Mergify: Merge, Combine Orders
Lees welke hoge kwaliteitsnormen Shopify hanteert voor snelheid, gebruiksgemak en waarde voor de merchants
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I used this app last year with no problem to combine orders together. This year though, the merged orders are saying that I either owe the customer a refund or that they owe me. Now I'm afraid that when I fulfill an order that it's automatically refunding (which I owe no refunds on) and sending customers invoices for what they owe (although they owe nothing) because I've had a couple customers pay the fee. I've reached out for help and no one has answered my emails.
EDIT to change to 1 star because I've most definitely been in contact, 3 times actually and only got one reply from someone saying they were looking into it and nothing back. You need to work on your customer service!
Hi there,
We’re really sorry to hear about your experience and completely understand how disappointing this must be.
After checking on our side, we haven’t found any recent messages from you — it’s possible there was a technical issue. Please accept our sincere apologies. We definitely want to help and make things right for you.
Currently we are working on your issue to fix it as soon as possible.
Best,
Mergify Support Team
UPDATE: Thank you for updating your review. We sincerely apologize for the delays in getting back to you. That’s not the experience we want to deliver, especially to a returning user who’s trusted our app before. We agree — this needs urgent attention.
We've gone back and checked again. It looks like your case may have been unintentionally delayed in our queue, which is not okay and something we’re now reviewing to prevent from happening again.
Please know that your issue is now being prioritized by our team. We’ll follow up directly by email shortly to help you get this resolved as quickly as possible. If there’s anything else you’d like us to focus on, feel free to respond there or reach out again at support@mergify.app
Thank you again for your patience and for giving us the opportunity to make this right.
There are frequent issues, and it’s unfortunate that customer service hasn’t replied.
Update: Despite their public comment claiming they’ve been in touch, we have still received no response. We’ve contacted them through multiple channels email, support requests, etc. and heard nothing back. It seems they only respond to public reviews to save face. Worse, the app live chat has now been removed or disabled, making direct communication impossible. We are experiencing the same issue across multiple stores, so this is clearly not an isolated case. Please be cautious and avoid using this App.
Hi there,
Thank you for your feedback — we’re really sorry to hear that you’ve had a frustrating experience. We value you as a long-time user, and it’s disappointing to learn that we've let you down.
We just want to clarify that we are in touch with you and have been communicating. If there was any delay in our responses, please know it was unintentional and likely due to a reasonable reason on our side.
We’re committed to resolving any issues you’re facing and we are trying to fix the problem in the shortest time.
Thanks again for your continued support and understanding.
Warm regards,
Mergify Support Team
UPDATE: Thank you for updating your review. We're truly sorry to hear this and we completely understand your frustration — your experience is far from what we aim to provide.
We want to clarify that we’ve done our best to check for any incoming messages from your account across our support channels. It’s clear that something has gone wrong in the communication process, and for that, we sincerely apologize.
The removal of the live chat was temporary and unintentional in terms of cutting off communication — it’s being re-evaluated now based on feedback like yours.
We genuinely care about resolving your issue. If you’re open to it, please reach out again at support@mergify.app and mention this review — we will make your message a top priority.
Thank you for your honesty and for helping us improve. We take every message seriously, whether public or private.
DO NOT USE IF YOU SELL THROUGH FACEBOOK MARKETPLACE LINKED BACK TO SHOPIFY. I am out $74 because facebook wasn't updated that I shipped products. Can't get Meta to tell me why they took my money without notification, can't get shopify to help, which they said they contacted Mergify. I have been trying to get someone to give me my money back for 2 months!!!
Hi there,
We completely understand how frustrating this situation must be.
We want to clarify that we hadn’t received any direct messages from you, which is likely why you didn’t hear back from us sooner. It sounds like the communication was routed through Shopify support, and while we did receive a general inquiry, we didn’t have the necessary details to investigate or assist you properly at the time.
