Poor UX flow, terrible technical support

This is a decent plugin and service, it could be much much better though. The UX of the plugin leaves a lot to be desired. Unfortunately, the AfterShip team, instead of trying to understand the plugin’s shortcomings and solve them, tries to shift the blame to WordPress / WooCommerce / anyone except themselves.

The order email that is sent out by WooCommerce contains the shipment tracking code that is inserted by the AfterShip plugin. This code, when it is a number, appears as a link in a mobile device. When the customer taps on that link, they would expect to be taken to a shipment tracking webpage. However, they are instead taken to their phone dialer app.

When I demonstrated to the AfterShip support that their plugin leads to undesirable UX for the customer because of the order email that is sent out, they insisted it was a WordPress problem and that I use the AfterShip dashboard and their email service instead of the plugin page on WordPress. Which seems to be an unnecessary additional email that is sent out with every order. This would lead to customer confusion and fatigue. Not to mention two separate dashboards for the store admin to navigate.

It would be much simpler to keep a correct tracking link within the WooCommerce order email itself. I am sure this is possible with a small change of the plugin code. This would make unnecessary an additional admin dashboard and an additional customer email.

The only reason I did not upgrade to the paid version of AfterShip is the pathetic nature of the technical support provided by the AfterShip team.