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The customer service isn't great. I paid $199 a month for almost a year and tried to downgrade to the $79 membership this month. After reaching out to the support team TWO times, I was finally responded to & told it's impossible for me to downgrade without paying $199 and then an additional $79 for the new membership all in the same month. I am cancelling this month due to me being forced to pay for 2 subscriptions. Hopefully you guys make downgrading more feasible in the future for your users.
Hi,
We’re sorry to hear about your experience, and we understand why being charged for two subscriptions in the same month would be frustrating.
We’d like to clarify that our support team cannot simply override Shopify’s subscription billing rules or manually combine two subscription charges. When changing plans, the billing behavior is determined by Shopify’s billing system and the timing of the plan change.
That said, we understand that this was not a good experience, especially after you had to contact our support team twice before receiving a response. We’re sorry about the delay and the frustration it caused.
We appreciate that you were a customer for almost a year, and your feedback about making downgrades more straightforward is completely fair. We’ll take this feedback into consideration as we continue improving the app and our support process.
If you’re still open to it, please reach out to us so we can review your specific billing history and see whether there is anything we can do to help with your situation.
Hi,
We’re concerned to see this 1-star review, especially because the information available to us does not match the situation described.
Our records show that the app subscription was activated on May 22, followed by subscription charges covering May 29–June 28 and June 28–July 28. An app developer cannot activate a Shopify subscription on behalf of a merchant without authorization from the store administrator.
The app was therefore installed and subscribed to on the store before the review was submitted. We also note that you contacted our support team regarding the subscription and refund, which further confirms that there was an active interaction with the app and our service.
We have been trying to contact you since your request so that we can properly investigate your concerns and process the refund request. Unfortunately, you have not responded to our follow-up attempts.
If you believe that the subscription was activated without your authorization, we are absolutely willing to investigate this with you. However, we need you to respond to our support team so that we can do so.
Please contact us and provide any information you have regarding the alleged unauthorized subscription. We are ready to resolve this matter, but we cannot investigate or resolve it without your cooperation.