We checked your merges and it seems like you only had one merge. Please give us more details.(like order number) We’d really like the opportunity to look into this and help. If you could reach out to us directly at support@mergify.app, our team will prioritize your case and work with you to get to the bottom of what happened.
Thank you for sharing this, and again, we’re truly sorry for the inconvenience you’ve faced. We’re here to help make things right.
Best regards,
Mergify Support Team
I've had 0 help with my issue. it did not auto refund any orders and after reaching out a dozen times for a month i have had no help. Avoid at all costs (Reached out after review but still have no solved my issue what so ever, they REFUSE to help, no one will ever help you with this app)
We’re truly sorry for the issues you’ve experienced and the delay in resolving them. We'll make sure we give a clearer timeline for resolving this issue. Our team is gathering data and working on a fix for your problem.
Your satisfaction is important to us, and we appreciate the chance to make this right. We hope we can earn back your trust soon.
We’ve contacted support multiple times with serious issues. Still no reply. Very disappointing.
Hi there,
We’re truly sorry to hear about your experience and completely understand your frustration.
We sincerely apologize if it felt like we were unresponsive. After checking on our side, we couldn't find any recent messages from you. It's possible there was a technical issue or the messages didn’t reach us. We absolutely want to make sure your concerns are heard and properly addressed.
Could you please reach out to us again at support@mergify.app? We’ll prioritize your case and do everything we can to resolve the issues as quickly as possible.
Thank you for your understanding and for giving us the chance to make this right. We truly value you.
Best,
Mergify Support Team
Two issues with Mergify:
1. I decided to try the free plan, which promised ten free merges a month, as my business is quite small, of course with the intention/hopes of growing my business and funding a paid plan down the road. They changed, with no notice, to five total free merges. While that is their prerogative, I feel it's misleading to rope customers in and then change the terms so drastically.
2. The way Mergify merges orders is that it creates an entirely new order out of the merged orders. So if you are trying to merge to existing orders (let's say, order #1 and order #2) it creates an entirely new order, Order #3. When it does this, it leaves order #1 and order #2 marked as unfulfilled. Older orders should automatically be marked as fulfilled. I had a customer place two orders back to back through my linked Facebook shop, and I used Mergify to merge them, so the customer could save on shipping. It created a new, third order, as mentioned above. I fulfilled that new third order and the customer received. However, Facebook was still showing that Orders #1 and #2 were unfulfilled, and it wound up cancelling them and pulling funds from my account to refund the customer, even though I had proof that the customer had received her items. This is ridiculous. Trying to manage this is way more trouble than its worth.
Mergify created more problems for me than it solved so I can't recommend it.
Thank you for sharing your feedback. We appreciate every suggestion and strive to improve Mergify.
1. Although we have changed the free plan, we do honor the previous free plan quotas. I'm sure you have noticed this since you used Mergify since.
2. You can setup Mergify to automatically fulfill original orders when it merges them. Although we mention this in our onboarding slides, we'll definitely improve our messaging. Nevertheless this issue is easily avoidable!
Stopped working from one day to another, no one is working at the customer support team, scary to relay on such app...
update week later the issue, still not solved, customer service is almost not responding, it looks this app is not being managed, which is a pity as it is a must needed feature
Thank you for sharing your feedback. We sincerely apologize for the experience you’ve had. We understand how frustrating this must be, especially when you rely on the app for your business. Please know that we take your concerns seriously, and we’re committed to resolving the issue as quickly as possible. We have taken steps to improve our processes. I hope the experience since was pleasant.
We are committed to supporting our customers and resolve any issues.
Deceptive "Free" Plan is More Like a Limited Trial
I was initially drawn to the Mergify app based on its advertised free plan, promising 10 free merges per month. This seemed like a perfect amount that I'll ever need for my store.
However, I was extremely disappointed to discover that the free plan had been drastically reduced to a mere 5 total merges, with no prior notice whatsoever. This change renders the "free" plan practically useless for any newly launched store, as 5 merges are quickly exhausted during the initial setup and testing phase.
