Multi-carrier labels and rates
Packlink PRO Shipping Platform
Discounted EU carrier labels with no contracts and a very helpful setup call, but once a parcel is lost, damaged or stuck in customs, don't expect much help.
Should you install it?
Packlink PRO is a free way for small EU stores, especially in Italy, France and Spain, to buy labels from many carriers (UPS, DHL, Mondial Relay, Colissimo, BRT, Poste Italiane, Correos, SEUR) without contracts. Shopify orders come in automatically and get fulfilled with tracking. Nearly everyone praises the phone setup, but that praise is written within days of install and often requested, so it tells you little about day-to-day shipping. Long-term users report a different picture: insurance claims refused, lost parcels unanswered, orders that stop syncing, a customs bug doubling export values, and emails going unanswered once setup is done. On monthly Shopify Basic, expect to finish shipments on the Packlink website with no carrier rates at checkout. Install it if you ship cheap, low-value parcels within Europe and can check sync yourself. Avoid it if you ship high-value goods, export outside the EU, or need claims handled.
Fair evidence. There are plenty of reviews, but most are solicited onboarding notes from people who had barely used the app, so the conclusions rest on about 40 detailed negative and mixed reviews. Several key failures (the customs bug, 30 lost parcels) come from a single review each, and none has a developer reply to confirm or rule it out.
Right for
- Small or new stores in Italy, France and Spain that ship low volumes (one reviewer does about 150 parcels a month) and want many carriers without minimums or contracts
- Owners who are new to shipping and want a person to walk them through setup by phone or screen share
- Sellers already using Packlink on eBay, Amazon, Etsy, Vinted, Depop or Prestashop who want Shopify orders in the same place
- Stores on a Shopify plan that allows third-party calculated rates and want live carrier prices at checkout
Wrong for
- Stores on the monthly Shopify Basic plan that expect checkout rates and everything handled inside Shopify. Reviewers there have to finish shipments on the Packlink website
- Shops sending high-value goods that count on Packlink's insurance or claims process
- Exporters outside the EU who depend on correct customs paperwork
- Stores whose orders have to sync reliably and that can't check by hand for orders that failed to sync or fulfil
- Accountants who want one invoice a month instead of one per payment
- French stores that need a good relay-point picker for Mondial Relay at checkout
What will annoy you
On Shopify Basic you can't show Packlink rates at checkout, and some reviewers must leave Shopify to create shipments on the Packlink website: 20 reviews, steady, last seen 2025-11.
How the developer behaves when it breaks
Between 2020 and 2023 the developer answered about 30% of negative reviews, usually with a template promising contact ('One of our team will contact you tomorrow'; 'Nous allons prendre contact avec vous'). Few replies say anything changed: in 2020 they said fulfilment sync was fixed (1592), and they pointed Basic-plan users to the annual plan for checkout rates (4325). They said branded tracking emails were being worked on in 2021 (9514), yet merchants were still asking in 2022 (6306). None of the 2024–2026 negatives shown has a reply, including the customs bug (5012), refused insurance (5916, 9295), 30 lost parcels (3390) and the sync complaints (4847). In practice, help comes from the account managers during onboarding, not from public replies.
