Guide Protection + Returns

Poor customer service. Constantly charging my customers double or triple. Cannot get the refunds. DO NOT RECOMMEND.

Guide Purchase Protection has been a great partner for our business. Our customers really appreciate having the option for added protection on their purchases, and it’s been a win-win for both our customers and our team. The claims process is straightforward and easy to navigate, which helps create a better overall customer experience. From an operational standpoint, the Guide team has also been extremely responsive. Any backend or coding-related issues we’ve encountered have been addressed quickly and efficiently. Overall, Guide has been easy to work with, responsive when we need support, and a valuable addition to our Shopify store. We’ve been very happy with both the service and the partnership.

Onboarding with Guide was seamless and took hardly any time at all. The services have been great so far definitely full service, freeing up time for our team to focus on other tasks! Highly recommend!

We were using another package protection app that turned into a billing nightmare for us - we were seeing hundreds of charges for .98 - 1.29 going back two years. They couldn't explain the charges but kept charging us. We switched to Guide and it's been smooth sailing since. Switching over was easy and well-managed. No billing nightmares, no unexpected charges. For our customers, the claim process is straightforward and settled quickly. Thank you Guide!

Guide has been a genuine lifesaver for us as a small business that ships a lot. USPS never honors their claims and makes the process very complicated for the recipient which we of course dont want. We rely on return customers. Guide is prompt, kind, efficient and FAST. I hope they never change or get bought out. I reccommend them to all my small biz friends.

I am so happy to have installed this app. So many of my customers are taking advantage of this. No headaches and straight forward compensation for shipping protection. Good luck to the team here.

This app is a life saver! It allows us to offer our customers a higher level of customer service, while freeing up more time for our team. Also they have the most responsive customer service. Cannot recommend enough.

We have had an amazing experience with Guide. Their team is extremely responsive; It's refreshing. We used another app for over two years, but Guide made the switch easy. We couldn't be happier with this partnership. Their team truly is interested and invested in the success of our brand and the customer.

This app is a great alternative to those like route who will overcharge and stick you in boxes. At Route they jumped the price 3x in a few months which turned to heavy drop in conversion and i eventually ended the relationship because they were trying to collect almost a 4% coverage cost. Guide will work with you to find a balance between the cost and your customers experience. There are things that have happened like double charges and in store pick up charges, which you've seen in some reviews here, but they've been attentive and have made strides to better their solution.

If you’re on the fence about which shipping insurance app to choose, let me help you decide—go with Guide! Spencer, our Account Rep, has made everything from installation to daily operations smooth and stress-free. His quick replies and proactive support have made all the difference. Not to mention, Guide offers some of the best rates and terms we’ve seen in the market. Truly a superior choice for Shopify users.

love guide! i’ve been using it for a few months and no issues at all! it’s much better than the other shipping insurance i had

This app ease of mind for our customers and helps us pass on some additional cost. Very straight forward and fairly easy to setup. They have made some updates recently that have made it easier during workflow.

Thus far this app seems like it will help with shipping issues. No problems so far! I can’t wait to see what it’s really about.

This app is great for our customers. It really takes the worry out of what to do about lost shipments. Installation was a breeze. A big win for the customer!

Easy installation and plenty of options to help your customers. puts it on the cart page and gives the customer the option to opt in or not

The customer support has been the best I've worked with, bar none (thanks, Cam!). I've always received a prompt and thorough response to any questions or issues, and this app has taken a lot of shipping-related stress off our company's shoulders. Highly recommend!

We reached out to Guide a little over a year ago when we decided to move our site to the Shopify platform. We received a quick response from Ryan with Guide to send us over some information and set up a quick call to see exactly what our needs were and if they would be a good fit. They were quick to help us get set up and their response time to our customer's claims has been much quicker and less of a hassle for us then when working with normal 3rd party insurers. Our customers can provide all information quickly and efficiently directly to them. We love that our customers pay directly for this service and can opt in or out based on their needs. We're a very niche business with the majority of our products being custom made with extensive lead times, Guide just overall gives us and the customer a secondary layer of safety once the product is out of our hands whether its a high cost custom item, international shipment, or even an LTL shipment. We're very happy with the current service. We have found this service to be instrumental in keeping our customer satisfaction high.

Excellent service! When a customer lost their package, the claim process was simple thanks to the provided link. Customer service quickly answered all my questions. Considering the frequent shipping issues nowadays, this protection is a relief for any merchant. Highly recommended for both new and established stores.

This is a must have if you are shipping orders. No greater anxiety than when a customer says their package is missing, but complete relief when you see they protected their order with Guide. Guide team has been great to work with and we would recommend it to any retailer.

I love this app. It makes our job so much easier. With the failure rate of shipping companies these days, this app is essential for small businesses. Our customers who have had to file claims have the easiest experience. Their service is top notch. It's refreshing to have an app with support that is responsive & helpful!