After years of running an offline store, I finally made the move online with Shopify. It’s been a learning curve, but one app that really helped me get things running smoothly is Guide: AI Help Desk & FAQ.

Great app! Guide has been a terrific addition for our business and customer shipments. While Guide offers a pretty seamless (and painless) claim process for our customers, it offers an additional benefit we did not expect. It offers new customers another layer of order assurance and confidence when ordering, which helps strengthen conversion rate. Claims are paid our promptly and seamlessly. I like that the insurance price is low for our customers, making it easier for customers to accept vs other services out there. And, that we ourselves do not incur any fee for using the service. The only thing we did not factor in is replacement product shipping costs on orders where shipping was free - like when the customer has free shipping on an order over "X" dollars. While Guide does cover the replacement product cost, it does not cover merchant fees required to ship out the replacement. So keep that in mind for parcels travelling far. It is still a benefit however, in that it reduces the merchant's overall cost for replacing shipments gone awry. Customer service has been excellent. We had a few issues with initial set up in our liquid theme code, and they were quick to respond and get it all working smoothly. Highly recommend!

Really great customer service that is always available when I need help submitting a claim! I've never had a claim be rejected for any reason, and the team is super flexible when it comes to reordering (sometimes they'll have me manually send the replacement order and they'll refund me the cost of reshipment). Overall I'd highly recommend.

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.

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!

So far so good! Everything has been fairly straight forward and when had questions the developer was responsive.

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

We discovered an ad graphic for a sports drink in our site footer that appeared because of the app in addition to malformed text about the app with giant icons. Though support removed it shortly after we discovered it, we received no notification of the issue from them and reported it ourselves. We were not given any explanation of the error by the developer, nor did we receive any information about the security implications to our site. Support was polite and gave an apology for the inconvenience. We decided to remove the app immediately because of security concerns.

After using this app for a few months, I've had a couple of issues with customers not being able to file claims once their package was loss/damaged. After contacting customer support, Cam W. was quick with responding and was able to look into my account and assist with this issue.

Guide has been tremendous, I have tried many solutions but this is by far the best one! Support is very quick and the customization aspect for our stores has been great!