AfterShip Returns & Exchanges
Automated Returns and Email Notifications
Rating
4.6
feedback
1,229
chart
#1,846
All reviews
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Feb. 10, 2020
Beware! This app does not automatically issue a refund like the free Shopify app does! We found out after a few weeks that this app had not refunded the money to our customers once we had processed the refunds, so we had to go back and do it all manually! The creator has NOT clearly informed about this! It makes the app useless to us, as it's time-consuming to do every refund manually. We're going back to the free app we used previously. UPDATE to developer: I have already reached out to you and was told that refunds have to be done manually.
Hi, We are sorry about your case. However, in Returns Center, merchant can refund to customer's original payment method directly. We simply call Shopify refund endpoint to do so. Therefore, this might be an individual case. Could you please kindly reach out to us at [email protected]? So that we can figure how it happened and help you solve this issue. Thank you so much!
Dec. 12, 2019
Admittedly, I did like this app at first however, there are huge faults that this app has that can't be overlooked anymore. So let me save you time and money: 1. When you first get this app if you're trying it out you will be on their standard starter package (5 returns/month + $2 for every additional return). Please read that carefully, you will be charged an extra $2 for every return if you do not MANUALLY delete the app, remove your account integration, REDOWNLOAD the app, reintegrate, and then choose a different plan. They do not automatically upgrade you based on your returns usage, or even have the option to upgrade easily within the app (which is common practice for almost every single app). They're literally trying to scam you out of more money hoping that you don't notice you're over your quota and charging you a ridiculous amount for the extra returns. When I did notice this was happening I contacted support and I was told that I would have to go through each of my SHOPIFY invoices, because for some reason they also don't have their own separate billing and invoicing for you to check how much you're paying - to get a refund. Now mind you, this would take hours and as a business owner ain't nobody got time for that. I was willing to overlook this and continue using their service, until we get to point two. 2. Aftership sends out emails to your customers using their server, with a reply-to email as your business email address. The problem is, ALL of the Aftership emails being sent out are being marked as spam by your recipient's mail servers, so they never see your return approval, return instruction emails, etc., When I contacted Aftership regarding this issue I was told that I would have to email EACH of my customers to add our business email to their address book so they wouldn't be marked as spam. Well, clearly this support tech had no idea what he was talking about because the emails are sent out from AFTERSHIP'S servers so even by adding our email address to their address book it wouldn't do anything, also it defeats the purpose of having an AUTOMATED return service. Great idea, let me take the time now to email hundreds of people for no reason, g r e a t i d e a. This is when I decided the app was just a huge waste of time and money. 3. Whenever you have an issue with their app they tell you to add it to the blog or something so people can vote on it. Their support is horrendous and I'm pretty sure all the reviews on here are fake. Definitely something fishy with this app that is apparently the most used returns app on shopify. I've switched to return magic, which seems pretty good so far for those looking for an alternative to this mess.
We highly value your feedback and AfterShip Returns Center is an actively developed product. Our support has reached out to you in-person to collect more information and yes, we will surely work on the improvements you suggested. Below are some keynotes from our product owner and engineers: 1. We understand that you feel the price $2 per extra return high. That's the price only for quota exceeded. By choosing a right plan fitting the scale of your monthly transactions, you get a pretty low charge per return. We always want to offer you great service with a reasonable price, and we are trying to provide upgrade notice when quota exceeds for our customers. For now the notice is at "Settings > Billing" section, and we plan to provide more explicit notice + email reminder for customers to watch over their monthly usage so that they won't be charged an unexpected quota exceed fee. 2. We understand upgrade & downgrade without reinstallation is an important feature and we have been working on it. For now reinstallation is a must (and yeah a bit more steps we understand) to upgrade/downgrade your subscriptions. We are striving to release a one-click upgrade very soon and will update the progress with you in our blog (https://blog.aftership.com/) and our app homepage. 3. The way we are sending approval emails on behalf of you has a high chance to be marked a spam by email service providers. We do have a plan to provide a configuration for customers to setting up their email domain with our server to resolve this issue, please bear with us in the updates. In short term, when your customers submit a return request, we will show up a warm notice for them to remember to check the spam/junk mail box for any progress updates. Please accept our sincere apology for the inconvenience caused.The product has frequent updates every month, we look forward to see you coming back to experience the improvements we have been making. Thank you!
Dec. 13, 2019
Be aware that if you need to upgrade to the next plan they direct you to uninstall and reinstall the app then you have to redo all your settings, why would they do that? Isn't it common that websites grow and you upgrade to the next plan? Every other app has a simple one button or so click to upgrade they make it easy for their customers. I messaged the customer service asking them to upgrade me, they sent me links to disconnect, followed the process it does not work in fact after I disconnect the app and go back the connection back, clearly this app has a bug. In speaking with our Merchant Success Manager @ ShopifyPlus she stated that uninstalling and reinstalling an app for upgrade she has not heard of. Please note that I received an email they would screen share with us at 1pm today, they never sent us the link, we are now 3 days of not being able to create & send return labels for our customers. I sent another time to support. So disappointed in this app. I have worked on many shopify sites with many apps and this is the first time I have had this type of an experience. Like the person that posted Dec 12, 2019 I am wondering if the reviews for this app are accurate.
