Pandectes GDPR‑compliance

Thank you, RamenHeaven, for sharing your experience. We always strive to provide the best possible support and take all reports seriously.

We'd like to clarify that our integration with the Pixel API is designed to utilize the consent event as intended by the platform. Any custom implementations built on top of that are beyond our responsibility and can sometimes lead to unexpected behavior.

We did our best to assist you, including following up multiple times for specific information needed to reproduce the issue. Unfortunately, without that information, we were unable to proceed further. We remain available and committed to helping all our merchants and ensuring their needs are met in a professional manner.

We hope this clarifies the situation, and we're always here to support our users.

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

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

Hello,

Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you may have experienced.

Our app is designed to provide comprehensive features, including the ability to edit the content of the banner and change the language in which the content is loaded. We understand the importance of having a banner that aligns with your store's language preferences, and we're here to assist you in achieving that.

We noticed that you uninstalled the app shortly after installation without reaching out to our support team. We would be more than happy to guide you through the translation options and any other features you'd like to explore. If you're open to giving our app another try, please reinstall it, and our team will be readily available via chat to assist you in real-time.

Your satisfaction is our top priority, and we're committed to ensuring that you have a seamless experience with our app. We hope to have the opportunity to serve you better.

Warm regards,

Nikos T.
Co-founder
Pandectes