Avada AI SEO Image Optimizer

Dear DDY GROUP CO.,LTD.,

Thank you for your feedback, and we’re sorry to hear that your experience didn’t meet expectations. We completely understand how confusing it must have been when encountering issues related to your subscription and credits.

Regarding the subscription, we’d like to clarify that when an app is uninstalled, the subscription is automatically canceled as part of Shopify’s standard process. You can feel confident that we’re always happy to support a refund for unused days in your billing cycle, and you’re welcome to start a new subscription at any time if you choose.

As for the credits, we noticed that you were able to use them normally for a period of time. When the glitch occurred, our team took time to investigate and has since added the correct number of credits to your account. That said, we sincerely apologize for any delay you may have experienced during this process.

We’ve reached out to you several times via email and live chat but haven’t yet received a response, so we haven’t had the chance to address your concerns directly. To help resolve anything that may still be unclear and make things right for you, we would greatly appreciate it if you could reply to us via live chat at your convenience.

We truly value your business and look forward to your response.

Best regards,
Nim

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

UPDATE: We have identified the root cause of the trailing "?" issue on the reviewer's URL. It is NOT caused by Avada. We have sent a detailed investigation report with a screen recording proof directly to the reviewer via email.

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

Thank you for sharing your experience. We’re truly sorry for the frustration this situation caused.

We’d like to gently clarify that image reverting is available for all merchants, including those on the FREE plan. Because reverting images is a technically sensitive process and can carry certain risks if done incorrectly, it is handled with the support of our technical team to ensure everything is restored safely.

During the conversation, our support team explained the revert process and offered assistance to restore the images safely.

At the same time, the issue was described in general terms as the images being “ruined,” without specific details on what had changed (such as sharpness, colors, or cropping). Without clearer details, it was difficult for us to confirm whether the changes were directly related to image optimization.

That said, we take feedback like this very seriously. Based on cases like yours, we’ve improved our workflow, and our CS agents can now assist merchants in restoring images back to their original Shopify-uploaded state more quickly and smoothly.

We appreciate the feedback and will continue improving both our product and support experience.

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

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

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

Hi Emily,

I’m truly sorry for the disappointing experience you had with our service. Your feedback is invaluable, and I’d like to address your concerns to ensure we can make things right moving forward.

Regarding the request for backend access, I understand how this may have seemed unnecessary given that you had already provided the theme source code. To clarify, every theme is unique, and we often need to test our solutions directly on your store’s setup to ensure seamless compatibility without causing any unintended issues. We acknowledge that this wasn’t communicated clearly, and we’ll improve how we explain such requests in the future. I also appreciate your cooperation in sharing the source code with us and recognize that the agent you worked with could have handled this more flexibly. She should have collaborated with our technical support team to explore alternative solutions instead of insisting on backend access.

Melody, the agent who assisted you, is new to our team and has taken full responsibility for not fully addressing your concerns. We’re actively enhancing her training to ensure she can provide the level of support you expect and deserve.

I also want to apologize for the delay caused during the shift transition. While it’s true that shift handovers can sometimes result in slight disruptions, we have clear procedures in place to assign pending issues to the next available agent. This ensures that all customer concerns are continuously handled without interruption. Unfortunately, Melody did not clarify this process, which likely added to your frustration, and for that, I’m deeply sorry.

Lastly, I regret that the service you received did not meet your expectations, especially as a valued paid customer. I understand that paying for a service comes with higher expectations, and I’m sorry we fell short in this instance.

Thank you for your patience and for bringing these issues to our attention. I'd love to work with you regarding your pending request. Please reply to my email. I’ll personally ensure your concerns are resolved promptly.

Best regards,
Esther
Customer Success Lead

Hi Androe,

Thank you for sharing your experience and for taking the time to test our app. We’re sorry to hear that the trial and billing process felt confusing - this is fully managed by Shopify’s system, and we understand it can be unclear for merchants who are new to the platform.

To clarify, all app subscriptions on Shopify are handled directly through Shopify’s billing flow. Before starting the free trial, Shopify displays all plan details, costs, and the exact billing date on the “Approve app charge” screen. Once the trial ends, the first invoice is automatically generated on the date confirmed in that step.

Please rest assured that there’s no financial trap involved. Everything about the trial and billing process is shown transparently by Shopify from the beginning. Our team has also issued a full refund according to our 30-day refund policy, and we hope this has fully resolved your concern.

Thank you again for your time and understanding. We wish you all the best with your store.

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.