AliReviews: AliExpress Reviews

Dear Merchant,

We are extremely sorry for the delay in response. There was an outage with our chat tool and we weren't able to reply to you in a timely manner. Our email support was live though, but since we did not receive an email from you, it took us some time to respond to you once the issue with our chat tool got resolved.

That being said, the issue you had was, that you had accidentally deleted a product from your Shopify admin, and with that all of the reviews that you had spent hours translating into German also got deleted.

Our team was quick enough to retrieve all of your reviews from our own backup and restore it on your new product. We also got a confirmation from you that the reviews are all restored.

We once again apologize for the delay in response and we thank you for your continued support.

For any further help, please feel free to reach out to us.

We wish you all the success in your business.

Thanks
Arpit
Team Zegsu

Sehr geehrter Kunde,

Vielen Dank, dass Sie sich die Zeit genommen haben, uns Ihr Feedback zu dem Problem mitzuteilen, dass AliReviews keine Bewertungen in Ihrem Online-Shop anzeigt. Wir wissen, wie wichtig es ist, dass diese Bewertungen für Ihre Kunden sichtbar sind, und sind hier, um Ihnen dabei zu helfen, dieses Problem umgehend zu lösen.

Um Ihnen besser helfen zu können, bitten wir Sie, uns den Mitarbeiter-Zugangscode über die E-Mail mitzuteilen, die wir Ihnen bereits gesendet haben. Dadurch können wir das Problem effizienter beheben und eine schnelle Lösung gewährleisten. Wir schätzen Ihre Mitarbeit in dieser Angelegenheit sehr.

Seien Sie versichert, dass wir uns dafür einsetzen, Ihnen den bestmöglichen Service und Support zu bieten. Wenn Sie sonst noch Hilfe benötigen, lassen Sie es uns gerne wissen.

Wir freuen uns auf Ihre Antwort und sind bestrebt, dieses Problem zu Ihrer Zufriedenheit zu lösen.

Herzliche Grüße,

Arpit
Kundensupport-Team
AliReviews

Olá,

Recebemos seu e-mail 10 minutos atrás e respondemos imediatamente, solicitando o acesso do colaborador à sua loja para identificar e corrigir o problema para você.

Verifique seu e-mail e aprove a solicitação para que eu possa ajudá-lo.

Por favor, dê-nos tempo para resolver o seu problema antes de deixar feedback negativo.

Obrigado
Arpit
Equipe Zegsu

Dear merchant,

This feature had to be disabled as requested by Shopify. Unfortunately, as developers, we have to honor these requests, as Shopify owns the ecosystem.

We apologize for the inconvenience caused, however, I think its a little harsh to review 1 star for our app, just for this reason.

Anyway, we wish you all the success in your business.

Thanks
Arpit

Caro Comerciante,

Temos chat ao vivo dedicado e suporte por e-mail para nossos comerciantes. Infelizmente, não recebemos nenhuma solicitação de suporte sua em relação ao seu problema.

Posso entender que é frustrante quando o aplicativo não funciona conforme sua necessidade, mas estamos aqui para ajudá-lo com esses problemas. Se você tivesse contatado nossa equipe de bate-papo ao vivo, poderíamos ajudá-lo instantaneamente.

Enviei um e-mail para você também. Se você quiser nos dar outra chance, por favor me avise e eu o ajudarei pessoalmente.

Obrigado
Arpit
Equipe Zegsu

Dear Merchant,

Thank you for reaching out and for choosing the premium version of our app. We understand how important customer reviews are for your store's credibility and are here to ensure that they are displayed correctly for your customers to see.

We apologize for any inconvenience you might have experienced with the visibility of your imported reviews. To address your concern efficiently, we have responded to your support ticket with a request for collaborator access to your store. This will allow us to directly investigate and resolve the issue.

For immediate assistance in the future, we encourage you to take advantage of our live chat support available within the app. Our team is readily available there to provide real-time solutions to any challenges you may encounter.

Rest assured, we are committed to helping you optimize the use of our app and ensuring your satisfaction. Please check your email for our response and further instructions on granting collaborator access.

Thank you for your patience and cooperation.

Best regards,
Arpit
Team Zegsu

Dear Merchant,

I hope this message finds you well. My name is Arpit, and I am the co-founder here at AliReviews. I recently came across your review of our app and I feel deeply concerned about the inconvenience you've faced.

Firstly, I'd like to offer my sincerest apologies for the negative experience you had with our support agent, Evelyn. We strive to provide excellent customer service and it seems we have fallen short in this instance. Please rest assured that I will be personally addressing this issue with Evelyn to understand what went wrong, and to ensure this type of misunderstanding doesn't happen in the future.

Regarding your request for a refund, I am sorry for the confusion earlier. Please allow me to clarify that although we generally do process refunds for our Premium plan once subscribed, depending on the scenario. we understand that every situation is unique and should be considered individually. Given the circumstances, we are ready to process a full refund for your subscription. We value your business and your satisfaction is our top priority.

I also noticed that we sent a previous email to address your concerns, but it seems like we didn't get a response. We apologize if there was any confusion or if our message didn't reach you. If you have any further questions or concerns, please do not hesitate to reply to this email or reach out to us at our support line.

Please let me know if you'd like us to take a look at the problem you are facing or just process your refund.

Thank you for your understanding, and once again, we are truly sorry for any frustration caused. We hope we can make things right and regain your trust in our services.

Best regards,
Arpit
Co-Founder - AliReviews

Dear Merchant,

We are sorry to hear about your negative experience with AliReviews. We apologize for any issues you have encountered with the app crashing, and we understand how frustrating this can be.

We would like to reassure you that we are available 24/7 via email, phone, and chat support to address any concerns or issues you may have with our app. However, it appears that you have not contacted us through any of these channels to report this problem.

We have now sent you an email to try and understand the issue in more detail and see if there is anything we can do to fix it for you. We value your feedback and are always open to finding solutions to improve the customer experience.

We hope to hear from you soon and resolve this issue to your satisfaction.

Sincerely,
Arpit
Team Zegsu

-------------

Estimado comerciante,

Lamentamos escuchar acerca de su experiencia negativa con AliReviews. Pedimos disculpas por cualquier problema que haya encontrado con el bloqueo de la aplicación y entendemos lo frustrante que puede ser.

Nos gustaría asegurarle que estamos disponibles las 24 horas del día, los 7 días de la semana por correo electrónico, teléfono y soporte de chat para abordar cualquier inquietud o problema que pueda tener con nuestra aplicación. Sin embargo, parece que no nos ha contactado a través de ninguno de estos canales para informar este problema.

Le hemos enviado un correo electrónico para tratar de comprender el problema con más detalle y ver si hay algo que podamos hacer para solucionarlo. Valoramos sus comentarios y siempre estamos abiertos a encontrar soluciones para mejorar la experiencia del cliente.

Esperamos saber de usted pronto y resolver este problema a su entera satisfacción.

Atentamente,
Arpit
Equipo Zegsu

Dear Merchant,

Thank you for taking the time to leave a review for AliReviews. We apologize for the language mismatch in the content and any inconvenience this may have caused. Your feedback is extremely valuable to us and we are glad to inform you that we have now introduced a feature in the app that allows merchants to select their preferred language in the widget settings. We would appreciate it if you could give our app another chance and see the improvements we have made. Thank you again for bringing this to our attention.

Thanks
Arpit
Team Zegsu