is able to do that properly due in large to shopify's limitation of 100 variants per product. Our % rounds up to the next available variant,but we do have quite a lot of customizable options we can do on our backend to help get you as close as you need. As for the static, again, most likely the issue was related to variants being changed after the install. All in all, we have 1000s of merchants using Navidium, and I'm confident we can get this working for you properly. If you'd like to reach out directly to me you can do so at [email protected] and I'll happily personally oversee your set up to make sure you are 100% satisfied and it has zero glitches. I'm so sorry your experience didn't live up to our reputation and standards. I'd love the chance to correct this for you! Best, Marc Co founder Navidiumapp
We were originally a customer with Route, Navidium contacted us so we decided to give it a go. I gave them access to my Shopify storefront. They installed their app and we were good to go. A week later I realized some issues were happening due to the changes they made during installation to my coding. First of all the insurance was added to the cart during checkout but the customer was not able to opt out if they didn’t want it. Second of all, the product pricing for each product in the entire store changed to the same price as the total of the cart if that person added a product to their cart. For example, if the customer added a $10 item to their shopping cart. If they went back to browse my storefront, all the items in my entire shop will show up as $10. I don’t know what they did to my storefront when I gave them access to it. But I tried emailing Chandler my account rep and I didn’t get a response. I also emailed them through the contact us form at the bottom of this page 5 days ago and so far no response for anyone. They have no phone number on their website to call if anything goes wrong. It’s been a HORRIBLE experience. I had to go back and restore the backup of the website prior to giving them access to install the app. I’ve reinstalled Route protection since then. All around HORRIBLE experience for me.
I'm so sorry for any confusion or issues our app may have caused in the initial set up. Our team generally does the best they can to make sure all stores experience dedicated support. I've done a little digging and I'm concerned that perhaps we weren't getting the support messages. We don't have any staff member named Chandler working at our company :( Is it perhaps possible the wrong company was emailed? We'd love to sort this out for you and would be happy to do this on a duplicate theme, and make sure everything is 1000% working properly before trying to go live again. Also please note, we have live chat support in the app backend which is monitored daily for most hours, and our team tries to be super responsive too. I hope we get a chance to make this right, and give you the proper Navidium experience we've become quite well known for. Best, Marc H Co Founder - Navidium
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