SendWILL Popup Email Marketing

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 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