BUCKS Currency Converter PRO++

Summary: The issue occurred due to a problem with the app integration on your theme.

I’m truly sorry to hear about the negative experience you’ve had with our app and support team.
I sincerely apologize for any frustration caused by the issues with the theme and cart functionality.

At Helixo, we strive for quality service and take your feedback seriously. I would love the opportunity to make this right. If you could kindly grant us access to your theme again, we’d be more than happy to further investigate and resolve the issue promptly.

My support team and I have tried reaching out to you several times but, unfortunately, haven’t received any response yet.
Please give us a chance to assist you.

Thank you for your understanding and patience.
Please let me know how you’d like to proceed.

Kind regards,

Tinu
Customer Support Lead at Helixo

Summary: The issue arose due to a misunderstanding about the app's functionality when Shopify Markets is enabled.

I’m sorry to hear that your experience with our support team was not as expected.
It seems that the issue arose due to a misunderstanding about the functionality of our app, particularly with Shopify Markets enabled in your store.

When Shopify Markets is enabled, the conversion display and price rounding are managed by Shopify itself. Our app functions as a currency switcher, but the conversion process is outside the scope of what our app controls. That's why we advised you to contact Shopify support, as they would be better equipped to assist with this specific issue.

I understand that it might have seemed like we were not willing to help, but I assure you that our goal is always to provide the best possible support within the capabilities of our app.
We deeply value your business and regret that this limitation led to a negative experience.
Please know that we are committed to improving our service to avoid such misunderstandings in the future, and we always strive to provide the best possible support within our app’s capabilities.

If you have any further queries, please don't hesitate to reach out to us at support@helixo.co or via our in-app chat.

-Tinu,
Customer Support Lead at Helixo

Summary: It seems that this issue has arisen due to an incomplete setup of our app, along with the unavailability of support during our offline hours.

I would like to kindly remind you that our support hours are from 9 AM to 11 PM (IST). Additionally, I noticed that we did not receive a response to our follow-up email when we were back online.

To assist you in resolving this matter, please complete the onboarding steps or refer to the step-by-step guide we previously provided.

If you encounter any further issues or have any additional questions, please don’t hesitate to reach out. I’m here to help!

Thank you for your understanding.

-Tinu,
Customer Support Lead at Helixo

Summary: We received your inquiry during offline hours and have attempted to reach you via email without response. We’re here to assist you as soon as possible!

Thank you for reaching out, and we sincerely apologize for the inconvenience you’ve experienced. We noticed that your review was left during our offline support hours, which may have caused a delay in addressing your concern.

We also want to let you know that we’ve made multiple attempts to contact you via email, but unfortunately, we have not received a response, even though our emails show as delivered.

To better understand the issue with the "money bar" not changing, could you please clarify if this happens on a specific page or under certain conditions? This information will help us investigate further and resolve the issue as quickly as possible.

We take your feedback seriously and are committed to providing a solution. We appreciate your patience and look forward to assisting you.

If you have any further queries, please don't hesitate to reach out to us at support@helixo.co or via our in-app chat.

-Tinu,
Customer Support Lead at Helixo

Summary: The issue arose due to a miscommunication between us.

I'm sorry to hear that the setup process was confusing for you.

It seems there was a miscommunication between us. I responded to your query yesterday, even though it was a Sunday when our team typically has the day off. I also made sure to inform you about the pricing issues in your store.

It's a bit disappointing that you didn’t reach out for further assistance before leaving a negative review, especially since you mentioned that you had sorted it out.
We’re always here to help and would have been happy to clear up any confusion.

While reviewing your store, I noticed that the money format is currently incorrect, even though it was set correctly before. Please follow the guidelines in the article linked below to adjust the money format:
https://docs.helixo.co/en/article/how-to-set-up-the-money-formatting-1q0b4ge/

If you have any further questions, please contact us at support@helixo.co or via our in-app chat. We're always happy to assist you.

-Tinu,
Customer Support Lead at Helixo

Summary: The issue arises from a misunderstanding regarding app limitations on the Checkout page. According to Shopify policies, apps are prohibited from making modifications on the checkout page.

Hello,

Thank you for sharing your feedback with us. We understand your concern about currency conversions at checkout.

According to Shopify policies, enabling Shopify markets is necessary to perform currency conversions on the checkout page. These markets handle the conversions as outlined in the following link: Shopify Payments - Selling and Getting Paid in Different Currencies

If you have enabled markets, Shopify will take care of the currency conversions on the checkout page. However, if you haven't enabled markets, our app can still switch currencies up to the cart page. Please note that apps are restricted from making modifications on the checkout page, as per Shopify guidelines.

We appreciate your understanding of this default behavior of our app.

In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.


- Tinu,
Customer Support Lead at Helixo

Hello, as we have observed, you have enabled Shopify markets, where the conversions are managed by Shopify itself. In such instances, our app may have limitations specific to these scenarios.

For a more accurate and efficient resolution, we recommend reaching out directly to Shopify support, as they are equipped to provide dedicated assistance in cases where Shopify markets are enabled.

Concerning your experience with our customer service, we sincerely apologize for any shortcomings you encountered. It appears there might be a misunderstanding concerning the handling of conversions.
We acknowledge the importance of clear communication and want to assure you that we value your feedback. We will conduct an internal evaluation and implement improvements based on your insights.

Thank you for your understanding, and we look forward to the opportunity to make amends and improve your experience.

In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.


- Tinu, Customer Support Lead at Helixo

Thank you for your feedback. But please note we use the exchange rate provided by Shopify itself.

Also, while enquiring with the support team we could find that you never contacted us regarding this issue. So we never got a chance to diagnose the issue or even reach conclusion whether this issue was indeed due to our app or just misunderstanding.

We are happy to help you with this matter if the issue is with our app. We always help our clients to achieve the app's full potential in every way we can. So please get back to us so that we can figure out what went wrong and fix it for you.

You can contact us via the in-app chat or at support@helixo.co

Looking forwards to hearing from you.