CWILL Returns & Exchanges
by CWILL INC · launched
View in Shopify App Store ↗Reviews (485)
I’ve been using the app for about a month now, and so far I’ve had a great experience! Customer service is quick to respond, friendly, and very helpful. Definitely impressed with the support and overall experience!
Thank you so much! Everything went smoothly, and Nora was extremely helpful throughout the setup process. Everything worked perfectly.
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.
Developer reply ·
Hi Michael, Lisa here from CWILL Returns. You have every right to feel frustrated, and I’m genuinely sorry that our previous communication and follow-up did not give you the clarity, ownership, or reassurance you deserved. Please know that your concerns are being taken seriously. Our technical team is reviewing the relevant label records and generation logs, while we continue pressing Shippo and DPD for the measurement evidence behind the disputed adjustments. We are also reviewing what can be done to reduce the risk of further unexpected charges. I understand that words alone are not enough at this stage. We hope to rebuild your confidence through clear findings, consistent updates, and meaningful action. I’ll remain personally involved in your case and continue working with our team toward a fair and transparent resolution. Lisa Customer Support Manager CWILL Returns
We’ve been using CWILL Returns & Exchanges for a while and couldn’t be happier. The platform is intuitive for both our team and shoppers. Creating custom return rules is effortless, and the automated workflow drastically reduces back‑and‑forth emails with customers. It is a must‑have app for any Shopify store handling returns.
Just switched over from Loop Returns and I wish I did it sooner. Their onboarding had me stuck for weeks. Here I installed the app and was basically set up the same afternoon, mostly thanks to the live chat support. Mig answered every question I threw at her: custom badges, auto approval, how exchange orders sync back to Shopify, return shipping fees, all of it. When I hit a wall building my automation workflow, he created a draft on his end so I could customize it instead of starting from a blank screen. I walked away with returns and exchanges auto approving, USPS Ground labels only, and a self serve portal my customers can use without ever emailing me. I run a small beauty brand and do everything myself, so support like this is a big deal. Highly recommend.
Mig was incredibly helpful in getting the CWILL app set up for our store. She was patient, knowledgeable, and guided me through the entire process step by step, making sure everything was configured correctly. She answered all my questions quickly and made what could have been a complicated setup very easy. Excellent customer service — highly recommend!
Had to get in touch with support to get the design section unlocked to get my logo uploaded ,and i got Mig who was very quick and polite, quick support and so far the app easy,also needed some cutomizing to match my site,and they have put in a request and brand colours recommend yes
Marj was amazing! She was fast and answered all my questions. Great customer service!!
Support team is great! They're very helpful and resolves your concern quickly! Recommended 100%
ParcelWILL has been a great addition to my business. The tracking is accurate, updates are timely, and the interface is very easy to use. It helps me keep my customers informed and reduces support inquiries significantly. Everything runs smoothly, and the overall experience has been reliable and professional. Highly recommend for any ecommerce store looking for a dependable tracking solution.
ParcelWill went above and beyond to add a crucial feature for us that made this app much more useful for our business. Next level customer service! This app has been amazing for smooth return processing.
Developer reply ·
Hi Team, Thank you so much for your review. Every user's feedback is incredibly important to us, and we truly take it as motivation to keep improving our product. We've now optimized the feature you mentioned and have successfully released the update. Have you had a chance to try it out yet? Our team has already connected with your team. We're happy to provide a detailed walkthrough of the new features. We hope our efforts can be of great help to you! Thank you so much for your feedback! Best regards ParcelWILL Returns Team
Great guide throw by Donna. Unfortunately this APP doesn't coordinate well with Shopify
Assistance staff very appreciate. Cecilia in particular. Thanks.
Great service from Donna, super fast and helpful
Zessa a réglé mon problème en 2 minutes. Super efficace ! Merci beaucoup !
Jane a tout fait à ma place en deux minutes, la meilleure!
Customer service is excellent, and the Shopify integration is straightforward. Zoey was incredibly helpful in guiding us through the setup.
Developer reply ·
Hi Team, Thank you for reaching out and for sharing your valuable feedback. We truly appreciate you taking the time to let us know about your experience with Parcel Panel Return, and our team is fully focused on ensuring your process runs smoothly. We understand your concern about repetitive steps when using store credit or other alternative return solutions. To ensure accuracy, our system includes multiple return address options. When approving a return request, we kindly ask you to confirm the default return address to prevent any potential errors. Our team will reach out to you via live chat and email at returns@parcelpanel.ltd to better understand your workflow and help streamline these steps. Additionally, we offer an Automatic Workflow feature that allows you to create customized automation rules, reducing manual tasks and simplifying your return process. We’d be glad to walk you through setting this up if it aligns with your needs. Regarding the refund amount discrepancy you mentioned with store credit, our system is designed to process refunds strictly based on the actual amount received and the discount rules configured in your store settings. To help us investigate thoroughly, could you please share the relevant order or RMA with our team? This will allow us to promptly review your specific case and ensure everything is functioning as intended. We’re here to support you every step of the way and look forward to working with you to resolve this. Please don’t hesitate to reach out—we’re just a message away. Best regards, Parcel Panel Return Support Team
Easy to implement, great support and cuts my workload down tremendously.
Wonderful service from Donna! She helped me with everything I needed very efficiently. Thank you!!
I'm quite specific when running my store, I feel my customers should get the best technology and service i can offer. I expect the same of any app I use. My returns and tracking management, it needs to be bullit proof and i need to know their team can support me when i need it. Having tried literally 6 other apps, Parcel Panel is the best by some distance. Its one of only 5 apps i use to run my store. Its essential for what we do. Their customer support is second to none, and frankly thats rare. does it cost more yes, its why i avoided it in the beginning. But you do get what you pay for. wouldnt use any other app for tracking, or returns management but it took me a year and a half to figure that out! if they offered 6 stars I'd give it to them. PS Im not easy to please either rest assured....
