AfterShip Returns & Exchanges

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.

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.

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.

Nov. 21, 2019

The app works great if the return is for a single box. We have processed hundreds of returns with this app and have been relatively satisfied overall. One challenge: If a customer has multiple boxes to return, there is no way to provide multiple shipping labels to the customer. At that point, we need to manually create electronic shipping labels and email over to the customer. This defeats the purpose of the app. Additionally, In the past month, I've seen a large volume of customers say they never received the secondary email after we've approved them for a return. At that point, there is no way for me to re-send the confirmation email (which contains the optional return label for them to print). As such, I typically need to manually save their return label and send it over to them on my own. Again, this completely defeats the purpose. It would also be nice to be able to easily change shipping label weight and dimensions for each return as we have hundreds of different size and weight packages. If you need a return solution for single, uniform boxes, this app should be great for you. If you need anything flexible or variable (or if you have customers who potentially don't receive emails from the app) then you might not be satisfied with this app.

Nov. 19, 2019

We use this app - great support - thanks for making returns so easy. I would highly recommend this a

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.

Nov. 11, 2019

i like the app it works well for me and keeps customers happy. if still think there could be some changes to make it better but i still use it. Thanks

Nov. 1, 2019

The app has been useful to assist in returns, however we often experienced difficulties opening the app to use.

Oct. 25, 2019

I really like AfterShip Returns... with the new update of 10/2019 it has improved a lot! New multilingual features and a new simple look... Attention however, on the site is written "All features included" on all plans, while in the setting Language the multilingual is given only for higher tariff plans... not good!!

June 12, 2024

Ankit answered all of my inquires today I am a happy customer

Oct. 23, 2019

works well to organize our exchanges but there should be a function to issue a store credit within the shopify system since they do not offer this.

Oct. 8, 2019

The application works correctly. Easy to operate and take the information to CSV. 100% recommended

Oct. 7, 2019

Seems to be helpful with returns. Using the basic plan for now and will see how things go. Would like options for the theme but will try to find our own HTML.

Oct. 2, 2019

Good price and easy to use. Wasn't able to customise notifications sent to a customer, so am leaving a review to hopefully unlock this capability

Aug. 23, 2019

The support is one of the worst I've seen so far for a Shopify app. They seem to not be able to understand my questions. The 3 stars are for the interfaces. It looks prettier than another app that I was considering. As far as capabilities, it's just ok. I still have to do a lot of work on my end, but at least it makes the return process easier for my customers.

July 10, 2019

I really need it to be dutch, or customizable to translate everything.. so a no go for me till it's possible...

May 19, 2019

Saves me a lot of time and hassle. I would really like it if your app combined the functionality of an Exchange product app as well.

Dec. 3, 2019

Update 12/3/2019: The developers reached out to me after this review to offer their support and apologize for the unhelpful responses I was getting. Since then, I have processed 10+ returns using their app and it has worked well. There are some feature changes I would like to see before I consider it a "5 star" app, but it's certainly functional and does it's core function very well. I am updating this review to 4/5 stars and would gladly give it 5 if return shipments were easier to track (and had email alerts!!). It currently takes several page refreshes to see a shipping status from USPS and that's just not acceptable. There's nothing worse than a customer sending their return and it just sitting there without the shop owner getting alerted. Original review: So far the interface seems good but I'll only know later down the road when my store starts getting returns. This 2 star review is strictly due to the poor AfterShip customer support. After I set up my account with aftership, I needed to go back in and change the return address (where my customers send their product back to) but I couldn't figure out how to go back and change this in the settings. I shot an email to AfterShip support and they kept copy/pasting the same response in their reply. "Hello, Please contact courier or shipper directly. AfterShip is only a shipment tracking platform. Here are some useful articles for you." And just so you guys know, I was very detailed in my emails about being the owner of a shopify store and even sent the emails from my support@ email address. I eventually figured out how to change the address myself, but I wasted a whole week waiting for an actual response (that never came). Just the same copy/paste that had nothing to do with my question. Hopefully everything works well once returns start coming in because this joke of a support will definitely not be there to help.

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,

Sept. 26, 2018

Great app for our business. Very helpful for making returns easier. I know our customers appreciate the convenience! We just had our first return and so far so good...