Avada SEO 高速化と画像最適化

Hi there,

Thank you for sharing your feedback regarding our app.

I understand that it can be unexpected when you still find app-related code in your theme after uninstalling the app. When the app is installed, some codes are integrated into theme to support its features and functionality. However, once the app is removed, it immediately loses access to your store, so it cannot automatically remove all codes. Please rest assured that these leftover codes are inactive and no longer affect your store’s functionality or settings in any way.

We’ve reached out to you via email so we can assist you more directly. We’d really appreciate it if you could reply to our email so our team can continue supporting you in the most efficient way.

Hope to hear from you soon.

Best regards,

Avada Support Team

Hi Maximiliano,

Thank you for taking the time to share your feedback. I completely understand how concerning it is when your store's page speed is affected.

We have carefully investigated the performance issue you reported. You mentioned that a specific API call was slowing down your store's LCP: /api/get_geolocation?shop=dafeac.myshopify.com (sales-boost.simesy.com)

After checking the domain of that request, we found it comes from another app provider (Simesy), which was installed in your store. Furthermore, we have documented evidence, including saved PageSpeed Insights reports from the theme our team optimized for you, confirming that this issue is not caused by our app.

In fact, looking at Shopify's own Web Performance report for your store, your real-world LCP has actually improved since installing Avada. Our team has put significant effort into optimizing your store's speed and removing 'spoofing' scripts, and we are confident these optimizations were working as intended.

Regarding customer service, our team was actively supporting you throughout this process, with multiple agents and our technical team working on your case. We acknowledge that the communication around the most recent issue could have been faster, and we take that feedback seriously.

As for the refund, we have not received a refund request from you through our support channels. We have reached out to you directly via email with full details and evidence, and we would love the opportunity to walk through everything with you and resolve any remaining concerns.

Best regards,
Esther

Hi there,

Thank you for sharing your feedback. We're truly sorry to hear about your experience, and we understand how frustrating it must be.

We checked our entire support history and were unable to find any previous conversations regarding this issue. Our team has also sent two follow-up emails to reach out and learn more about what happened, but unfortunately, we have not received a response yet.

We genuinely want to investigate this and make it right. Please check your inbox (including your spam folder) for our emails and reply at your earliest convenience. We'll prioritize your case as soon as we hear from you.

Best regards,
Avada Support Team

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Bună ziua,

Vă mulțumim că ne-ați împărtășit feedback-ul. Ne pare sincer rău să auzim despre experiența dumneavoastră și înțelegem cât de frustrant poate fi.

Am verificat întregul nostru istoric de asistență și nu am găsit nicio conversație anterioară referitoare la această problemă. Echipa noastră a trimis, de asemenea, două e-mailuri de urmărire pentru a lua legătura cu dumneavoastră și a afla mai multe despre ce s-a întâmplat, dar din păcate nu am primit niciun răspuns până în prezent.

Dorim cu adevărat să investigăm această situație și să o remediem. Vă rugăm să verificați căsuța de e-mail (inclusiv folderul de spam) pentru e-mailurile noastre și să ne răspundeți cât mai curând posibil. Vom acorda prioritate cazului dumneavoastră imediat ce primim un răspuns.

Cu stimă,
Echipa de Asistență Avada

UPDATE: After thorough investigation, we identified the root cause of the issue and confirmed it was not related to Avada. We reached out via email with a detailed explanation and proof. While our emails were read, we unfortunately haven't received a response yet. We remain available and happy to assist if needed.

IMPORTANT: The claims in this review directly contradict the findings from the reviewer's own Shopify Support conversation. Below are the facts with screenshots as evidence.

Shopify's own technical team investigated this store and confirmed:
- The flagged redirect to xnxn.win is "NOT from Avada,"
- "Avada has left NO residual scripts or redirect rules,"
- "Everything on Shopify's side is completely clean."

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Thank you for your feedback. We take every review seriously, and because this review contains several claims that directly contradict the findings of Shopify's own support team, we want to share the facts transparently so other merchants can make an informed judgment.

