Atlas: AI Store Builder

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

Bonjour Ayli Skin,

Merci pour votre retour et vos 5 étoiles ! Nous sommes ravis que notre équipe ait été réactive et présente à vos côtés dès que vous avez eu besoin d'aide. L'équipe Atlas travaille dur pour que tout se déroule parfaitement, et nous sommes ravis que cela fasse une différence pour vous !

Hi Gaming Konsole,

Thank you for your feedback. We’re genuinely sorry to hear your experience didn’t meet expectations. We’d appreciate the opportunity to learn more and make things right, whether it’s related to your store setup, AI product photos, or anything else. Please reach out so we can better understand what happened and work toward a resolution together.

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 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.

Hello,

We’re truly sorry for the frustration you’ve experienced — this is absolutely not the experience we want anyone to have with Atlas.

We take situations like this very seriously and want you to know we’ve made multiple efforts to reach out and get this resolved for you as quickly and smoothly as possible. Our team genuinely cares about making things right, and we’re standing by to help.

While billing for all Shopify apps is handled directly through Shopify — and outside of our control — we understand how confusing that can be. We’re actively working on improving how we communicate this to make sure it’s crystal clear from the start.

Above all, we want Atlas to be a great experience for everyone who tries it. If you haven’t received our messages, please reach out directly to us at support@helloatlas.io — we’re here and ready to make this right.

Thanks again for your feedback — it helps us get better every day.

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.