Here's why I'm leaving a 1-star review and uninstalling Mergify:
The initial free plan was a major factor in my decision to install the app. The sudden and unannounced change feels misleading and unfair. With only 5 total merges, it's impossible to properly evaluate the app's value within my store's workflow. Not receiving any notification about such a significant change to the free plan is poor customer service.
I cannot recommend the Mergify app and will be looking for a more transparent and reliable solution.
Thank you for sharing your concerns. We’re sorry for the confusion caused by the change in our free plan. To address this, we’re reverting to the original plan for users like you who joined us before the adjustment. This change was not intended to mislead, and we regret not communicating it more clearly. Your feedback is crucial in helping us improve. For any further assistance or queries, please don't hesitate to contact us.
Bait and switch... Halfway through my 10 free merges, they changed it to 5 free merges
Edit: (I wish I could attach screenshots as proof)
Mergify reached out to try to convince me to change this negative review in exchange for more free merges. They also admitted via email that they DID halve my number of free merges, which stands in contrast to what they typed under my public review:
”Your review may suggest that we reduced the free merges and start charging you sooner than you expected. This is not the case.”
TLDR;
Mergify works with all stores to help them test and setup the app for their store. This may include extending free merges for more testing. We never charged Barkley-ware. It seems that Barkley-ware's only issue is that we limited the free plan. Free plan is meant for setup and testing, and after more than two years we changed it to offer better services to our paid customers.
You can read more below if you have time!
**********Original Response************
Hi,
I hope you're doing well.
We are a bit confused by your review. Since Mergify started, it always offered 10 free merges on the Starter plan. After more than two years, we changed the free tier plan to offer better services to our customers.
Your review may suggest that we reduced the free merges and start charging you sooner than you expected. This is not the case.
It also may suggest that we employ tactics to overcharge users. This is also not the case. This was a simple change in the free tier plan.
We would love to communicate and resolve this misunderstanding.
**********************
**********Update**********
Let's take a step back!
Barkley-ware installed the app in October 2023. After installation, they activated the free plan. At that time, Mergify offered ten free merges. Barkley-ware did their first merge ten days before leaving this review. By the time they wrote this review, Mergify had completed six free merges for Barkley-ware. A couple of days before this review, Mergify reduced the number of free merges for all free plans to five free merges.
The change in the free service seems to be the main issue.
Barkley-ware was never charged by Mergify.
We reached out and wrote the initial response to the review. They demanded that we change a line in our response. We were never given an explanation on the "Bait and switch..." part of their review. The other part of the review "Halfway through my 10 free merges, they changed it to 5 free merges" is correct. We did reduce the free merges.
"Mergify reached out to try to convince me to change this negative review in exchange for more free merges.": Since you took issue with the reduction of free merges, we did offer to restore your free merges. We also offered you free merges if you need to continue testing our service.
"They also admitted via email that they DID halve my number of free merges": This is correct. We admitted this in the original response: "After more than two years, we changed the free tier plan"
"which stands in contrast to what they typed under my public review": In the first paragraph of our response we accepted that we changed the plan. We explained this to Barkley-ware. We meant that we didn't reduce the free merges to charge Barkley-ware without them knowing.
Do not recommend this app if you have a high volume of orders. Orders being merged, but then items being restocked and overselling. Not to mention then having to invoice for more shipping.
Thanks for writing your review for Mergify!
We apologize for any inconvenience that our app made for you. Our support team has contacted you for more elaboration on these problems, so we can solve these issues for you.
Generally speaking, You have stated two matters:
1. "items being restocked and overselling"
2. "having to invoice for more shipping"
Regarding the first one, when you merge orders, Mergify archives the original orders and makes a new combined test order that neither increases nor decreases any product's inventory quantity.
For the second matter, the overall shipping cost is usually lower than the sum of the original orders ones.
We would really appreciate it if you elaborate more on these problems, so we can solve them together as soon as possible!