EarthLED.com review for Order Lookup | venntov

Nov. 17, 2014

Over a period when we had 13,278 orders, there were 3,560 order lookups by customers using this app on our site. This demonstrates the use-case of the app in reducing the quantum of customer service calls. However, it must be said that the 80% reduction in customer service calls that the app advertises is quite a suspect statistic. Earlier in 2014 the app developer made an unannounced change in the language used by the app so that an order that was 'fulfilled' (but not necessarily shipped) on Shopify was marked as 'Shipped' when customers looked up the order. This was regardless of whether any lineitems in the order had a tracking number assigned to them. Typically there is a time lag between fulfillment and shipment, which can last from a few hours to a few days depending on the product. Therefore for several months we actually saw a dramatic increase in customer service calls and emails from confused customers who saw the language 'shipped' when they looked up their order, whereas their order was still in processing. This defeated the purpose of using the app to reduce customer service calls and emails. After 6 months the developer finally changed the language used by the app back to 'fulfilled' from 'shipped' for an order that was fulfilled. But we're not sure if this was just on our account or for all stores that use the app.