EZ Importer ‑ Order Importer

I'm sorry you had such a hard time with the import and weren't satisfied with the app or templates we provide.

We've always been upfront that it takes a little bit of work to get the templates correct (they are more of a starting point to help you get started) as migrating from another platform or CSV format isn't always straightforward. We also recommend testing before you do a full import which you didn't do. It's hard to get everything right without running tests, this is why we offer 50 free credits and give you the ability to delete orders and get credits back.

As for fields not being recognized, we tried to help you as you didn't properly map the fields. Based on our email interactions and the logs of your imports, the issues you were having had to do with not reading through our documentation, as the things you are complaining about are configuration options clearly stated in our documentation and the in-app help. The app has no problem recognizing any fields, you just didn't map them properly even as we tried to help.

We take feedback very seriously so thank you for being honest about your experience and we are always looking for ways to improve.

The app is working fine; we haven't had any problems with any merchant uploads.

You sent us an email about an order not being imported because the SKUs you uploaded could not be found in your store. We checked to see if there was a problem with the app or if the SKUs in your file were not in your store, and when we searched for the SKUs using Shopify's Product API, nothing came back.

We let you know that our system treats the SKUs as case-sensitive, as our documentation clearly states, to see if there is a case-sensitivity issue. Instead of helping us troubleshoot your data, you told us we were incorrect and needed to fix it, even though the issue was with your file rather than our app.

We tried to work with you to determine the issue, but you were unwilling to cooperate and sent us a short and frankly unprofessional response. We've always been willing to help merchants no matter what the problem.

We're always happy to help if there are any upload errors, whether the error is with the data being uploaded or if something else is going on.

I'm sorry you had a hard time with the import and weren't satisfied with the support. We worked with you letting you know from the beginning that you didn't have all the data needed for the import. You were trying to import customer spend data directly, which the Shopify API doesn't support. We were up front about this from the beginning when you emailed in, even recommending that you look for another app in the app store that might be a better fit for you. We were clear from the start to try and ensure no time was wasted.

We've always been very upfront about only offering email support and responded multiple times during the day and in a timely manner. We were very thorough in explaining what is needed and upfront when the app can't support the data you wanted to import.

As for the refund you requested, according to our records you never purchased any credits so your account was never charged. You were still using the 50 free credits.