Guide Protection + Returns

Returns Exchanges, Shipping Protection & More to Drive Revenue

by Guide Inc · Launched: October 2020 · Free plan available.

4.7 (53) on Shopify Used by 296 Shopify stores

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Full Service post-purchase platform for shipping protection, returns, and order tracking.

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About Guide Protection + Returns

Transform your post-purchase experience with Guide. Our AI-powered platform makes returns and exchanges effortless, protects shipments from loss, damage, and theft, and turns approved replacements into full-retail reorders. Integrate quickly with your store and ERP, automate workflows, and give shoppers a seamless branded experience. Guide uses AI across returns, protection, claims, and fraud intelligence to reduce costs, protect revenue, and drive customer loyalty.

Last verified: September 10, 2026 · Aging

App details

Developer: Guide Inc
Category: Orders & shipping
Pricing: Free plan available
Launched: October 2020
Rating: 4.7 (53) on Shopify

Key features

Full Service post-purchase platform for shipping protection, returns, and order tracking

Integrations with:

Checkout NetSuite ReBuy Recharge, Skio Subscriptions TapCart, Shop Pay TikTok Shop Zendesk, Gorgias, Klaviyo

1 plan · starts free

Free

Plans and prices as listed on the Shopify App Store.

Ratings & reviews

based on 103 Shopify App Store reviews

Use the arrows to read individual reviews

Guide Purchase Protection has been a great partner for our business. Our customers really appreciate having the option for added protection on their purchases, and it’s been a win-win for both our customers and our team. The claims process is straightforward and easy to navigate, which helps create a better overall customer experience. From an operational standpoint, the Guide team has also been...

— Keller International

We were using another package protection app that turned into a billing nightmare for us - we were seeing hundreds of charges for .98 - 1.29 going back two years. They couldn't explain the charges but kept charging us. We switched to Guide and it's been smooth sailing since. Switching over was easy and well-managed. No billing nightmares, no unexpected charges. For our customers, the claim proces...

— Auria's Malaysian Kitchen

Guide has been a genuine lifesaver for us as a small business that ships a lot. USPS never honors their claims and makes the process very complicated for the recipient which we of course dont want. We rely on return customers. Guide is prompt, kind, efficient and FAST. I hope they never change or get bought out. I reccommend them to all my small biz friends.

— Cedar Hill Homestead

Onboarding with Guide was seamless and took hardly any time at all. The services have been great so far definitely full service, freeing up time for our team to focus on other tasks! Highly recommend!

— Jett Fillmore

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

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 m...

— NRML

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

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

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

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 li...

— Elva's All Naturals

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

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

We discovered an ad graphic for a sports drink in our site footer that appeared because of the app in addition to malformed text about the app with giant icons. Though support removed it shortly after we discovered it, we received no notification of the issue from them and reported it ourselves. We were not given any explanation of the error by the developer, nor did we receive any information abo...

— Kreepsville

unfortunately we were really disappointed with the set up process and lack of support. We were unable to add the widget to our cart, despite following all instructions. when we reached out for support we didn't get a reply.

— Knitwit The Label

Guide is a complete disappointment. I strongly advise against using this app for any merchant needs. They're unresponsive to emails, failing to reply even when promised payouts of over 7,000 USD are ignored. To date these funds have not been paid despite an agreement they are owed to us. Communication remains abysmal. They've openly admitted financial difficulty, signalling trouble. With an email...

— The Fox Tan

This is a total disaster. support is terrible. cannot process claims. total scam as far as I am concerned. Im being billed for a free app. If the customer pays .98 for protection why are we as the store charged too? I mean i get the point of the app but dont lie and steal to get people to download. The app isnt free at all. You pay .98 for every customer that chooses to use it. Now the problem is,...

— Strong-Sip

Poor customer service. Constantly charging my customers double or triple. Cannot get the refunds. DO NOT RECOMMEND.

— Beautifully Unique Leggings

Update - Guide has still not responded to any of our emails or request from my customers about a lost package. Please do yourself a favor and don't install this app. They are running a scam. I am trying to reach out to Shopify to have them removed, so no one else is scammed by this app and company. Guide does not provide any protection to my customers. My customers can not reach Guide after filing...

— Time Machine Plus

I'd give no stars if I could. This is the WORST app experience I've had by far. The support team is largely uncommunicative. When they do respond, they say they'll have an answer to my question by the end of the day and I don't hear from them again. I've reached out twice and had this happen. At this point I'm deleting the app and going with a different developer.

— Dipnotic Nails