Tapita: SEO Optimizer & Speed

Hi ,

We appreciate your feedback and would like to take this opportunity to clarify some misunderstandings for you and other customers reading this review.

1. App Subscription & Features
The subscription fee you pay is for the app license, which provides access to SEO tools to optimize your website. Once subscribed, you can use all features included in your selected plan. A detailed breakdown of the benefits is available in the pricing tab of our app.

For your package, we did help you fix all Technical SEO errors on your website, that was in 2024 November. So saying we did nothing and asked for more money to perform what you should receive is not reflecting the truth

2. How the App Works
Our app serves as a tool to help with SEO, but achieving results requires active usage. Similar to purchasing a calculator—you still need to solve math problems yourself. Likewise, to improve your SEO, you need to utilize the app for keyword research, writing meta descriptions, and optimizing content. Simply having the tool does not automatically enhance rankings.

3. Additional Services vs. Subscription
We have never asked for additional payment beyond your subscription. In November, after you asked for the quotation, our sales team offered an optional premium SEO service, which includes market research and content writing, doing backlinks and more other manual tasks with commitment in higher ranking and higher traffic.
This was a one-time offer—not multiple requests as stated. We have not sent any further payment requests since.

4. Performance Improvements
Our review of your website shows that its performance has improved since using our app, particularly after our developer fixed SEO errors on November 25, 2024 with no additional charge, included in your package benefit. The claim that no improvements were made does not reflect the actual results.

5. Support & SEO Recommendations
We provide support to all users, including those on free plans. During our review of your website, we observed issues such as low-quality stock images and inconsistent fonts, which can impact professionalism and SEO performance. Our goal was to suggest improvements to help you attract more traffic. However, SEO is a gradual process that requires consistent effort—immediate results are not realistic. Our app is a tool, and using it effectively is essential for success.

6. Response Time
For transparency, our team is based in Vietnam, and our chat support aims to resolve issues immediately whenever possible. However, if a deeper investigation is required by our tech or SEO team, we respond within 24–48 hours.

Additionally, in our chat conversation, you mentioned that you would leave a negative review or report us to Shopify, and mention if we can provide a full refund for the time you used our app.

We are confident that we have not violated any Shopify rules, and if necessary, we are willing to open a ticket with Shopify to clarify this matter.

Thank you for your time.

Hi Nicole,

I just wanted to say that we are extremely sorry for not being able to make you happy with our service. But here is some explanation again. Since I won't be able to send the screenshot of our exchange emails for proofs I hope this is enough for whoever read this.

1. Since you expressed your feeling of unhappiness with the service we have offered: 2 months of additional service for completely no additional charge and 1 month of blog writings (you then accepted the offer). We also offer you a dedicated chat channel with dedicated agents to solve any claimed failed communication, but you refused this service.

2. You did not mention that you requested us to re-do the whole website with a completely different domain and branding. This was completely different from the original website that we have been working for the past 3 months. We can not continue with the service due to this reason

3. The organic traffic results for the previous months have consistently met or exceeded the Target KPIs (all monthly reports were also included, and I can not attach this as this was prepared specifiaclly for you). The need for new KPIs is due to the domain change, which naturally impacts organic traffic and requires us to rebuild our SEO strategies. The previous SEO tactics were tailored to the old domain (vegan-cosmic-universe.com), and we now need to refocus efforts to transfer these results to the new domain.

4. During our initial review of the website, we see that the existing blogs on the website were not enough to support the traffic growth, hence suggesting creating new blogs content. As we focus more on pushing new traffic into the website, we see that existing blogs do not currently require updates. This approach ensures that we can attract new audiences and optimize for relevant search terms, ultimately benefiting the overall website performance.

Additionally, as mentioned in previous email exchanges, I have attached images documenting our discussions. The team has ensured that updates were sent regarding the latest URLs created, as well as the updates to both old and new blogs on the new URLs. You did approve the changes, but I believe you may have missed out on a lot of our messages. I believe this might be a misunderstanding in communication between both parties.

5. Our pure intentions were still to pursue the project and try our best. However, we do believe that this can no longer be the case since there was a clear misunderstanding between the 2 parties, and we find it very hard to compromise as much as we try to explain. Further collaboration can lead to further conflict, which will be very time-consuming for both parties.

Once again, I thank you so much for using our service and we do try our very best for any project, and I am extremely sorry that we have to part way.

Regards,
Keenan

Hi there,

Thank you for your feedback. We understand your concerns, and I’d like to provide some direct clarification about our app and its technical design.

You've mentioned you used other SEO app from 2018, those apps are using old approach to meta, that is to directly disable your backend meta and write their meta on top, This way after you disable those apps, your old meta is gone. I've send you the guide of that app in the email, we don't want to mention other app name in public, please kindly help check your email.

Our app Tapita was born in 2023, we followed different approach which is safer to customers, that we don't disable your meta, but integrate with it seamlessly. Our method follow this direction from Shopify.
https://shopify.dev/docs/apps/build/online-store/theme-app-extensions

Since you haven't tried our meta yet, when you inspect the live website, it won't show anything, It will only shows our meta on the live page after you use our meta feature.

To check for our meta, it will requires to check on the website code base and read+understand the Javascript function code, which our

To get a non-tech person well understand with reading Javascript code, especially the logic code will be challenging, we appreciate your feedback and will try to educate our non-tech team more to serve customer question better.

Best regards,
Tapita Team

Hi Srroo,

Thank you for taking the time to use our app and for sharing your feedback.

We noticed that you've been using another SEO app, and despite that, our analysis showed several SEO errors on your store.
We offered to fix these issues for you at no additional cost but received no reply from you.

