Facebook Piksel & API ‑FBTrack

Estimado cliente, le hemos reembolsado su último pago y nunca más se le cobrará. Parece que la suscripción se canceló 2 días después del final de la prueba gratuita de 7 días, pero entendemos totalmente si el cargo fue inesperado por tu parte. Estaremos muy agradecidos si puedes eliminar la reseña ya que se reembolsó el monto y se resolvió el problema. ¡Muchas gracias!
Captura de pantalla de reembolso: https://prntscr.com/6gZv7-H1oGeR

Dear store owner,

There seem to be a misunderstanding, and you are probably reviewing another app. You have used our app for a whole year without issues ( Screenshot http://prntscr.com/sl24tx ), and we didn't find any email regarding your store ( Screenshot http://prntscr.com/sl26fy ) . I discussed your review with our support team, and they also don't understand why we are receiving it, and can't find or recall any email related to your store

Please delete this review, or reach out to us if you had faced a problem

UPDATE : Thanks for specifying the issue on your update. We got in touch with your theme developers (Showtime theme), and the issue was that the theme and our app had a function with the same name that resulted in a conflict (Screenshot : http://prntscr.com/t676uh). This issue has been fixed for Showtime theme, and all themes at the same time, and it won't happen again to any store

Best,
Fbtrack team

Dear store owner,

Our development team informed me that you faced problems due to using multiple Facebook pixel apps, and that they ultimately fixed the issue you were having. I assure you that everything is working well on our side. We are always monitoring our performance, and will be here to support you. Our sincere apologies for any inconveniences you have faced, and we invite you to reconsider your review if you wish

Best regards,
Fbtrack team

Hello there,

I checked and you didn't send us any support request so we can help. Please reach out, and our support will investigate your issue, and resolve it. Our app, in theory, can't make your add to cart button stop working. It also looks like the theme you are using is low quality, according to users reviews, https://themes.shopify.com/themes/boundless/styles/vibrant and it won't be surprising if it often bugs

Best regards,
Fbtrack team

Dear store owner,

We are always here to support you including after you delete the app if necessary. You have contacted us on a Sunday, and you received an automatic response indicating that support is not available on Sunday, and we have gotten back to you on Monday at the beginning of our office hours (Screenshot: http://prntscr.com/w8et9a). For 99.9%+ of our users, there is no need to remove any code manually after uninstall. Nothing in the theme code will get messed up, and deleting the app will not have any effect on your store. In your case, you were using Gempages app which we don't integrate with, but our developer made extra efforts in order to add custom code specifically for you to make the app work for your pages using Gempages app. On Monday, our replies included showing you how to remove the custom code by yourself if you wished, and the option to allow the developer to do it for you, but we didn't hear back from you since then.

You were happy with the support provided until last Sunday (Screenshots: http://prntscr.com/w8eqo5 and http://prntscr.com/w8erxl). We are unfortunately being rewarded for the extra custom coding to make the app work for your store by a negative review. You contacted us, and left your review outside the office hours indicated in the automatic reply. Our continuous support has nothing to do with whether you still have the app or not. We even reply to people who have already closed their store if they contact us.

We hope that you consider removing this review as it's defaming, and hurting our app needlessly, and you seemed to have moved on since our replies on Monday.

Best regards,
Fbtrack Team

Dear store owner,

Everything is working well with our app. You contacted our support and they have checked your store using the Facebook pixel helper, and everything was working fine. The only problem you had is that you had also added a Facebook pixel in shopify in addition to using our app, and this caused duplicate events, and our support advised to remove that. If there was another issue, it should have been very likely on Facebook side configurations or unrelated to our app. We invite you to get back in touch so we can help you further as you didn't offer us the opportunity to help you further investigate your issue, and invite you to consider removing your negative review as we are very helpful to our customers, and Shopify always rank us in the top 2 apps for Facebook pixels management due to a high percentage of stores keeping use of our app as long as their store is open.
Also if you wish for a refund, please just contact Shopify and we will approve your refund

Best regards,
Fbtrack team

Please get in touch with us and we will do all we can to resolve any issue you are facing. I wasn't able to find any support ticket about this. From past experience, a case where the error "Can not track conversion Events" might occur if the pixel added into the app has an incorrect structure, or there is another pixel app that has a pixel with an incorrect structure. One case we had for example is that there was a store that used another pixel app that left "ENTER_PIXEL" as the value of a pixel installed into the store, and this caused any additional pixels installed into the store to not work properly and the error mentioned above to be displayed. For the speed, please also let us know how the app makes things slower. we have made the app in a way that wouldn't have an influence on the speed of websites