Pandectes Conformità GDPR

Hallo, vielen Dank für dein Feedback. Es tut uns leid zu hören, dass du Probleme mit deinem Tracking hattest. Wir konnten jedoch keine vorherige Support-Anfrage von dir finden. Als Shopify Plus Partner und zertifizierter CMP-Anbieter nehmen wir die Genauigkeit des Trackings sehr ernst.

Probleme mit dem Meta-Pixel hängen oft mit der Konfiguration des Shopify-Consent-Systems zusammen, was unser Team in der Regel schnell lösen kann. Wir haben dich bereits per E-Mail kontaktiert, um dir direkt zu helfen, da wir sicher sind, dass wir alles korrekt für dich einstellen können. Bitte antworte auf unsere Nachricht oder melde dich im Live-Chat, damit wir dich sofort unterstützen können.

Beste Grüße
Das Pandectes-Team

Hi there! We hear you loud and clear. While we aim to be the most reliable 'guard' for your store’s data compliance, it seems our current 'navigator' (Shopify’s native geolocation) took an unexpected null value that ended up to detour through the US in your stats.

We chose Shopify’s native service to keep your store lightning-fast by avoiding extra external calls, but we realize that speed is nothing without 100% precision. Our dev team is already building a proprietary fallback geolocation layer into our next update to ensure no visitor is ever misidentified again.

We are very sorry to hear about your experience. Based on our records and the past conversations we had with you, our team did provide detailed guidance and all the necessary information to help address your concerns.

The tracking issues you described appeared after updates and migrations of tags in the Google Sales Channel on August 18, based on your messages, and were not related to changes made by our app. In fact, we have not had access to your store or made any modifications since 2024, when we assisted you with a custom pixel configuration regarding GA4. That support was outside the scope of our app’s core functionality, but we provided it to be helpful.

We also ensure that we inform and obtain confirmation from merchants whenever any changes are requested, to remain transparent and responsible.

We regret that our assistance did not meet your expectations, and we are always open to working with merchants to ensure they get the best value from our app.

Pandectes Support

Hello, thank you for trying out Pandectes. We are sorry to hear that you faced difficulties during the setup process. We checked our records and noticed you didn't reach out to our live chat or email support before uninstalling, as we usually resolve theme or installation conflicts within minutes. As a Shopify Plus Partner and Google Certified CMP, we take pride in our seamless setups and premium support. We have already reached out to you via email to offer our direct, free technical assistance to get everything running perfectly for your store. We hope to have the chance to help you!

Hello Lauren,

We’re sorry to hear that your experience was frustrating, that was never our intention. The compliance review is designed to check multiple areas of a store based on location and applicable regulations. Our plans, features, and limitations are always publicly listed and fully transparent on our website. Our team reached out to clarify the findings and offer support, and we always strive to be transparent and helpful. We truly appreciate your feedback and wish you the very best with your store.

Pandectes Team

We’re truly sorry for the inconvenience you experienced and for the delay in our response. We understand how important timely support is, and we regret not meeting your expectations on this occasion.

To clarify, your message came in on Sunday at 5:22 p.m., and although we strive to respond as quickly as possible even on weekends, our reply was sent almost 3 hours later the same day. The chat system does indicate that we typically respond within a minute, which reflects our average response time, but this can vary, especially on weekends when we have fewer operators available.

We sincerely appreciate your feedback and are constantly working to ensure that we provide the best possible support to all our clients. Thank you for bringing this to our attention, and we’re committed to improving your experience with us.

Best regards,

Nikos

Hello Arnaud, thank you for your feedback. We always strive to go above and beyond, which is why our technical team spent several days diagnosing your store's mobile issue. As documented in our support chat, the conflict was explicitly caused by an external touch-event script inside your own theme (hand.min.js) that actively blocks normal web components.
Because we prioritize the security and stability of your store, we cannot rewrite or alter core code written by your theme's developers, as doing so risks breaking critical elements like your checkout. We always stand ready to assist when the issue is within our app's control, and we sincerely wish you the best with your store!

We're deeply sorry to hear about the difficulties you've encountered with your Meta ad traffic following the installation of our app. It's important to us that we clarify the situation and offer our support to resolve this issue.

Our app integrates with Shopify's Customer Privacy framework to ensure GDPR compliance, which includes managing consent for cookies and tracking services like those used by Meta ads. When specific regions are selected in your Shopify store settings, tracking by services such as Meta will not occur without explicit visitor consent. This mechanism is designed to protect privacy but can impact ad tracking if consent rates are low.

We understand the frustration this has caused, especially given the financial implications. We intend to help our clients navigate these compliance requirements without sacrificing marketing effectiveness. To this end, we offer features like our Preferences Banner with Overlay position, aimed at improving consent rates and, consequently, the accuracy of ad tracking and analytics.

We are more than willing to assist you with the uninstallation process or to explore how we can adjust your settings to better meet your needs and restore your ad traffic performance. Our team is committed to your satisfaction and success, and we invite you to reach out directly so we can provide personalized support.

Please contact us at support@pandectes.io, and let's work together to find a solution that ensures compliance while minimizing the impact on your ad traffic and revenue.

Dear Rachel,

We're truly sorry for the inconvenience. You reached out to us for support and our representative responded to you after a minute. He helped you for almost one hour by answering questions and setting up the app on your Shopify Plus store.

You started your conversation by mentioning that you will give a review at the end based on your experience with us. At the end of this chat and having almost everything set up, you were disappointed because you wanted to set up the app in a shorter time period.

I am really sorry for being disappointed with the so detailed support we gave you after all and for explaining to you any aspect of the app that you asked for.

We want to really thank you for your comments though because these help us become even better and be able to support more merchants in the future.

I wish you all the best with your store,

Nikos