speed of plugin and support

  • Resolved Lee

    (@icrashrcfoam)


    7 months, 1 week ago

    I’m currently looking to move from one UPS live rates plugin with printing shipping labels to another. My current plugin provider takes too long to respond to critical issues. Today we had another issue where their plugin stopped working and it took them 8 hours to respond by email while we are losing sales this whole time.

    Also when generating a shipping label, it can take minutes for that plugin to respond.

    My question here is if I purchase the PRO version of Octolize UPS live rates with shipping labels, how quickly does customer service respond to issues? Is their only form of communication by email?

    Also, after hitting confirm shipments, how long does the plugin take to generate a shipping label?

    Thanks for any assistance anyone can provide. I’m most interested to hear other people’s experience.

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  • Plugin Support tograczyk

    (@tograczyk)

    Hi @icrashrcfoam,

    This forum mainly serves as a place to support users of the free version of the plugin. It appears that there is no one who can objectively answer your questions, so I will share how it looks from our perspective (the authors of the plugin).

    My current plugin provider takes too long to respond to critical issues. Today we had another issue where their plugin stopped working and it took them 8 hours to respond by email while we are losing sales this whole time.

    (…)

    My question here is if I purchase the PRO version of Octolize UPS live rates with shipping labels, how quickly does customer service respond to issues? Is their only form of communication by email?

    On average, you will receive a response from us within a few hours of your message. It is worth mentioning that we provide support mainly from 9 AM to 5 PM, CEST (UTC+2) on weekdays. We can’t promise to provide support faster than you describe, but we regularly test and update plugins to prevent such issues.

    The fastest way to contact us is via the contact form at https://octolize.com/support/

    The quality of support, is rated by our customers within the plugin ratings on www.ads-software.com, e.g.:

    Also, after hitting confirm shipments, how long does the plugin take to generate a shipping label?

    We use the UPS API for the label will be generation. There are no delays on our side, so the process should run smoothly.

    I encourage you to test this mechanism on our demo: https://demo.octolize.com/. You will find the full version of our PRO plugins, ready for testing.

    I hope this answers your questions at least to some extent, and I encourage others to share their experiences.

    Best regards,
    Tomek

Viewing 1 replies (of 1 total)
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