What goes wrong 8 recurring themes
- Support stops answering once setup is over: emails and chat go unanswered, and 'we're on it' replies lead nowhere 14 reviews steady, last seen 2026-09
“au fur et à mesure des problèmes rencontrés je n'ai plus eu de réponses par mail et je dois à présent gérer LES soucis seule” review 8313
- Lost or damaged parcels: insurance claims refused, tickets closed, months-long waits for a POD, and late weight surcharges from carriers 15 reviews steady, last seen 2026-06
“Concrètement, une assurance est proposée et facturée, mais ne remplit pas sa fonction lorsque le dommage survient.” review 5916
- Order sync is unreliable: orders don't import, stay pending, or never get marked fulfilled, so staff do it by hand 12 reviews steady, last seen 2026-08
“Las integraciones fallan constantemente y los pedidos dejan de sincronizarse sin previo aviso.” review 4847
- On Shopify Basic you can't show Packlink rates at checkout, and some reviewers must leave Shopify to create shipments on the Packlink website 20 reviews steady, last seen 2025-11
“resulta que está muy limitado por que shopify no permite configurar correctamente si tienes un plan básico.” review 5202
- Export customs declarations show double the real parcel value, reported as unfixed for over two months (one detailed report) 2 reviews steady, last seen 2026-07
“Le montant total déclaré des colis à l’export est erroné (multiplié par deux) dans 100% des cas.” review 5012
- Relay-point selection is weak: no choice at checkout, points too far from the customer, incomplete Mondial Relay lists 8 reviews steady, last seen 2026-03
“les points relais sont à choisir nous même mais la carte propose des point relais beaucoup trop loin des adresses des clients” review 5682
- One invoice per payment makes bookkeeping heavy 4 reviews steady, last seen 2025-06
“Inoltre, viene emessa una fattura per ogni singolo pagamento” review 9485
- Tracking emails are sent under Packlink's name and can't be edited or branded 4 reviews fading, last seen 2022-10
“Packlink ne vous donne pas la possibilité d'éditer les emails de suivi” review 9514
What it does well 4 themes
- Named account managers run setup calls and screen shares right after install (Mathieu in France, Valentina, Mariaelena and Elena in Italy, Priscilla, Javier, Miguel and Samuel in Spain) 500 reviews
“Me contactó Priscilla para resolver todas las dudas, se conectó conmigo y me ayudó a configurar lo necesario.” review 2156
- Many carriers at competitive rates with no carrier contract, order minimum or required subscription; suits low-volume shops, including on the free plan 150 reviews
“con esta app no tengo esas restricciones y puedo elegir en cada ocasión la empresa de transporte que mejor se adapte a mis necesidades” review 0995
- Imports Shopify order and customer data so labels need no copy-paste, and fulfils orders with tracking automatically 100 reviews
“tutto viene copiato in modo preciso nella generazione dell’etichetta, risparmiandoci tempo e riducendo al minimo gli errori manuali” review 7990
- One shipping hub across Shopify and other channels (Amazon, eBay, Etsy, Vinted, Depop, Prestashop), including using your own Poste Italiane contract 12 reviews
“Super intuitiva, facilissima da integrare con Shopify e Amazon (nostro caso).” review 3682
Red flags
- Reviewers say onboarding staff ask for a 5-star review the same day, before the app has been used, and one says a rep called more than once to push for it 5682 9638 7349
- Paid shipping insurance does not pay out: claims refused for damaged parcels, and a €3,500 lost parcel's ticket was closed with no refund 5916 9295 3030 2756
- Late carrier weight surcharges taken from your account weeks after shipping; getting them reversed requires photo evidence 3899 2654
- Export customs values doubled on every declaration, and emails reporting it went unanswered for months 5012
- Listed as free, but some reviewers found checkout rates need a higher Shopify plan, or were told to pay for a Packlink plan to keep using the app or reach a human 0878 5332 6999 4371
- Silence on lost-parcel cases: 30 parcels lost with no follow-up a month after the merchant sent the requested details 3390 5542
Trend
The last 12 months brought about four times as many reviews as the year before, and the negative share fell to 2.9% from 4.4% overall. The rise is almost entirely onboarding thank-yous for a new group of reps (Mathieu, Valentina, Mariaelena, Elena, Priscilla, Javier, Miguel, Samuel), so it says little about how the app performs. Complaints from long-term users look like earlier years: support goes quiet after setup (8313, 0522), lost or damaged parcels aren't compensated (3390, 5916), orders fail to sync (4847, 9513). One new issue appeared: a customs-value bug on exports (5012). Complaints about the Shopify Basic plan and relay points keep coming. Complaints about unbranded tracking emails stopped after 2022.
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