Crazy Egg

There was a bit of a misunderstanding about how our tool works and subscription. I would love to clear that up:

Many of our customers, including Shopify customers, find our tool quite helpful. Over on our other review sites, you can see, “It's great to look at the heat map to see where users are interacting the most on your site. It allows for useful data to improve the user experience and improve SEO of the site”.

But we understand that you did not share this experience with us.

Shopify doesn’t allow any third-party script to track the checkout. You must be on their Plus or higher plan to do this. This may have been why your conversions were not tracked.

If you sign up via the Shopify App directly, then all billing is via Shopify, and the plans are billed monthly. After the 14 day trial, you will need to verify which plan you want to continue with.

In this case, you had signed up with Crazy Egg directly (not via Shopify app) and the plans are billed annually after the 30-day trial. Upon signing up for a trial, our customers agree to cancel their trial if they do not wish to continue. As part of that agreement, we agree not to interrupt data collection and convert all non-canceled trials to the subscription plan the customer has chosen. That said, we did provide a full refund to you.

We are sorry to hear you were having trouble. Our team checked for an email from your store name but have not located one. We would like an opportunity to resolve the issue but need more information.

Our video recordings are initially set up to sample. So depending on the number of visitors to your site, your video recordings settings and the plan you are on, you may only see a low number of video recordings per day. This is done to ensure customers do not have all of their video recordings used up in a matter of days. For more information, please check out our Help Center article: https://support.crazyegg.com/hc/en-us/articles/360056085553-How-to-Customize-Your-User-Recordings-Sampling-Rate.