Ali Reviews: Kudosi Reviews

Hello Simon,

I'm Kate from FireApps Customer Support Team, and I truly apologize for the inconvenience has caused to you.

I noticed that you only contacted our support team mentioning issue on Alexan Home store, so not sure if you have had any other issue on this store, Alexan Pixel?

On the behalf of support team, I am sorry for the misunderstanding of agent assisted you, but it surely does not reflect our app quality and support team correspondingly. Therefore, could you please consider to re-install our app, and give me another chance to support you?

I am looking forward to hearing from you.

Regards,
Kate

Hello Ayhan,

Here's Johnson from FireApps Customer Support Team, and I am really sorry for the inconvenience caused to you.

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

Regards,
Johnson

Hi there,

I'm William from Ali Reviews - Product Reviews Customer Support Team and we're deeply sorry for your bad experience with us.

Regarding to your concern as following:

1. It is an unexpected integration issue with Gempage. Anytime you changes something in GemPages, our review widget has been disappeared, and we are working proactively with them to have resolution in the next few days.

2. Although our review widget cannot be automatically shown when adding Ali Reviews element from Gempage, we definitely help you add it manually and there are no negative effects with this way. As we have checked your conversation with our colleague and seen that your issue has been resolved . Please let them know if you need further support. Once again we're truly sorry for this inconvenience caused.

Looking forward to hearing from you soon.

Best Regards
William
Ali Reviews - Product Reviews Support Team

Hello Annabel,

Here's Kate from FireApps Customer Support Team, and I am very sorry for the inconvenience caused to you.

I did a deep check on your situation, and please let me explain it clearly for you.

First of all, the charge was processed on Shopify side, and when you approved it, Shopify would give you a notice about the price and date of charge. Next, you approved the Essential plan, and used our app in the whole month. Therefore, it is impossible for us to refund this charge.

We truly understand that you feel confused, and upset with the situation. Of course we really want to help you as always, but according to our Policy and Shopify payment Policy, we could not process the refund this time per your request.

Please refer to our Refund policy here for more details: https://help.fireapps.io/en/articles/2001280-payment-refund-policy

Besides, for your information, we are providing 3 plans (Starter/ Essential/ Premium), and Starter plan is charged for $9.90, so information you received from our advertisement is true. If you had chosen Starter plan when installing, I am 100% sure to you that you would have not been charged more than $9.9.

Thank you for your understanding, and if you have any further concern, please feel free to contact us via our live chat, or email at support@fireapps.io

Regards,
Kate

Dear Customer,

Here's Petey from FireApps Customer Support team, and we are so sorry for the inconvenience caused.

I just checked again, and everything is now good from our end.

Could you please help me reload the browser and access to the app again?
I believe it will work then.

If no changes, please feel free to contact us via live chat, or email us at email support@fireapps.io, then we will help you at the soonest.

Look forward to hearing from you soon.

Best Regards,
Petey

Hi Simon,

Here's Raymond from FireApps Customer Support Team, and we are truly sorry for the inconvenience caused to you.

Regarding your concern about "my reviews have disappeared from my store several times without explanation", please note that issue could be different per store, and we always recommend customers to contact us through problematic store for better understanding.

I believe main disappointed issue you experienced was with Alexan Home store, so we will focus on a separated email about that store.

Last but not least, about Alexan Girl store, the last time you asked for help was around 3 months ago, and the reason you were asked to charge again was because you upgraded from a Shopify Test plan to Paid plan.

Regards,
Raymond

Hi Jose,

I'm Andreas from Ali Reviews and we sincerely apologize for any inconvenience causing to your experience

In relation to your concern, based on your billing cycle, you got the app charge because you uninstalled our app after the trial was over, however we're wiling to refund and already did it, it will reflect on your account around few days

We have seen that one of our colleagues is taking care your case, he gave you a clear explanation on your case, please kindly check your email and let him know if you need further support

Looking forward to hearing from you soonest

Best Regards
Andreas
Ali Reviews by OneCommerce