Please accept our humble apology, could you please join us on a screen share call? We will resolve the issue on the call itself. Kindly check your email inbox. Please reply to it and we will connect immediately.
Nov. 23, 2019
Update 11/23: It was briefly fixed when it allowed me to update payment but started treating me like a stranger this morning. It behaves like I've never signed up even though I've presumably paid for the next month. I have a backlog of return requests that I can't access. My customers are angry and I feel humiliated. Support is severely lacking. It looks like this whole issue started around the same time they rolled out a bunch of updates to the app. Could someone please fix my issue??? Original post: We used this app just fine for a couple of months until my credit card needed updating. When I enter the app, it prompts me to select a plan which is all fine. When I consent to the charges I get declined and informed that I need to update my payment. When I click the update payment link, it circles me back to select a plan. There is nowhere to update my payment info. I've tried explaining this to support and they would rather assume I'm an idiot that simply can't navigate their website. I've been trying to get help from support for a week now and maybe there's a language barrier? I simply would like to update my account... make a payment and resume the service. Can someone help me resume active customer status please? I have many annoyed customers right now.
Dec. 16, 2018
I have no idea why this app had 844 reviews, i can only say something is really fishy. There is no way an app this weak to get this amount of reviews. They work with votes to implement a basic idea, however some votes only have 2 votes and they added them lol... We have spent over 16 hours of work just to get going and finally the thing that made us uninstall this app is the basic features that arent there and that our customers cannot respond to the automated emails. there is no way this app has 1000 customers so i dont understand how they got this amount of reviews. im thinking more like 12 people are using this app. Customer service is super slow and unresponsive. I truly believe someone in the market will come up with a really good return management system,
June 4, 2018
Really good app but not available in French so unfortunately I can't use it at all while I already use the regular Aftership order tracking app... Will change my rating when I will able to use it and test it.
May 26, 2018
The free version of this was great and had the price for the update been reasonable I would have gladly upgraded but their new prices are extortion. DELETED!
May 9, 2018
I loved it when it was free and I totally understand that you need to charge us to continue but you guys chose to charge so much. If you compare with other returns apps on shopify you are charging just double and providing half of their features.
April 30, 2018
The app is easy to use and I would not have minded paying something for it. But the price point you guys are asking for is really unrealistic. I guess you are probably counting on the - most likely - many shopify users who will not pay attention and just update to the new version not realizing that they will actually start paying in 14 days time. I think you should re-evaluate. 5 euros for up to 20 returns ok. but not what you want to charge!!!
April 19, 2018
I loved this service until they changed it and have ridiculous pricing starting at $40 . Wont be back
April 27, 2018
Now this app has gone upto $40 for 4-20 returns it doesnt make financial sense to keep it running in our store. such a shame as it had the basics for returns to be organised easily. review Pre charge easy to install and setup. makes returns a breeze for my customers and keeps them organinsed for me. its a win win. thanks www.petnpony.co.uk
April 18, 2018
Was my favorite app until they decided to get rid of the FREE app and start charging $39 a month. I was planning to upgrade because it was so easy to use but trying to configure the new app was so complicated, I gave up and moving on. Would've been nice if they offered the FREE one or charge maybe $10 a month and I would've stayed on without having to reconfigure it. Very disappointed customer.
April 18, 2018
JESUS CHRIST, THEY CHANGED THE FREE APP TO $40 a month?? well i guess even if one person stays he is going to be happy, he will be getting A LOT MORE than what he invested! totally not worth it. STAY AWAY FROM THESE PEOPLE AT ALL COST, ALSO THEIR CUSTOMER SERVICE IS TERRIBLE. THEY WOULD NEVER GET BACK TO YOU. Clicking on my store logo implies it should take the customer to my store, but it does not so, When asked support about this fix, they said they won't care because there are not enough requests for it and they won't care about my request! Basically if a customer click on that link and is taken away to their page, their only way out of that page is to click on BROWSER's BACK button, or to close that tab and open a new one, Can you imagine such poor design and they are not willing to do this easy fix because I am the only one who told them about this bad design.
Sept. 15, 2017
Doesn't allow you to change the email template that autosends to your customer. This is a huge deal. I don't want just anything sent to my customers. Please fix this and we will change our rating.
April 20, 2018
I am changing my review as they took this app off Shopify, charge now $40 and do not communicate at all.. bye bye, easier to put a packing slip in the package and have them send it back by checking off the reason box. have to save money.
April 28, 2018
UPDATED: Sorry guys, I totally understand charging for the service, but your price points are so far wrong it is not funny in the app ecosystem. Uninstalling. Running an apparel business, if I didn't have a rock solid returns system for wrong sizing I am not sure the business stays viable. AfterShip does the job better than the others I have tried. https://onlinecyclinggear.com
June 9, 2017
Awful app. Cannot customize the email. So it says from AFTERSHIP and not our company name. Support takes way to long to answer and they don't have phone support. Do not recommend.