During our support conversation, the reviewer shared screenshots of their exchange with Shopify's technical team. Here is what Shopify actually found:

1. "The redirect to xnxn.win is NOT from Avada."
Shopify identified this as a pre-existing spam/bot trap redirect UNRELATED to our app. The review attributes this to Avada, which is factually incorrect.
We have screenshots from the reviewer's own conversation with Shopify Support confirming this: https://capture.avada.io/i/SBA4YTmvDu04 and https://capture.avada.io/i/CMWdiU0yhgmx

2. "Avada has left NO residual scripts or redirect rules"
This is a direct quote from Shopify's advisor, confirming our app left NOTHING behind after removal. The review claims we left "residual malicious code", Shopify's own investigation says otherwise. Please check this screenshot: https://capture.avada.io/i/Ci7hOmAUlf5b

3. "Shopify explicitly confirmed that Avada overridden canonical tags" - this is NOT what Shopify said.
Shopify's exact words were that Avada "MAY HAVE overridden" canonical tags - a hypothesis, not a confirmation. This was later resolved by the advisor's finding that canonical tags were fully restored to Shopify's default.
Screenshot of Shopify's original statement: https://capture.avada.io/i/JoNkwAkRPkTg

Furthermore, this hypothesis is baseless as our app does NOT have any feature that edits or overrides canonical tags. Canonical tags on Shopify are managed natively by the platform itself.

4. "Shopify's team identifying their scripts by name."
We reviewed the very screenshots that the reviewer shared with us from their Shopify Support conversation (as mentioned above) and NOWHERE in those screenshots does Shopify identify or mention any specific Avada script as causing the issue. Shopify advisor later confirmed exactly that: NO residual scripts remain. As addressed in (2)

5. Regarding the "injected trailing '?' into my URLs":
As explained above, our app does NOT have any feature that edits canonical tags or modifies URLs. The features the reviewer used during their 2-day installation were Alt text optimization, Meta tag, SEO audit, and broken link manager, none of which have the capability to inject characters into URLs.
Additionally, this issue CONTINUED TO PERSIST even after all app code was completely REMOVED from the store, which strongly indicates that Avada was NOT the cause.

6. What we did:
When the reviewer reported their concern, although our technical investigation indicated the issue was unrelated to our app, we were still actively investigating to help identify the root cause. During this process, the reviewer requested immediate removal of all app code, which we completed within the same support session. We did NOT dismiss the concern, we acted on it immediately while explaining our technical findings.

7. What we cannot do:
We cannot accept responsibility for an issue that Shopify's own investigation confirmed is NOT caused by our app. We also received a demand for a compensation, which we could not fulfill as there is no evidence linking our app to the reported damages.

We work based on facts and evidence. We are sharing this publicly because we believe merchants deserve full transparency. If you ever experience any concern with our app, please reach out, we will always investigate thoroughly and honestly.

Best regards,
Avada

Hi there,

Thank you for sharing your feedback with us.

Regarding your case, since you previously used our paid plan then downgraded, the feature was automatically locked, which is why you could no longer make edits. That said, we were still able to assist you with the changes on our end.

Since the support agent handling your case was still new, we apologize that the correct solution was not provided right away. However, he later helped process the edit and carefully confirmed that the final result matched your expectations. We are glad that it's set up for you.

We also contacted you afterward to check whether you had any remaining questions or concerns. We would greatly appreciate it if you could get back to us and let us know how things are going now.

Best regards,
Nim
Avada Support Team

Ciao Roberta,

Grazie per aver condiviso il tuo feedback. Siamo rimasti sorpresi nel leggere questa recensione, poiché durante le nostre conversazioni in live chat questo problema non è mai stato menzionato. In precedenza, la tua esperienza era stata valutata con 5 stelle.

Al momento non disponiamo di dettagli specifici riguardo al problema SEO o a Google Merchant a cui ti riferisci. Dai nostri registri di sistema risulta che siano state effettuate solo ottimizzazioni di base tramite la checklist, come modifiche ai meta tag e agli H1, interventi che non hanno la capacità tecnica di rimuovere la visibilità nei motori di ricerca o azzerare le performance SEO.

