Turn every post-purchase moment
into added revenue.
Protection, returns, exchanges, claims, tracking and fraud detection in one layer, on your brand, so a delivery problem doesn't cost you the customer.
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21 minutes
From approval to resolution sent, on average.
Averaged across approved claims, measured from approval to the replacement or refund being issued. Not submission time, not time to a decision, and not how long a refund takes to clear the shopper's bank. How a claim actually moves.
“Their team is always willing to collaborate with us to find the best possible solutions, especially when navigating complex situations such as fraudulent claims.”
NRML · 2 years using Guide
“It offers new customers another layer of order assurance and confidence when ordering, which helps strengthen conversion rate.”
Elva's All Naturals · Over 18 months using Guide
The moment it goes wrong is the moment you win them.
A parcel that never arrived. The wrong size. A delivery that slipped a week. Every one of those is a customer quietly deciding whether to order from you again. Guide takes the worst moment in the journey and turns it into the reason they come back.
A recovery, not an apology
The shopper resolves it where they already were, in your brand, without writing an email or waiting on a reply. What would have been a complaint becomes the story they tell about how well you handled it.
Fewer tickets reaching your team
Where is my order. How do I send this back. It arrived damaged. Guide answers all three before they become a conversation, so your agents spend their day on the questions that genuinely need a person.
A bigger basket at checkout
Protection and return coverage remove the hesitation that quietly caps cart size. When the risk of buying comes down, shoppers commit to the order they actually wanted rather than the safe version of it.
Choose the problem you want to solve first.
View all productsWhat "one system" actually buys you, in one customer.
Every vendor in this category says the modules are connected. Here is what that sentence is worth. One shopper, one record, four months. Watch what March changes about June.
An illustrative journey, built from the rules the product actually applies. It is not a real customer record and no shopper data is shown.
Shared shopper history
A claim in March is visible when the same shopper asks for an exchange in June. Six separate apps can't see each other's data, so each one meets that customer for the first time.
Consistent risk signals
One assessment by our team, applied the same way at the claim and at the exchange. Separate tools reach separate conclusions about the same person on the same day.
Faster resolutions
Nobody has to look up the order in a second system before deciding, which is where most of the waiting in a support queue actually comes from.
Better personalization
A loyal customer with two genuinely bad deliveries gets treated differently from a first-time buyer with a suspicious pattern, without an agent having to notice.
One operational record
Protection, returns, tracking and claims write to the same customer, so your team reads one history rather than reconciling four.
Fewer disconnected exports
One set of numbers that agrees with itself, instead of four CSVs that have to be matched up before anyone can answer a question.
Guide carries the risk. You keep the customer.
The parcel wasn't your fault. The fix still has to look like it came from you.
No platform fee, and nothing charged to you per order. The shopper who adds protection is the one who pays for it, at checkout, on the orders they choose.
Claims are worked by the Guide Team, in your brand and on your policies. Most of them don't reach your inbox at all, and the ones that do have already been through a person.
The decision, the replacement and the cost of it are ours. Nobody argues with a carrier and nobody waits on one. What you keep is a customer who watched you fix something that was never your fault.
The hesitation happens
before they pay.
A clean, on-brand checkout experience that lets customers add shipping protection and add return coverage, before they commit to the order. Take the risk out of the decision and shoppers stop trimming their basket to play it safe.
- One-click protection upsell
- Branded to match your store
- No redirects or pop-ups
A refund is not the only thing
they would accept.
Customers start a return or exchange in seconds, and the portal offers the swap before it offers the money back. Your team gets smart routing and full visibility without a ticket ever being opened, on your policies and your branding.
- One-tap return initiation
- Smart eligibility and policy checks
- Instant exchange recommendations
- Prepaid labels generated the moment a return is approved
- Custom resolutions: refund, exchange, or store credit
Nobody should have to visit
a carrier's website.
Give customers a single, beautifully branded place to track every shipment. Integrate with any carrier or merchant and deliver proactive updates from dispatch to doorstep, so nobody has to write in and ask.
- Unified tracking across all carriers
- Automated delivery notifications
- Branded tracking page that drives repeat visits
Four exports that disagree,
or one that does not.
Dashboards, updating in near real time, give your team the numbers that matter: protected orders, claim rates, resolution trends and revenue recovered, all in one place.
- Live KPIs across protection, returns and tracking
- Filter by carrier, reason code or cohort
- Compare protected vs. total order performance
- Drill into every claim and customer in seconds
Front to back,
it stays your brand.
Guide is built to disappear. Every surface a shopper touches carries your logo, your type, your photography and your domain. This is a live claim lookup on a customer's storefront. There's nothing of ours on it.
- Checkout, returns and tracking, all on your domain
- Email and SMS sent from your address through your own provider
- Replies written in your voice, by people trained on your policies
- Merchant dashboard themable for agencies and multi-brand groups
Plays nicely with your stack.
Connect the tools you already run, without a lengthy implementation.
Plus a public REST API, webhooks on every event, and a partner team that will build the connector you need. See all integrations
Why Shopify brands choose Guide.
“They are always willing to collaborate with us to find the best possible solutions, especially when navigating complex situations such as fraudulent claims. Fast, fair, and effective resolutions.”
“It offers new customers another layer of order assurance and confidence when ordering, which helps strengthen conversion rate.”
“The customer support has been the best I've worked with, bar none. This app has taken a lot of shipping-related stress off our company's shoulders.”
Every surface, on your brand.
See Guide running on your catalog in 30 minutes, with your ops lead in the room, and an honest read on what it would change for your customers and your team.
Thirty minutes, on your own catalogue · Free to install, and our team does the build