CWILL Popup Email Marketing

Hi there,

This is Joey, Customer Success Manager at SendWILL. I’m truly sorry to hear that the popup did not bring the results you expected, and I completely understand your frustration.

From our overall merchant data, more than 80% of stores using our popup see an email signup conversion rate around 3%–6%. However, the actual result can vary depending on traffic quality, popup timing, offer strength, design, and targeting settings.

In your case, 3 signups from 582 impressions is lower than the typical performance we usually see, and we’d be happy to help review your setup and suggest improvements.

Regarding pricing, the app is still currently available for free. If there are any future changes, we will make sure users are clearly informed in advance and supported through the transition.

Regarding pricing, we have started sending email notices from the end of June, and the paid plans are planned to be launched around mid-to-late July. Before any official plan change takes effect, we will continue to keep users informed and provide support during the transition.

If you’re open to it, feel free to contact me directly at joey.wen@cwill.com. I’ll personally help review your setup and see what our team can do to improve the signup performance for you.

Best reagards,
Joey
Customer Manager
SendWILL

Hi there,

This is Joey from the SendWILL team.

I wanted to personally follow up with you regarding the discount code issue you reported earlier.

First of all, I sincerely apologize again for the concern and inconvenience this issue caused. We fully understand that discount code control is very important for your store, especially when it may affect unexpected discounts or potential revenue loss. Thank you for pointing this out to us clearly.

Our development team has been treating this as a high-priority issue and has worked urgently on the optimization. The discount code logic has now been improved.

Going forward, each generated discount code will create its own independent discount rule. The updated logic is as follows:

1. Each discount code is now independent and will no longer share the same discount rule with other codes.
2. The discount name will directly display as the discount code itself, for example: SW1-D911ET97SK5C710HOVM0.
3. Each discount code will be bound to a specific customer.
4. Only the assigned customer will be able to use that discount code. Other customers will not be able to redeem it.

We truly appreciate your feedback, as it helped us identify and improve an important part of the discount code logic.

If this update addresses your concern, we would really appreciate it if you could consider updating your review based on the latest fix and our follow-up. Of course, if there is anything else you are still concerned about, please feel free to let me know directly. I will personally follow up and do my best to help.

Thank you again for your feedback and for giving us the opportunity to improve this properly.

Best regards,
Joey
SendWILL Team

Hi Coral Strands,

We take security and the integrity of our app extremely seriously, and we were concerned to see your feedback. However, after a thorough internal audit, we would like to clarify a few technical facts to address this misunderstanding.

Our app is equipped with multiple layers of industry-standard protection, including reCAPTCHA (bot protection), Double Opt-in, and advanced front-end encryption. These features are specifically designed to block the exact "spam bot" activity you described. Furthermore, we have no other reports of similar issues from our global user base, which confirms that our security protocols are functioning as intended.

Often, automated bots target standard, unprotected Shopify forms (such as native login or footer sign-ups) that lack these advanced defenses. Since we have no record of you contacting our support team prior to this review, we haven't had the chance to help you identify the true source of these bot registrations.

We would appreciate the opportunity to review your store's logs alongside our security team to help you identify the exact source of this activity. Please reach out to us at support@sendwill.com so we can provide the clarity and support you need.

Best regards,
SendWILL Team

Dear ReForm Creative Home,

This is Joey, the Account Manager from SendWILL.

I’ve carefully gone through your review and the entire ticket history. First of all, I sincerely apologize for the experience you’ve had. I truly understand how frustrating this must have been — and I really appreciate how patient and cooperative you’ve been throughout the whole process.

Regarding the unprofessional handling from our side, we’ve already conducted an internal urgent review and taken this very seriously, including internal feedback and corrective actions to ensure this won’t happen again.

I’d also like to share the latest updates on the issues you mentioned:

1. Email campaign suspension: This has now been fully resolved, and your emails are sending normally. When you reached out yesterday, our dev team was unfortunately offline due to the time difference, but we addressed it first thing this morning and made sure everything is back to normal.

2. Sender name issue: I’ve escalated this to our dev team immediately, and improvements have already been applied.

- For your existing automations, we’ve helped update the sender name to “ReForm Creative Home”.

- For the scheduled campaign, we’ve also updated it to “ReForm Creative Home” as well. (for campaigns that have already been sent, the sender name unfortunately cannot be changed retrospectively. )

- Moving forward, any new campaigns or automations you create will automatically use your store name “ReForm Creative Home” as the default sender name.

