Atlas: AI Store Builder

Hi there,

I’m Eddie, Head of Support at Atlas. I read your review and wanted to reach out personally.

Billing issues are something we take very seriously at Atlas, and we always do whatever it takes to resolve the situation properly. I checked your account and I’ve emailed you directly so we can review what happened and resolve this billing issue immediately.

I’m sorry for the frustration this caused. You have my full attention on this, and I’ll handle it personally.

Best Regards,
Eddie

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 Velobiotics,

I’m really sorry to read your update – losing over $1000 of edits and weeks of work after following advice about how to handle your themes is incredibly frustrating, especially after the great start you had with Atlas.

Your experience matters a lot to us, and we’re taking your feedback seriously as we continue to improve how we guide merchants through our app.

Your satisfaction is very important to us, and we’re committed to making this right. I’ve just sent you an email so we can look into your case in more detail and explore the best way forward together.

Please check your inbox when you have a moment.

– Eddie, Head of Support

Hi CUZI, thank you for your review. To clarify, all app billing is handled directly by Shopify. Subscription costs apply as long as the app is active on your store, even if it hasn’t been actively used. Once the app is removed, charges may still appear until Shopify’s billing cycle closes.

If you believe you were charged incorrectly, please reach out to Shopify Support for a billing review, or contact us directly and we’ll gladly guide you through it.

Hi Caesar, thanks for your review. Just to clarify, all app charges are handled directly by Shopify. Because Shopify runs billing in two cycles, charges can still appear after an app is removed until the billing period closes.
We don’t have the ability to change or control this.
If you’d like, Shopify Support can review your billing history and ensure everything is correct. You can also contact us and we’ll be glad to help guide you through it.

Hi there, thanks for sharing your feedback. Just to clarify, app billing is fully managed by Shopify. Because Shopify runs charges on two billing cycles, it’s possible to see a charge after uninstalling until the billing period is fully closed. We don’t have the ability to stop or issue charges ourselves.

If you believe you were charged incorrectly, the best next step is to reach out to Shopify Support so they can review and adjust your billing history. You can also contact us directly and we’ll gladly help guide you through the process.