One system behind
every post-purchase
moment.
Guide isn't a bundle of apps sold together. It's one operating layer with one record of the customer, so what happened on a claim in March informs how an exchange is handled in June.
Six modules. One record.
See pricingFraud detection is the one that works differently. It is not a surface a shopper meets; it runs underneath the other five and decides what they are offered.
The context is the product.
Anyone can sell you six features. What changes the outcome is what happens when they share a database, and it's the one thing a competitor can't copy by shipping another module.
Risk travels
A shopper with a pattern of suspicious claims doesn't get an instant exchange. Six separate apps would never know, because none of them can see the other five.
Generosity travels
A loyal customer who has had two genuinely bad deliveries gets treated better, automatically, without an agent having to notice and decide.
One portal to learn
Claims, returns and tracking behind a single experience on your domain, rather than four vendors' interfaces with four different ideas about buttons.
One implementation
Brand assets, policies and integrations configured once and applied across every module. Change your return window in one place.
One set of numbers
Protected orders, claim rate, resolution trend and recovered revenue reconcile, because they come from one source rather than four exports that disagree.
One team accountable
Nobody to point at when something breaks. A named lead owns the whole surface, in your Slack.
You install it. We build it.
The work is mostly decisions, not engineering, and the engineering that does exist is ours. Bring someone who can approve a returns policy.
You install the app
One install from the Shopify App Store. No developer, no theme edits, and nothing you've got to configure yourself.
We implement it for you
The Guide Team does the build: brand assets, policy thresholds, disclosure copy, ESP and helpdesk connections, all set up against your live theme. You make the decisions, we do the work. This isn't a self-serve app you're left alone with.
We extend it across the surfaces
Tracking page and returns portal built and QA'd on your own domain, in your brand. A shopper doesn't ever see ours.
You change what you want, when you want
Policy, branding, thresholds, copy and exclusions are yours to adjust from the dashboard afterwards. No ticket, no call, and you don't wait on us.
Reads your stack. Doesn't replace it.
Plus a public REST API, webhooks on every event, and a partner team that will build the connector you need.
Who Guide is for, and who it is not.
Most of this category will tell you it suits everyone. It does not, and finding out after an install is expensive for both of us. Here is the honest version, so you can rule us out in a minute rather than a month.
Guide fits if
- You sell physical goods on Shopify. Guide is a Shopify app and works nowhere else.
- Delivery problems, returns and exchanges are enough work that somebody on your team feels them.
- You want the whole post-purchase experience to stay on your brand rather than a vendor's.
- You would rather claims were resolved for you than be given tooling to resolve them yourself.
- You want protection funded by the shopper who opts in, with no platform fee and no per-order cost to you.
Guide does not fit if
- You are not on Shopify, or you sell digital goods and services with nothing to ship.
- You want to make the approval and denial calls yourself. Guide carries the cost of approved claims, so Guide makes them.
- You want to set the protection price. Guide sets it, priced to the cart rather than a flat rate.
- You are shopping for insurance. Guide is not an insurer and does not underwrite policies.
- Your order volume is low enough that a delivery problem is still a personal email rather than a process.
Still not sure? The help centre answers the questions merchants ask after install, and the pricing page sets out the commercial model in full.
Better for your customer. Lighter for your team.
Thirty minutes across every module, configured against your own catalogue and policies.
Thirty minutes, on your own catalogue · Free to install, and our team does the build