Coupler.io: export data

Hi there,

We are sorry to hear that this issue happened and understand your frustration. We would like to clarify that the billing process for Coupler.io Shopify app is tied to Shopify's billing logic. In situations where a payment is missed, Shopify freezes the store until the bill is settled. Please feel free to check more here: https://community.shopify.com/c/payments-shipping-and/frozen-account/td-p/2566405#:~:text=If%20you%20missed%20paying%20your,settle%20your%20bill%20with%20Shopify.

In your case, it appears you installed and started the subscription for Coupler.io Shopify app on April 3rd. The trial period was ending 14 days later, on April 17th. It looks like the trial wasn't canceled before it ended, and the subscription was only canceled on May 15th. As a result, Shopify froze your account due to the unpaid amount, which is an automated process by Shopify.
We apologize for any inconvenience this has caused you. However, we would like to highlight that the billing procedures are in line with Shopify's policies, and they are designed to ensure the smooth functioning of all integrated apps.

We have taken the needed measures on our end to ensure your subscription with us is canceled and there is no longer due payment.
We would recommend reaching out to Shopify's support team for further assistance in resolving any matters related to your Shopify store. Please feel free to contact us if you require any additional support or information regarding our app.

Thank you for your understanding.

Hi there,

Thank you for sharing your feedback.

From our support communication, we know you need to pull new vs returning customers data from Shopify. We agree that the ability to pull this data directly would be beneficial which is why, as per our communication, we will take your request into account when planning the next steps for our development team. In the meantime, there is a workaround you can use to still pull this data with Coupler.io - please let us know in case we didn't communicate well how to implement it, we'll be happy to provide further instructions.

When it comes to support - our SLA is up to 24-hour response on business days, but we are doing our best to respond as fast as possible, which was applicable in our communication as well and our goal is to improve it further.

Thank you for bringing this to our attention and for taking the time to leave us a review. We assure you this is not the level of service we strive to provide to our customers.

Note that Coupler.io does not offer a free plan, rather a 14-day free trial that's mentioned on our listing here and on our website.

Please also be advised that it is possible to cancel a subscription, as well as delete your account, even if on the trial, at any time from the Billing and Settings section of the app, respectively.

If you found a free plan mention elsewhere or want to share any other concerns, please reach out to us directly at contact@coupler.io.