TCC: Australia Post Shipping

Great app once configured, but support needs improvement

We have used Addition for several years and, once correctly configured, the app works very well. It reliably displays our Australia Post eParcel rates at checkout and gives us the flexibility we need for products with different sizes and packaging requirements.

However, I do need to be honest about the support experience. Recently, we had an issue causing incorrect shipping rates at checkout, and getting assistance through the app’s normal support channel was very difficult. We received little to no response and ultimately had to contact the AMP team through support for another one of their apps before we could get proper help.

Once we were connected with Anoop, the experience improved considerably. He arranged access to our store, involved the technical team, kept us updated and eventually identified and fixed the packaging issue. He was helpful and transparent, and advised that they are now hiring more dedicated Australian support staff.

The app itself is very useful and works well once everything is set up correctly. I hope the planned improvements to support are implemented, because reliable and timely assistance is especially important when shipping rates suddenly stop working at checkout.

We use this app for shipping integration with Australia Post, but also for managing free ship thresholds. We cannot access the data in the app, every change needs to go through their support team. We have made a decision to increase charges with upcoming post rate increases - 3 WEEKS LATER we are still waiting for a response from their support team. Being unable to implement a change ourselves, and having no support means we are now actively looking for an alternative - not the job you want a week out from year end. Very disappointing - service has progressively worsened since AMP bought this app from the original developer.

I've loved the convenience of this app for a few years, but I think it may have become abandonware now :( I've been trying to get in contact with support regarding a change from Shopify that seems to have broken this app's shipping calculations for some addresses and not others, but they haven't replied. I'm hoping they see this and I can delete this review, but if they don't reply I'll be forced to switch apps as soon as practically possible.