Guide Protection + Returns
Turn approved replacement claims into full-retail reorders
#1120 of 2,869 in Orders and shipping · Warranties and Insurance
- Rating
- 4.6 from 47 reviews
- Rating from stores in the top 100k
- 4.3
- On Shopify since
- 2020
- Pricing
- Free plan available
- Seen on
- 236+ stores
Bigger stores rate Guide Protection + Returns 0.33 lower than the crowd does. The App Store prints one number; the store behind each review is the part it never shows.
What merchants say
Read all 143 with sourcesEvery review carries the store that wrote it and how big that store is, and 12 of them are complaints you can read in full.
- 5★2026-08-05
Couldn't be happier with Guide! From the very beginning they've always taken care of our concerns or requests crazy fast! We highly recommend Guide and can tell you from experience your customers will be glad you went with Guide.
The Steamer · unranked store
- 5★2026-06-09
Our experience with Guide has been exceptional. We have been a client of Guide for more than two years, and throughout that time, their team has consistently delivered outstanding service and support. The support team is always responsive, claims are handled efficiently, and resolutions are reached quickly, leaving our customers satisfied and confident in the process. One of the things we value most is the unwavering support we receive from the Guide team. They are always willing to collaborate with us to find the best possible solutions, especially when navigating complex situations such as fraudulent claims. The Guide team consistently provides fast, fair, and effective resolutions. A special shout-out to our representative, Cam Weston. Cam has been an absolute pleasure to work with and truly feels like an extension of the NRML team. His authenticity, professionalism, responsiveness, business-minded approach, and consistency have made a significant impact on our experience. Having a partner who genuinely cares about our business and our customers is invaluable. Thank you to the entire Guide team for your exceptional service and partnership. We greatly appreciate everything you do and look forward to continuing our successful relationship for many years to come. SG Chief Operating Officer NRML
NRML · top 100k store
- 5★2026-06-08
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!
Morrocco Method International · unranked store
- 5★2025-07-17
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.
Mindful Moments Shop · unranked store
- 5★2025-04-24
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.
Tropicaleo By Tamara · outside the top 100k
- 5★2025-04-24
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.
Aya · top 100k store
- 5★2025-04-24
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!
Elva's All Naturals · outside the top 100k
- 5★2025-04-23
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!
Phoenician Grinders · top 100k store
- 5★2025-04-22
So far so good! Everything has been fairly straight forward and when had questions the developer was responsive.
Champagne Socialist · outside the top 100k
- 5★2025-04-21
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
ShadedbyShanell · outside the top 100k
Read all 143 with sources – and filter them to the complaints, the recent ones, or the stores big enough to matter.
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