Abbiamo inoltre notato che sullo store sono installate diverse altre app SEO e di gestione dei contenuti, che in alcuni casi possono interagire tra loro e influenzare il modo in cui i motori di ricerca elaborano i dati del sito.

Ti saremmo grati se potessi fornire informazioni più specifiche sul problema, così da permetterci di effettuare un’analisi approfondita. Ti abbiamo già inviato un’email di follow-up: ti invitiamo a risponderci così da poter collaborare per trovare una soluzione.

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Hi Roberta,

Thank you for sharing your feedback. We were surprised to read this, as during our live chat conversations this issue was never mentioned. In fact, prior to this, your review reflected a 5-star experience.

At the moment, we do not have specific details about the SEO or Google Merchant issue you’re referring to. From our system logs, only basic checklist optimizations were performed, such as meta tag and H1 adjustments, which do not have the technical capability to remove search visibility or reset SEO performance.

We also noticed that multiple other SEO and content-related apps are installed on the store, which can sometimes interact with each other and affect how search engines process site data.

We would truly appreciate it if you could provide more specific information about the issue so we can investigate properly. We’ve sent you a follow-up email to better understand the situation. Please reply to us there so we can work together to resolve this.

Best regads,
Avada Team

Hi there,

Thank you for sharing your feedback.

Regarding your concern, since the app was uninstalled after the 7-day free trial period had ended, Shopify automatically applied the subscription charge in accordance with its standard billing system. This is a common process on the platform once the trial has expired.

We’ve also contacted you via email to address your concern directly. Your response would be appreciated so we can assist you more effectively and provide any necessary support as soon as possible.

Hope to hear from you soon.

Best regards,
Nim

Thank you for sharing your feedback. We understand how critical accurate tracking is for any e-commerce business, and we take concerns like this very seriously.

After a deeper technical review, we confirmed that both Google Tag and Facebook Pixel in your store are implemented via Shopify’s Web Pixel system, not as standard third-party scripts in the theme. Because of this, our speed optimization cannot defer, freeze, or delay these pixels, even when JavaScript deferral is enabled.

Regarding the claim that Avada “blocked pixels to show a fake high speed score,” we want to be very clear. Avada has never engaged in any deceptive practices that would compromise tracking data or harm merchants’ businesses. Speed scores only have meaning when they reflect real user experience, and any form of manipulation to achieve higher scores would directly go against the trust our merchants place in us.

At the same time, our product is built to comply fully with Shopify’s technical guidelines. Any form of manipulating or faking performance metrics is strictly against Shopify’s standards, and an app engaging in such behavior would not be approved or allowed to remain on the platform.

We have reached out privately to offer a full end-to-end recheck, should you wish to verify everything together and ensure tracking and performance work correctly without conflict.

Thank you again for your honest feedback. It helps us improve both our product and our support process.

Esther
Avada

Thank you for sharing your feedback. We sincerely apologize for the inconvenience caused by the liquid error displayed on your website. As soon as we were informed about the issue, our technical team worked promptly to resolve it, and the error was fixed on the same day.

We appreciate your patience and understanding during this process. If you encounter any further concerns or need assistance, our team is always here to help. Your feedback helps us improve, and we’re committed to ensuring a smooth experience for all our users.

Hello,

We’re very sorry to hear that your experience didn’t meet your expectations. We completely understand how confusing it must have been to see unexpected redirects and SEO changes not working as intended.

Our developers have confirmed that Avada only redirects URLs returning a 404 response; it cannot redirect active links. However, in rare cases, similar behavior can occur due to external factors such as third-party apps or cached routing rules, even after our app code is removed, which means it may not necessarily be related to Avada.

Regarding SEO metadata, please note that even when meta tags are correctly implemented, Google often rewrites snippets based on search intent, so differences between your configured meta descriptions and what appears on Google are quite normal.

We’ve already reached out to you via email to understand more and investigate this further. We truly appreciate your feedback and look forward to your response.

Best regards,
Esther