CWILL Returns & Exchanges
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Reviews (489)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
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Merchants say this app is easy to set up and integrates quickly with Shopify. They find the interface intuitive, with simple templates and customization. The returns and exchanges workflow is described as game‑changing, with automated approvals, custom rules, and a self‑serve portal that reduces support requests. Merchants appreciate accurate tracking, timely notifications, strong time savings, and fast, friendly live chat support, plus good value with a free plan for new stores.
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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.
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
I was unable to set this up. I am simply not tech savvy and only received links to instructions pages when I requested set up assistance.
Hi there :)
I realize that by the time you have a chance to see this reply, more than two years may have passed. I truly hope you’ve been doing well.
Over the past two and a half years, CWILL Returns has gone through many rounds of improvement. We now have a brand-new onboarding experience that makes the app much easier to set up and simpler to use, while offering more complete and flexible features for merchants with advanced needs.
Our Support Care team is also available 24/7 to guide you step by step—so you won’t be left alone with only instruction links again.
If this reply ever reaches you, we’d love to invite you back to experience the new CWILL Returns and tell us honestly how it feels. Your feedback mattered to us then, and it would still mean a lot to us now. 💙
-Lisa
