Atlas: AI Store Builder

Hi VITORIO Parfum,

Thank you so much for this review! Normie is going to be thrilled when he sees it, and we'll make sure he does. Hearing that the app and the service both delivered for you is exactly what we hope for.

It also means a lot that you've been with Atlas for 5 months now. That kind of ongoing trust is something we don't take for granted, and we'll keep working to earn it.

If anything ever comes up as you keep growing your store, we're here.

Hey Snauff

My name is Eddie, and I'm the Head of Support at Atlas.

I'm sorry about the experience you had. You're right that we should do a much better job of clearly stating up front that Atlas modifies your home page. That's on us, and it's feedback I'm taking seriously.

I looked into your account and see that our support team already reverted your home page to your previous working version. That also removes the Atlas dependencies in the process, since they are tied to the template in your theme code, so nothing should be left behind. If anything still looks off, just reply here or send me and email at eddie@helloatlas.io and I'll handle it directly.

I'm also really sorry the support experience didn't feel like we had your back. We really do care, and it's frustrating to hear that didn't come through in the conversation. I'll take a closer look at the thread on our end to see what we could have done differently.

You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start.

Best Regards
Eddie

Hi Valence Boutique,

I saw your review and wanted to reach out myself. I'm Eddie, head of support here at Atlas.

First off, I'm really sorry about this. Getting hit with a $39 charge when you thought you'd already walked away from the app is genuinely frustrating, and I'd be annoyed too.

I dug into your account to figure out what happened. It looks like the uninstall came through just after your free trial ended, and that's what kicked off the charge on Shopify's side. I know the timing makes that confusing, and either way, you shouldn't be the one paying for it. So I've already added credits to your account that cover the full $39. The balance is sorted, so you won't be charged anything

If anything still looks off, or a charge somehow sneaks through anyway, just reply here or email me straight at eddie@helloatlas.io and I'll take care of it myself.

You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start.

Best Regards,
Eddie

Hi Veroname Store,

Thank you so much for taking the time to write this. Normia is one of those people who genuinely cares about every merchant she works with, and sticking with a tricky issue for over two hours until it was fully resolved is exactly the kind of patience we're proud of. We'll make sure she sees every word.

It also means a lot that you've trusted us through your first couple of weeks with Atlas. We'll keep working hard to earn that.

If anything else ever comes up, just reach out, we're here.

Hi Velaneo,

Thank you for sharing this! Normie will be glad to hear it, and we'll make sure the message gets to her. A payment issue is exactly the kind of thing you want handled fast and clearly, so it's great that's how it played out for you.

Being there when our merchants actually need us is something we take seriously at Atlas, and feedback like this tells us it's working.

If anything comes up as you keep building your store, you know where to find us.

Merhaba Velmora,

Çok teşekkür ederiz! Müşteri desteğimizi sevdiğinizi duymak hepimizi gururlandırdı. Merchant'larımızın yanında olmak Atlas'ta en önem verdiğimiz şeylerden biri, bu yüzden böyle bir geri bildirim bizim için çok değerli.

Yaklaşık iki aydır bizimle olduğunuz için de ayrıca teşekkürler. Bu güveni her gün yeniden kazanmak için çalışmaya devam edeceğiz.

Aklınıza bir şey takılırsa, ne zaman isterseniz bize ulaşın, buradayız.

Hi Docs General Store,

Thank you for sharing this! Eddie will be glad to hear it, and we'll make sure he sees it. Turning something that could have taken hours into a few minutes of clear answers is exactly the bar we set for ourselves, so it's great he hit it for you.

You're just getting started with Atlas, and we're excited to keep being there as you build. If anything comes up along the way, you know where to find us.