Omega Facebook Pixel Ad Report

Hi,

Thank you for taking the time to share your feedback with us. We deeply apologize for any inconvenience and frustration this situation has caused you.

We would like to explain that the $8.99 pricing was established in 2021 and has been honored for our existing users. However, our pricing plan for 2024 has changed, and it applies to new users or those who opt to change their plan in the Pricing section of the app. It appears that you may have been affected by this update inadvertently.

We fully understand how unexpected changes in pricing can be upsetting and disruptive. Please know that our primary goal is to provide the best possible support and experience for our users. We are committed to resolving this matter for you. If you prefer to continue with the previous pricing plan, we can assist in reverting your account to the original rate.

We genuinely value your business and do not want this situation to overshadow your experience with our app. Please give us the opportunity to make things right. Please reply to our follow up email to the last conversation you have had with us yesterday, and we will work diligently to address your concerns and restore your satisfaction with our service.

We apologize once again for any inconvenience this has caused and appreciate your patience and understanding. We are here to support you and ensure that your experience with our app is a positive one.

Hi Glowsart,

Thank you for taking the time to tell us why our service failed to meet your expectations and we are sorry for all the inconvenience you had while our support is away.
Our app is still tracking enough purchases but there is an error in displaying data in Analytics in-app, so you can't see the correct information on your side and our dev has fixed that.
Sorry again for any inconvenience caused to you and please let us know if you need any further assistance from us.
Have a great day!
Best regards,
Omega Team

Dear PWR Socks,

Thanks for taking the time to share with us your feedback and we are sorry for the negative experience you had with our app and our support team.
There are 3 issues you mentioned in the video you sent us:
#1. The number of purchases on ads manager is different from event manager
#2. The purchase value is also different with the real report on Shopify
#3. You ask if the issue is because you are seeing 2 connected partners with Shopify on Facebook manager.
I truly apologize that our support members did not explain the case to you clearly from the beginning.
Our app will make sure to send the correct purchase event to the event manager and the value we sent will be the same as the pixel tracks when you make a test order.
Please give us a chance to follow up on the case with you. I'm sure that we need your help to contact with Facebook support team and we would like to follow up on the case so that Facebook can give the right explanation.

Again, our team truly apologizes for any inconvenience caused to you.
We have contacted you through email as well and we all do hope to hear from you back.

Hi,
Thanks for taking the time to let us know about your issue and we are sorry for the negative experience you had.
Our support team has just received your request about the app and is contacting you to support it. We also send you an email regarding the matter, please check and let us know if you need any further assistance.
We are terribly sorry again for any inconvenience caused.
Best regards,
Omega Team

Hello!
Thanks for taking your time to share your concern and we are sorry for the negative experience you had with the tracking issue.
As we checked the reason is because of the discount app that make the order not go through Shopify thank you page, which is not possible for our app to track purchase event. Our developer tried to customize the code but it can't work as the order obviously did not go through Shopify thank you page.
We do understand your frustration and apologize for all inconveniences caused to you.
In any way, if you decide to not use the discount app that conflicts with our code, please contact us, we are more than happy if we can support you.
Sorry again for making you disappointed.

Best regards,
Omega Team

Hello there,
Thanks for leaving your review about the app.
I am not sure what the real problem you are having is.
We tried to contact via email (support@fablifer.com) but did not receive your response.
We look forward to getting your response.

Regards,
Omega Support

Hello
Thanks for taking the time to let us know your issue and we are sorry for the negative experience you had. We appreciate it if there is any chance that we can help you with the app from scratch, so please let us know if you need any assistance.
We are terribly sorry again for any inconvenience caused.
Best regards,
Omega Team

Hello there,

Thanks for taking your time sharing your experience with our app and we are sorry for the problem caused to you.
As your message delivered to us during the off working days that's why there was a little delay in replying to your request.
We have checked and saw that you are checking the events on the checkout page which Shopify does not allow third-party apps to track except in the case you are Shopify plus account. But it can still track the Initiate Checkout event when you click the checkout button on the cart page and purchase event on the thank you page.
Our team reached you a day ago via chat, email, and phone call but hasn't seen replies from you yet.
We hope you can give us another chance to support you, please get back to us.

Best regards,
Kaylee

Hello there,

Thanks for your review and for trying our app. For your feedback, we want to confirm that our application totally does not use jquery, so I don't think it is the problem that caused the slow loading issue on your store.
Please reinstall the app and our team will help you find out the root problem.
Regards,
Omega Team