Protect for Shipments & Causes
Protect is the best eCommerce protection app for Shopify!
Rating
3.8
feedback
7
chart
#19,472
Reviews Over Time
App Ranking
Time spent using app
-
Less than an hour
0%
-
Less than a day
0%
-
Less than a month
29%
-
Less than a year
57%
-
More than a year
14%
Reviews Summary
The reviews for the Protect app are mixed, with both positive and negative feedback from users. On the positive side, customers appreciate the easy installation process, transparent reporting, and quick customer service. The app has been described as hassle-free, easy to implement, and providing top-notch support. Users have found it helpful in dealing with lost and stolen packages, offering additional protection and peace of mind for both businesses and customers. The app has also been praised for saving money on lost shipments and providing a smooth claims process. However, there are negative reviews highlighting issues with bots attempting to make purchases, lack of support from the Protect team in addressing technical issues, and unresponsiveness to customer requests for assistance. Users have expressed frustration with the lack of help in resolving issues, especially when it comes to uninstalling the app and dealing with customizations. There is a call for the Protect team to take more responsibility in assisting customers and addressing concerns promptly.
Highlights
Rating Breakdown
Review RSS Feed
All reviews
July 25, 2024
Very accommodating at the beginning and very helpful with the set up of things. However, we noticed that we started to get bots attempting to make purchases one after another several times every single day with ONLY protect item in them. We took it to the Protect team asking for guidance and help, and Khoi (from protect) basically responded “just review where the bots are coming from and block their IP(s)” as if I am the expert here. Also on their app keeps saying that it is unsupported saying that the app might not work as expected as it needs to be updated by the developer. Again, we took it to them and they didn’t even address that for us. So they’re NOT even trying help or resolve any issue for us. What Khoi actually does is respond like this: “How do you know it is a bot/spam”, “ what report are you looking at to see this phantom abandoned carts”. We proceed to take the time and sent a screen recording of all his requests and he completely ignored us. Since we were not helped and were ignored by this individual. We proceeded to request guidance on how to uninstall the app so that it doesn’t create issues if we uninstall it due to the customizations that were performed and again we are being ignored and not helped. The Protect team has to take more responsibility on helping customers when issues arise. That’s your job you’re in business because of your customers, have the decency to take care of them.
Hi Kirsten! I'm sorry I was unable to assist you any further and that you felt I was unable to provide you with the service you needed. As an app, the scope of what I can do is limited to our app operation and I did check things very thoroughly and found it was performing normally. For things like bot traffic, unfortunately, our app has limited access and scope. Given the limitations, I really tried to provide suggestions and guidance on 1) verifying the issue (by asking you where you look so I can look as well) and 2) a possible solution how to prevent it (by blocking them as is a common way to deal with this). I was not necessarily suggesting that you would fix it yourself as it could be something you have your developer or Shopify look at. Bot traffic such as this can occur on any website. I can only guess at how they chose your site but it is usually random. From their pattern you described, it sounds like they were attempting to test credit cards using different combinations of input. They need to spread this type of test across many merchants and different bogus customer info. My guess is that lower cost items (such as Protect) are easier to use for their tests as it won't raise as much suspicion. Thus, it was coincidental our Protect was used in their tests. I would even say it is fortunate the bots did not attempt to purchase your other items (and possibly succeed) causing you to ship them only to get a chargeback and also lose your item. As for the App updates, we verified nothing critical was at issue as we worked to make the updates at the time. So I do try to be accommodating and the only difference in your later "bad" experience is that my hands were tied so I couldn't actually do much to help due to my scope limitations. I did what I could which was to try to provide some guidance but you felt that wasn't satisfactory.
July 2, 2024
The team here was great - easy install, transparent reporting, didn't have to think twice once it was on our store. Really quick customer service too if you ever have a problem.
March 4, 2024
Protect has been hassle free and super easy to implement. Support is top notch and has saved us a ton of time dealing with lost and stolen packages.
Feb. 28, 2024
Great App, Excellent Service and Support! Offers white glove installation and very helpful to ensure a great experience for your customers. Gives additional protection and ease of mind for business and customers when shipping delicate items. Purchasing insurance and filing claims from teh ease of your own website, no additional steps or hassle. Highly recommend!
Feb. 14, 2024
Really great shipping protection app! We've used a couple, and this has been our favorite. Their customer service has been top notch!
Sign up to receive AppNavigator updates
Find out when we add keyword-monitoring, review RSS feeds and more