Air Product Reviews App & UGC

Hi Hera Team,

We're truly sorry for the experience you had with our app and the frustration caused by the situation.

Regarding the template changes, we’ve looked into this and believe the issue may have been caused by a glitch in the app. We’ve since restored the correct content, and our development team is actively investigating to ensure this doesn't happen again in the future.

We want to apologize for the response you received from our support team—it was never our intention to blame you for the issue. The comment about saving the template was meant to gather more details for our investigation, but we understand how it came across and how upsetting that must have been. We will be addressing this internally to ensure it doesn’t happen again.

We greatly appreciate your patience and collaboration in helping us resolve this. Please feel free to reach out directly if you have any further concerns.

Thank you again for bringing this to our attention. We're committed to improving and making sure you have a better experience moving forward.

Best regards,
AirApps Support Team

Dear KynexKitchen Team,

Thank you for taking the time to share your candid feedback about our app. We wanted to address the recent issues you've encountered with our app and apologize for the unsatisfying experience.

We understand your frustration, and We're sorry that our support process has not met your expectations. Allow me to provide some clarity regarding the timeline of our support interactions:

- On July 16th, you contacted us regarding the display of 4-star reviews first on your product page and inquired if it could be changed to show 5-star reviews first.
- Several hours later on the same day, our support team responded, explaining that our review box supports showing reviews based on dates. We also mentioned that it currently does not support settings to show reviews by rating first. However, we provided a workaround, suggesting that customers on the storefront can select which type of reviews to display first.

Regarding your request to display 5-star reviews first on your product page, we understand that you would like to highlight positive feedback. However, it is important to note that our app is designed to show reviews based on dates to ensure transparency and compliance with Shopify's policies. Automatically showing the highest reviews first can be considered misleading and fraudulent, which goes against Shopify's guidelines.

We sincerely apologize for any inconvenience and misunderstanding that may have occurred. We are constantly working to improve our app and our support services to better meet the needs of our customers.

If there is anything else we can assist you with or if you have any further questions, please do not hesitate to reach out. We value your feedback and are here to help.

Thank you for your understanding and patience.

Best regards,
AirApps Support Team

Dear 美肤套装坊 Store's Owner,

Thank you for sharing your feedback regarding the Air: Product Reviews app & UGC. We're sorry to hear about your concerns and appreciate the opportunity to address them.

Could you please let us know if there were any specific problems with the app, such as features or billing concerns, that led to your review? We want to ensure that your experience with our app is as smooth and beneficial as possible.

If your concerns are related to billing, we'd like to clarify how our subscription billing works. The billing system on Shopify automatically initiates charges at the start of each billing cycle to ensure continuous access to our services. Unfortunately, this means that even if the app was canceled slightly after the trial period ended, the charge for the current cycle was still processed.

Thank you for your time, and we look forward to your response.

Best regards,
AirApps Support Team

Dear KarmaLucky Store's Owner,

We genuinely value your feedback and would love the opportunity to understand the issues you faced and address them promptly. Our support team is here to assist you, and it’s important to us that you have a positive experience with our app.

Could you please provide us with more details about the problems you
encountered? Your input will help us improve the app and ensure it meets your needs. Additionally, we are committed to resolving any issues you are experiencing as quickly as possible.

Thank you for your time, and we look forward to hearing from you soon.

Best regards,
AirApps Support Team