PICKI NIKI

We have used Trustpilot with our Shopify store since 2023, including a paid plan in 2023/24. Setting up the new app is quick. The problem is what comes after. When a review states something provably untrue, such as “never delivered” or “no refund”, and you hold the delivery scan and the refund record, the product gives you no real way to deal with it. The flagging tool has no category for false statements of fact, and rejections arrive as templates that do not address the evidence. Account management told us in writing that it has no say over moderation decisions, and we were never offered an appeal. In our experience, removals worked reliably only once a law firm wrote on our behalf, with the same evidence we had already sent ourselves. On the free plan, invitations are capped at 50 per month. If you are paying for review management, check first whether it covers the one task that matters most.

We informed EAS in writing in January that we had switched to a UK fulfilment centre and asked what needed to be changed. The only answer was "let's have a call". In February EAS themselves confirmed our store setup needed to be reset - it never happened. Instead, the app kept auto-charging per-order import fees for months, in June even including our own free-of-charge replacement orders. On top, we are in an HMRC verification of a VAT return EAS filed, and our request for the filing working papers has received nothing but auto-replies for a week. Support responsiveness and billing accuracy are not what you need from a tax compliance provider. I will update this review if EAS resolves the billing and provides the documents. We asked to meet promptly to confirm the fulfilment-model change and complete any required store-side adjustments, but did not receive a response for several months. We remain ready to resolve the remaining questions directly and provide the requested documentation. Changes to a merchant’s business or fulfilment model require timely communication so we can maintain accurate compliance. EAS automates the process, so we normally do not need to contact merchants; however, when clarification or changes are needed, we ask for information or a meeting to ensure the service remains correct. EAS does not have active access to a merchant’s store. This is why we need to meet with customers: to discuss the changes required and, where appropriate, obtain access to implement them during or following the discussion. The charges referred to as “import fees” relate to UK VAT treatment of low-value consignments, which is handled similarly for domestic and cross-border supplies. Based on the circumstances at the time, this did not create an immediate compliance issue. The required store changes were limited to removing certain manual operations, which we completed despite the extended lack of response.

Highly recommended! Easy to setup and design. Great support and helpful team. Have used only the basic offers so far, but already happy.