Navidium Shipping Protection

We moved from another app that made the customer experience difficult. It was important to us to handle the claims as we saw fit and Navidum allows us to do that. Highly recommend this app for self-management of any insurance claims. Easy integration. Support emails could be answered a little more quickly but overall we are super happy with the app and the support we've received.

Have used this for ~2 - 3 months now with great results. We ran a test and it indeed product more average contribution dollars per user than without Navidium. The team also helped us with an extensive & tricky custom install. Highly recommend!

This is a good app that makes sense and works well. The support team is also responsive and helpful. However, we do not understand why we are charged every 50 orders, even when not all 50 customers have chosen to use the shipping protection. Am I understanding the billing correctly? If so, could you please explain how these charges are calculated?

This app has been very helpful for allowing us customization with our package protection program.

customer service leaves much to be desired. no transparent info on dashboard about billing cycle date, pro rating months w/ fewer orders, etc. will probably switch.

So glad I made the pivotal switch years ago! Easy to use the platform in addition to keeping your fees. It's great having full control over the process. I've been with Navidium for 4 years now. Highly recommend.

We were originally a customer with Route, Navidium contacted us so we decided to give it a go. I gave them access to my Shopify storefront. They installed their app and we were good to go. A week later I realized some issues were happening due to the changes they made during installation to my coding. First of all the insurance was added to the cart during checkout but the customer was not able to opt out if they didn’t want it. Second of all, the product pricing for each product in the entire store changed to the same price as the total of the cart if that person added a product to their cart. For example, if the customer added a $10 item to their shopping cart. If they went back to browse my storefront, all the items in my entire shop will show up as $10. I don’t know what they did to my storefront when I gave them access to it. But I tried emailing Chandler my account rep and I didn’t get a response. I also emailed them through the contact us form at the bottom of this page 5 days ago and so far no response for anyone. They have no phone number on their website to call if anything goes wrong. It’s been a HORRIBLE experience. I had to go back and restore the backup of the website prior to giving them access to install the app. I’ve reinstalled Route protection since then. All around HORRIBLE experience for me.

I expect that sometimes an app may have glitches but I’ve been battling these glitches since Nov 16. I’ve had to delete the app twice now due to lost sales for these reasons. 1. Toggle button is on at cart page but item & charge is removed when you get to checkout. 2. Doesn’t charge correct % on order total. For example if you have 2%, when a customer orders $100 worth of an item it charges $2.25 not $2. 3. Doesn’t charge the correct amount if you choose static rate. A customer got charged $3 for a $15 item when it should have been $1. 4. The static rate may not work upon initial installation and you have to reach out. 5. When toggling off the insurance on cart page the text doesn’t change to the “opt out” information. 6. The Learn More link is also not displaying on the cart page.

So far, I'm not impressed. They installed the app and code into our website and since then the app is extremely slow to load, the setting reset so once you place the amount of money you want to charge the customer for insurance, the data is erased the next day and the learn more button isn't visible. I find that to be the most concerning as I saw another shopify store complain about this last year! The support team has yet to get back to me on any of my concerns.

I thought it would be a good idea to install this app, and my first few chats with them were great. I felt like I was in great hands and that we'll be happy with this product. Then the implementation started, and everything went south. An expert from Navidium will implement it for you. What they don't tell you is that they'll create a product for the shipping protection. In our case, they didn't disable the Google and Facebook sales channels for that product. Which means we were paying for Google Ads for that "product". Plus, they created hundreds of variants, even though we only wanted one price for the shipping protection. So, all of our reporting blew up completely. Product bulk editing is also a pain due to all the Navidium product variants. Any kind of feed or reporting had to be cleaned up. We started listing the product also on a marketplace that pulls a feed of all our products. Complete disaster. No one contacted us after the implementation to check if we were happy, so we didn't start using the product.

Useless application, can't run, can't check, doesn't work, only errors are displayed, no support.

So many bugs. They were pleasant to work with but worked very slow. Took them days to make small changes and then the app would start having random issues. It's too bad, because the claim portal is a great tool to have but I just can't use this with the amount of bugs it has.

We’ve been using Navidium since they create the app I believe and it’s been excellent. After trying other shipping protection apps, this one has been the best fit for our business. I really appreciate that it lets us take care of our customers directly instead of pushing them into a third-party claims process.

We moved over from a third-party shipping protection provider and have been really happy with the switch. Navidium gives us more control over the customer experience, and everything feels much more aligned with how we want to support our customers. The team has also been super responsive whenever we’ve needed anything.

**Update: Following this review, we received a legal threat rather than a resolution. We stand by the facts below. When Shopify made changes in early 2025, our opt-in rate dropped to near zero and we continued to be billed for approximately 10 months. When we raised the concern over the changes, the team pointed to a February 2025 email as proof of notification. That email stated the app would be uninstalled if the required changes weren't made by February 18, 2025, which would have stopped billing. The app was not uninstalled. We were not notified it would remain active and billable. We continued to be charged for a service that was no longer functioning as configured. No refund or partial credit has been offered. Sharing this so other merchants know to monitor their opt-in rates and billing closely after any platform changes. __________ Original review: Unfortunately, this has not been a good experience. Over a year ago, shopify made a change that prevented the app from working how we set it up and virtually no orders since then included the shipping protection while we were continually billed until we finally noticed. The app claims to have sent emails that we have not received and chooses to refuse a refund even though we haven't effectively been using the app for over a year. It's disappointing to encounter such unethical business practices and I would sincerely caution anyone who is considering working with them.

Have only just started using the app so don't have app-performance feedback just yet. But the customer service and support that the Navidium team provide is outstanding. They are incredibly fast at replying, they loop in multiple team members within the email chain and they are quick at troubleshooting. They coincidentally found a few minor bugs/glitches with our website and fixed it up happily out of good will too. Im sure the app will be great. Considering their level of support of great.

Great app! It really boosted our AOV.

So easy to use and has helped us a ton to cover cost of missing packages