Swap Commerce Reviews 

As someone who has been using swap for nearly 2 years.

STAY AWAY!

Our experience at first was pretty good and they provided a good customer experience for returns. Recently they have been having issues with their billing systems and are sending 2-3x inflated invoices. So far their team has failed to provide any meaningful explanation and just closed the tickets. It's good that we canceled automatic billing once we had a feeling something was off in September.

DO NOT TRUST THIS COMPANY.

Destroyed every system we had established and made it worse.

Prior to swap, the ONLY issue we were having was the disparity between what the customer was being charged for shipping and duties taxes, and what we as the business where being charged. All carriers were performing excellently, no issues with integrations, no issues with B2B customers on shopify plus.

Since introducing swap 2 months ago, they have exploded every pre existing system we had - shipstation no longer working (as it had done for 4 years prior) with incorrect images associated with products (which impacts pick time) to incorrect product descriptions requiring specific customs forms we shouldnt need to complete, and incorrect harmonisation codes requiring additional duties payments - that the customer wasnt charged for, and are incorrect.

If you use shopify plus, and its B2B features - NONE of those features are compatible with swap - we have spent 8 weeks having to rebuild every trade catalogue and now we want to remove swap, we are going to have to UNDO that 8 weeks of work.

Their customer support is AI agents - your account manager is the only person worth speaking to, and they repeatedly cc in the customer support email, who generates simple responses that you have to ignore every time since they have no context on the wider issue.

We have had issues with almost all large trade orders we have shipped in the last 8 weeks - significantly impacting our customer experience of our highest paying customers.

Billing is late, they say they have sent invoices they havent and when you do receive them they are £1000's more than you were expecting and more than what the customers have been charged.

There is not one thing that Swap has got right, and now we are left in a situation where it is hard to undo the damage they have caused - there is no simple uninstall here, everything is a mess and nothing works.

I cannot stress how important it is, to avoid swap entirely - they have jeopardised our reputation with customers and significantly impacted operations.

THE ABSOLUTE WORST experience. They over promise (just like the other review), declare the process will be seamless... about 90% of our international orders have had issues. We have lost international customers that we've nurtured and they have done damage to our company in a short time. ZERO support (the support that is given is late, and unhelpful). Avoid at all costs if you are a small business. I hate to bash another business but i cannot tell you how bad our experience has been. WE are in the process of leaving them now.

They took over 1 year to onboard us (and still counting).

Avoid them at all costs, they are clueless and you will end up on hundreds of "catchup calls".

Over promise, under deliver.