We’ve tested everything on our end and it’s working as expected — you can also give it another try on your side.

Once again, I’m truly sorry for the inconvenience caused, and I genuinely appreciate you bringing this to our attention — it helped us identify and fix an important issue quickly.

We really value your feedback, and it means a lot to us. If everything is now working well on your end, we’d be incredibly grateful if you’d consider updating your review to reflect the resolution — but of course, only if you feel comfortable doing so.

If there’s anything else at all, please don’t hesitate to reach out to me directly(joey.wen@channelwill.net). I’ll make sure to follow through and support you every step of the way.

Warm regards,
Joey
Account Manager
SendWILL Team

Hi there,

Thank you for sharing your thoughts. My name is Joey and I am the accout manager at SendWILL. I noticed you’ve been with us for a while, and I truly appreciate your support.

We’re sorry to hear you feel some features are missing. Over the past year, we’ve actually evolved from a simple pop-up tool into a full-scale Email Marketing platform, adding robust features like Campaigns and Automation.

Since we haven't had the chance to speak with you yet, could you please share more details about what you're looking for? If it’s a feature we can support, our team is fully committed to developing it. Please reach out to me at joey.wen@channelwill.net . I'll definitely try my best to coordinate with our tema and make this right for you! Please do kindly let me know, thank you.

Best regards,
Joey
Account Manager
SendWILL Email Popup

Hi there,

Thank you for your feedback! We’re so glad to hear you initially had a great experience with our app.

Regarding the popup issue you mentioned back in January, we actually sent a follow-up email to your team shortly after your review to help troubleshoot the cause (which is often related to Shopify theme updates or script conflicts). We haven't heard back from you yet, but we’d still love to get this resolved!

Our offer still stands: If you're still using the app or would like to give it another try, please reply to our previous email or contact us at
support@sendwill.com. We can usually fix these types of display issues in a matter of minutes once we have access to the store's diagnostic info.

We really hope to help you get those popups back live soon.

Best regards,
SendWILL Team

Hi there,

We are sincerely sorry for the frustration this has caused. As a free app, our goal is to help merchants grow without extra costs, and we hate to hear that your experience during migration was anything but smooth.

To clarify the "block": Our system automatically pauses flows when high bounced contacts (280 in this case) are detected. This isn't to slow you down, but to protect your store's domain reputation. If we allowed emails to be sent to invalid addresses, your domain could be blacklisted by Gmail/Outlook, which would permanently damage your email deliverability and future sales.

Regarding the support delay and editor speed, we sincerely apologize. We are a small team dedicated to keeping this app free for the community, and we are working hard to improve our response times and app performance.

We want to ensure you get the best results. Please reach out to us at support@sendwill.com—we’d like to manually review your list and help you clean those bounced contacts so you can get your automations back online safely and quickly.

Best regards,
SendWILL Team

Hi there,

Thank you for your honest feedback. I’m truly sorry that our previous conversation with support left you feeling misled—that was never our intention.

While we don't have a standalone "Import" button inside the app dashboard, we actually do support subscriber lists through Shopify Customer Segments. This allows you to use all your existing Shopify data seamlessly in our campaigns without double-handling files.

It sounds like we didn't explain this workflow clearly enough during your initial setup. We would value the opportunity to make this right and help you launch your first campaign. Could you give us one more try?

Best regards,
SendWILL Team

Hi CVTreasures,

We noticed your recent 1-star review and wanted to reach out personally to address your concerns about app permissions.

As a Shopify app developer, we work within Shopify's authorization framework to deliver our services. Every app installation requires specific permissions granted through Shopify's system to function properly. When you initially installed EcomSend, you approved core permissions including "View personal data" and "View and edit store data."

Our latest update introduced a birthday collection feature that stores data in Shopify's metafield system, necessitating additional metaobject permissions. When any app updates on Shopify, the platform requires a full reauthorization of all permissions - this is standard Shopify protocol, not specific to EcomSend.

We take data privacy extremely seriously. Our team ensures that all permissions are used solely for app functionality and Shopify marketing integration. For perspective, you'll find that other popup apps on the platform require similar permission sets.

We're committed to transparency and would welcome the opportunity to discuss any specific concerns you may have.

Best regards,
The EcomSend Team