CWILL Returns & Exchanges

I've been using this app for a few months, and recently I encountered an issue where customers kept receiving the error message: "Please enter a valid order number and email address", even though they were entering the correct details.

I contacted customer support, which took ages to respond. And guess what their solution was? "You can go to Shopify and create a return for your customer outside of the app."

Seriously? Just imagine paying for an app every single month, only to be told to handle returns manually through Shopify when the app stops working!

What's the point of paying for a return management app if I have to manage returns myself?

Extremely disappointing customer service and an unacceptable solution for a paid service.

Great support from Halsey! I had several questions about how refunds, return statuses, restocking and exchange tags work between CWILL and Shopify, and every one was answered quickly, clearly and with screenshots. She also explained how to fit the app around our ERP inventory sync and passed our feedback on to the team. The app itself is easy to use and the return portal looks professional. Highly recommended!

CWILL’s handling of our billing complaint has been unacceptable.

We pay for an automated returns service, yet have spent considerable time chasing explanations for recurring carrier adjustment charges and repeatedly pushing for the full problem to be investigated. Basic questions remain unanswered, and we still have no clear timetable for completing the review or preventing further avoidable costs.

CWILL’s own initial screening identified 35 DPD return labels with adjustment charges totalling $632.31. Those are only a filtered subset of the 239 labels now being considered in the wider review. The validity of these charges remains disputed.

One example illustrates the unanswered questions. The boots weigh 1.4kg including their box, our current default package weight is 2.5kg, yet the adjustment record shows 1kg declared and 5kg billed. We still have no explanation of where the 1kg declaration came from or the evidence supporting the 5kg billing.

CWILL’s team previously helped us configure the app. When unexpected charges started appearing, we expected clear technical answers and a coordinated investigation.

Instead, we spent considerable time chasing updates, repeatedly explaining that one parcel was an example of a wider problem, and being asked to check a filtered spreadsheet for missing cases ourselves. We pay for this service and expected the provider to lead that work.

CWILL has now agreed to review the wider records, retrieve information it already holds and coordinate with Shippo and DPD. That is welcome, but we still lack a confirmed cause, a timetable for completing the full review and a corrective plan.

CWILL has also warned that reimbursement of every adjustment cannot be guaranteed. We understand that charges need investigating. What remains unclear is what responsibility CWILL will accept if its configuration or integration caused avoidable costs.

At this stage, the combination of unexplained charges, repeated chasing and unresolved accountability means we cannot recommend CWILL based on our experience. We are actively evaluating a replacement.

I will update this review with the investigation’s findings and outcome.