Eniture's Small Package Quotes

Thousands of e-commerce merchants use our products. We began emailing customer support surveys to our customers at the conclusion of every support ticket in September 2019. More than 3100 surveys have been sent. Of the respondents, 86.3% gave a favorable rating, 10.3% gave a neutral rating, and 3.4% gave us a poor rating. While there’s always room for improvement, these statistics will give you a more complete view of our relationship with our customers. The merchant leaving this review installed the app on November 7, 2018. Soon afterward he contacted our support team because the app wasn’t performing an operation he wanted. We informed him that the app wasn’t designed to perform that operation and we recommended that he look for another solution. At his insistence, we eventually agreed to add some code to the app that was specific to his store but warned that the quotes generated by the added code wouldn’t be reliably accurate. For more than two years the merchant chose to use the app. Over this period we did our best to help the merchant but continued to point out that he was using the app in a way that it wasn’t designed for and encourage him to find another solution. Recently the merchant became very aggressive with the support staff and we asked Shopify to force the removal of the app from his store and prevent him from installing it again. He also threatened to leave a negative review (which he’s now done) if we didn’t pay him off. Our handling of this merchant was consistent with our Terms Of Use which the merchant accepted when he installed the app. Our Terms Of Use are nearly identical to those of other software companies, including Shopify.