Aris Product Options, Variants

Hi Jewelry Handcrafts,

We are sincerely sorry for the disruption and frustration this situation caused. At the same time, we would like to clarify several important points based on our support records and the actions taken by our team.

1/ Your request required changes to the system-level import limit and making adjustments to the app’s workflow. The original limit was put in place to protect the stability and accuracy of merchant data during large imports.

Changing this limit and the related workflow without proper review could create risks not only for your store, but also for the wider system. Our team therefore was required to assess the technical impact, escalate the request through the appropriate process, and follow our risk-management protocol before applying changes in production.

2/ The original file contained 1,024 option sets and more than 63,000 rows of data, making this a large and high-risk data operation that required careful processing. While we fully understood the urgency and your repeated request for an immediate production change, making an untested system-level adjustment under time pressure could have caused further duplication, data corruption, or broader service disruption. Acting cautiously was necessary to protect both your store and the stability of the system.

For large-scale data operations of this nature, we strongly recommend using a staging environment whenever possible. This allows changes to be validated thoroughly before they are introduced to a live storefront.

3/ We also want to be clear that your case was never ignored. It was escalated to the highest level of our support and management team shortly after it was reported. When you contacted our hotline, a manager called you directly to understand the situation, address your concerns, and coordinate the next steps.

Within 5 hours, we have processed the update as requested, enabling your team to proceed with the import independently. The case received our highest priority, with our support, technical, development, and management teams working continuously and dedicating the necessary resources to it.

4/ We have taken your feedback seriously and are improving the app's workflow to give merchants greater control over how option sets are handled, and prevent similar issue in the future.

Our team remains available 24/7 and will continue providing full support to ensure your configuration remains stable and your data is handled safely.

Best regards,
Aris Management Team

Hi Old School Photo Lab LLC,
Thank you for sharing your feedback. We’re truly sorry to hear that your initial experience with the app did not meet your expectations.

We checked your app activity and noticed that the app was installed and uninstalled within a short period of time, with only 2 options created. It seems there may not have been enough time to fully set up and test the POS workflow. Unfortunately, we also did not receive any message from you through our support channels before the app was removed, so we did not have the opportunity to understand the exact issue or assist you directly.

Our support team is available 24/7 and we’re always happy to help with setup, troubleshooting, or POS-related questions. We would have gladly reviewed your configuration and guided you step by step.

Regarding the POS documentation, thank you for pointing this out. We have carefully reviewed it and confirmed that the setup instructions are still accurate. That said, we have updated the screenshots to better match Shopify’s latest UI, so the guide is now clearer and easier to follow.

We’ve also reached out to you by email with suggested next steps. We’d really appreciate the chance to hear more about what did not work on your side and help resolve it properly.

Best regards,
The AvisPlus Team