ES: AI Back in Stock Notify Me

Dear AVÔNA,

I’m Joey, the account manager for Back in Stock. I read your review and I want to sincerely apologize for the frustrating experience you’ve had. You chose our app with high expectations, but the support and results you received were far from what we promise—this is completely our fault.

After carefully checking your previous ticket, I can see several issues on our side: our development team’s response was slower than it should have been, the handover between different agents wasn’t seamless. And some of our emails to you may not probably have been successfully delivered due to some network or system error . All of this led to one problem being dragged on for weeks, and I completely understand how disappointing this must have felt.

Please rest assured—your recent subscription fees will be refunded. I don’t want you to feel you’ve paid for nothing.

Regarding your email template customization:

On September 18th our developer actually finished adjusting the template for you and our team sent out a test email at that time. However, it seems due to a system issue you weren’t able to receive that email, and I sincerely apologize for the confusion this caused.

This morning I followed up urgently with our developers, and the issue has now been fixed. I tested it on my side and was able to receive the test email successfully. I also sent one directly to your address noreply@avonaofficial.com
—could you please check and let me know if the template style looks good to you now?
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Regarding setting up your custom sender name: this step requires strict technical verification, and although you’ve already followed the instructions, it still shows as incomplete. To solve this as quickly as possible, I’d like to offer remote support via AnyDesk so our developers can directly see any errors and fix them in real time.
https://anydesk.com/en/downloads

Could you let me know if remote assistance is possible for you, and share a convenient time? I’ll arrange everything with our developers so that we can finally get this fully resolved.

Once again, I’m truly sorry for the frustration we’ve caused. Thank you for giving us a few more days—we will do everything we can to turn this experience around.

(Since I’m not sure whether my reply on the Shopify review page will successfully reach you, I’m also sending this email directly from joey.wen@channelwill.net, please do kindly reply me there, thank you so much)