Koi ‑ Auspost Labels Automated

Thank you for sharing your feedback. I would like to address the points you raised to ensure there’s clarity regarding the situation:

Billing: Your account was charged in accordance with the paid plan you selected, which clearly outlines the billing structure. If you select the paid plan, you get charged, if you select free, you don’t get charged. The billing is done through the Shopify App Store. For your account, we refunded this charge.

Inventory Sync: We have records indicating multiple offers to assist with syncing your inventory from Shopify. Our team was prepared to support you in resolving these issues effectively. There never has been any policy against inventory resync. It is a process we have done numerous times and will do whenever a customer requests it.

Support Queries: It’s crucial to emphasise the importance of using our designated support channels—support email, live chat, and our support phone number—to ensure efficient and organised communication. Contacting individual staff members directly by email, can lead to delays and miscommunication. I would also like to note that during the period in question, the only missed communications reported were when a staff member was overseas attending to family matters. Our records show no complaints through our standard channels during this time, and feedback on our forums by yourself was overwhelmingly positive about our software’s capabilities. We have made multiple avenues available precisely to avoid such issues and ensure that every query is properly addressed. We pride ourselves in being available to assist whenever we can day or night.

Forum Activity: Our forum policies strictly prohibit any disrespectful conduct, including calling anyone a liar. We're a small tight-knit group and we received unprecedented complaints about your activity on the forum after which, content that lacked value was removed.

Account Termination: The termination of your new account was triggered by automatic security measures designed to prevent fraudulent activity, based on the use of fake details used to create the new account.

Despite multiple attempts by myself to address these issues directly with you, it appears they were not resolved to your satisfaction. We take these matters seriously and maintain records to support all actions taken by our team. Our priority is to ensure a fair and secure experience for all our users.

- John

Addendum:
We would like to address the reviewer’s actions in relation to their claims. After a thorough review of the situation, we believe certain aspects of the reviewer’s behaviour were not fully transparent:

1. Misrepresentation of Billing: The reviewer failed to mention that they selected a paid plan, which clearly outlined the billing terms. Additionally, they did not disclose that a refund had been provided.

2. False Accusations: The reviewer claimed they were called a liar on our forum. We have strict policies against disrespectful conduct, and there is no evidence to support this accusation. Content removed was due to its lack of value, not as a personal attack.

3. Use of False Information: The reviewer attempted to create a new account using fake details, triggering our fraud prevention systems. This was an attempt to bypass legitimate processes.

4. Omission of Support Protocols: The reviewer ignored our recommended support channels, which contributed to delays. Clear communication through our official channels would have expedited the resolution of their issues.

We maintain detailed records to support the accuracy of our statements and actions. Ethical engagement is crucial in any review process, and we encourage fair and transparent feedback from all users.