CWILL Returns & Exchanges

CWILL’s handling of our billing complaint has been unacceptable. We pay for an automated returns service, yet have spent considerable time chasing explanations for recurring carrier adjustment charges and repeatedly pushing for the full problem to be investigated. Basic questions remain unanswered, and we still have no clear timetable for completing the review or preventing further avoidable costs. CWILL’s own initial screening identified 35 DPD return labels with adjustment charges totalling $632.31. Those are only a filtered subset of the 239 labels now being considered in the wider review. The validity of these charges remains disputed. One example illustrates the unanswered questions. The boots weigh 1.4kg including their box, our current default package weight is 2.5kg, yet the adjustment record shows 1kg declared and 5kg billed. We still have no explanation of where the 1kg declaration came from or the evidence supporting the 5kg billing. CWILL’s team previously helped us configure the app. When unexpected charges started appearing, we expected clear technical answers and a coordinated investigation. Instead, we spent considerable time chasing updates, repeatedly explaining that one parcel was an example of a wider problem, and being asked to check a filtered spreadsheet for missing cases ourselves. We pay for this service and expected the provider to lead that work. CWILL has now agreed to review the wider records, retrieve information it already holds and coordinate with Shippo and DPD. That is welcome, but we still lack a confirmed cause, a timetable for completing the full review and a corrective plan. CWILL has also warned that reimbursement of every adjustment cannot be guaranteed. We understand that charges need investigating. What remains unclear is what responsibility CWILL will accept if its configuration or integration caused avoidable costs. At this stage, the combination of unexplained charges, repeated chasing and unresolved accountability means we cannot recommend CWILL based on our experience. We are actively evaluating a replacement. I will update this review with the investigation’s findings and outcome.

I was unable to set this up. I am simply not tech savvy and only received links to instructions pages when I requested set up assistance.