Conturve review for Return Prime:Return & Exchange

June 18, 2025

We’ve used Return Prime since 2023 and initially appreciated being an early supporter during its development. However, the recent experience has been deeply frustrating and disappointing. Despite multiple written requests to pause or resolve our plan while we finalised negotiations, our account continued to be charged significant overages in two consecutive months. This occurred knowingly, even after we highlighted the issue several times. The charges continued while we were being pushed toward higher-tier plans, effectively locking us in during active discussions. While the team eventually introduced email notifications and offered credits as a gesture, this only happened after overage charges had already been applied. It felt like a reactive fix to an unfair billing process rather than a proactive merchant-first approach. Other Shopify apps we work with were far more cooperative and paused billing or issued credits immediately during similar plan misalignments. The lack of transparency, refusal to refund overages, and rigid billing approach even after admitting communication shortcomings reflect poorly on the app’s service. This is especially disappointing given our long-term loyalty and contributions toward product development and feedback. Merchants considering this app should review the usage-based pricing model carefully. What appears competitive upfront can become unexpectedly expensive, and resolving billing disputes may not be as straightforward as you’d expect from an app on the shopify platform. I have been with shopify for over a decade and never had such a bad customer experience.