Ali Reviews: Kudosi Review App

Dear Sir/ Madam,

Here’s Anna from FireApps Customer Support team.

Firstly, please accept this letter as our formal apology for the inconvenience you suffered at our app, and thank you for notifying us concerning this bug to check it immediately.

Honestly we have never encountered this issue when click on Free plan ourselves and also no customer was too, so we’re checking the app fully again to find out the root cause of this bug in the soonest.

For now, please help me to clear your browser cache by hitting Ctrl + Shift + R firstly, then re-install the app, and login to your shop domain again for a try.

In case this issue still persists or any further queries, please do not hesitate to contact us via our live chat, or our email at support@fireapps.io.

Thank you for your understanding.

Best regards,
Anna

Hi Chengchao,

I'm Johnson from FireApps Customer Support team, and I am very sorry for the inconvenience may caused to you.

The reason for your bill was because you used our app for more than 7 days. Please refer to our Refund policy for more details: https://help.fireapps.io/en/articles/2001280-payment-refund-policy

Since we are having an active live chat, please help to reply on it to me.

Have a great day.

Best Regards
Johnson

Hi Sonali,

Here's Keva from Ali Reviews - Product Reviews Customer Support Team team of Ali Reviews and we're deeply sorry for this inconvenience caused.

As we have checked your case and seen that

1. The problem with your filter setting. Firstly you might mistakenly set your filter with negative review, so your imported reviews still show negative review. To avoid not being imported negative review, you need to set up 100% positive review. The second one as some reviews with another language, this is a know issue from AliExpress, as my colleague mentioned clearly that the amount of reviews translated in your English language may be less than 70%, because it still depends on translation service provided by AliExpress, if their contents have not been translated into English language yet, our app still import original reviews.

2. "The customer service equally pathetic and incapable", we have reviewed this case with the relevant agent and have a proper training for them to improve their supporting skills and reach customer needs.

We have sent you a follow-up email, please let us know if you need further support

Looking forward to hearing from you soon

Best Regards
Keva

Hi Edy,

Here is Seri from FireApps Customer Support Team of Ali Reviews, and we are deeply sorry for any inconvenience this may have caused.

Actually you uninstalled our app few hours late, so that's why you were charged. Thus, I would suggest you to check out our policy here for more details: https://help.fireapps.io/en/articles/2001280-payment-refund-policy

Besides, after discussing with my manager here about your situation, we made one-time exception for you, so please keep it in mind to avoid making the same thing in the future.

For now, Shopify has confirmed to us that money was refunded successfully
to your account for this store, InOut Vigor.

Last but not least, we will be more than happy to see you to re-install our app in the future. Therefore if you have any further concern later then, please feel free to contact us via our live chat, or email at support@fireapps.io.

Have a great day.

Best regards,
Seri

Hi there,

I'm William from Ali Reviews - Product Reviews Customer Support Team. We're deeply sorry for this inconvenience caused.

As I have checked your case and seen that

1. The first issue is slow loading speed of review box on mobile version, for making it clear, as usual the review box will be shown properly around 2 or 3 seconds after your page is fully loaded. Also the slow loading speed of the review box still depends on the number of reviews you're having, the more reviews/photos you import per product, the slower it loads.

2. You got the error "Liquid error: Error in tag 'section' - 'alireviews-widget-51730' is not a valid section type", have you changed or edited review code from your side? Generally, when you add widget as review box, it will automatically be shown on your page, since my colleague asked you to grant access permission with limit access for further help, but you did not allow it, so it's hard for us to fix the error.

Finally, you please consider to reinstall our app and let us have one more chance to support you with the highest priority. We make sure that your issues will be completely fixed.

As my colleague has sent you a follow-up email, please kindly check and get back to us, so we can help you further. Looking forward to hearing from you soon.

Best Regards
William
Ali Reviews - Product Reviews Support Team