We understand that you've left a negative review after we deny issue a refund, which was based on our refund policy and the fact that your request did not meet the qualifications for a refund.

To clarify the functionality of our app regarding SEO:

Our Meta template feature allows you to edit your meta tags, it will show in live page, without altering the backend meta data. This ensures the safety of your original meta data, and it's completely free to use—you do not need to pay for this feature. We've designed it this way because we've encountered numerous cases where customers' data was messed up after uninstalling other SEO apps. Our approach helps prevent this issue.

Regarding speed:

Our speed approach focus on Real user experience, rather than Just outdated Lab simulated speed, we care more about for Core Web Vitals and real user experience, which are critical factors for search ranking, bounce rates, and conversion rates.

You haven't yet engaged with our team on the specifics of Core Web Vitals, so we're unsure why you said our speed is terrible.

For other merchants reading this review, we have a clear refund policy in place. We always support refunds when there is an issue on our part or if the customer works with us to address any concerns in a fair manner.

Additionally, we offer a free version of our app so that you can try it for as long as needed before making any decisions.

Once again, thank you for your time and feedback.

Best regards,
Tapita team

Hi there,

Thank you for taking the time to share your review. We appreciate your feedback and would like to clarify a few points in case our previous communication was unclear:

Our app does not interfere with your website’s Largest Contentful Paint (LCP) score, nor does it cause any negative impact.

LCP is calculated based on the average performance over the last 28 days from real user data. This data includes everyone who visits your website, such as yourself during tests, Google bots, and other automated systems. The LCP score can fluctuate depending on the internet speed of your visitors, which can change even when no modifications are made to the website. These external factors, like users’ internet conditions, are beyond control.

Regarding the increase in your LCP score after installing our app, we'd like to explain:

The LCP score is an average of the most recent 28 days. On September 11, when you changed your website's theme, the score increased from yellow to red because the new theme performed worse in terms of speed compared to the previous one.
On September 19, when you installed our app, your LCP remained unchanged from that point forward.
On September 19, your LCP reflected only 8 out of 28 days with a red score. By September 30, this changed to 20 out of 30 days with a red LCP, which could give the impression that our app negatively affected your LCP. However, this is due to the larger portion of the 28-day period being affected by the new theme.
To improve your LCP, as we’ve mentioned previously, this requires manual intervention by a technical expert who can audit your website, identify issues, and implement solutions. No app or tool currently available can improve real user LCP with a single click. Alternatively, an easier solution would be to switch to a more performance-optimized theme, as many theme providers do not prioritize speed during development.

Thank you again for your time, and please let us know if you have any further questions.

Best regards,
Tapita team

Hello dear,

This is Katy from Tapita. We already sent an email to you once we received your question about speed dropping, but I would like to reply here again for future visitors who might read this review:

1. Does Tapita take care of your website speed?
=> Yes, we measure your speed every day, and if we notice a drop, the system will automatically send us a notice so that our Tech team can work on improving your speed. The standard wait time is 24 hours due to different time zones and the number of orders from other customers queued up. Proven by these screenshots, these are our records of your speed every day. It's always stable around 50 on mobile before the drop on April 25.
https://prnt.sc/0MgbWw6pMYIp

2. On Apr 24, we received notice from our system that your speed dropped from 5x to 2x. Since it was our nighttime, our Tech team didn't immediately check on it, but we planned to do so the next morning once we were back to work hours. In our chat with you, we stated that we would check, but you uninstalled our app right after, so we didn't have a chance to restore the speed to 5x for you or investigate further what the main reason was.

3. After uninstalling Tapita, did your speed really go from 2x to 4x?
I just checked today, April 26, and your speed is still 2x according to Google PageSpeed, as proven by these screenshots:
https://prnt.sc/SP9RloVCqU_B
https://prnt.sc/2CStZ4ZIuXZn

So Tapita didn't decrease your speed; after you uninstalled our app, the speed reverted back to what it was before Tapita's code, around 2x. Also, you said that the speed increased from 2x to 4x after uninstalling our app, but this is not true.
Note: Their dashboard showed my mobile speed at 64! Lol! => Please note that the dashboard shows the last scanned results, which is why it is suggested to rescan the speed occasionally to check it.

4. What affects your website speed? Does your speed drop every month?
We checked our records and noticed that your store changes theme every month. Each time you change the theme, the speed seems to decrease a little. It was not our app that decreased your speed every month.
Also, speed depends on a lot of factors such as theme, Shopify servers, Google PageSpeed servers, your other third-party apps and their servers, your content, your website layout, etc. Any change in one of those factors will affect your speed. So, when the speed drops, our tech team needs to carefully check if there are any new apps, if you changed the theme, if there are any apps changing their code or adding new HTTP requests to slow down, or if you added more heavy components to the store, etc.

The checking itself is not an easy task, and it takes time for our Tech team to handle.

Furthermore, a website is a changing object, and therefore, the speed changes accordingly. That's why it is suggested that website owners should regularly monitor the speed to detect any changes and address them.

Once again, thank you for using our service, and we hope this clears up any misunderstandings between us.

Best regards,
Katy

Hello,

Please find the clarification below regarding the recent issues:

1 ---> App Installation and Downgrade: You installed our app under the Paid plan on July 6 and downgraded on July 8. During this period, we found out that collection meta was missing. We advised adding meta to your collection pages to enhance your website's content and to control your sitelinks follow google best practices. However, you decided to downgrade to the Free plan on July 8 to avoid additional work. This was noted in the previous 1-star review.

2---> Your website performance metrics getting worse: You use our paid features only for 3 days, SEO is a long marathon, it will impact your results but it will need at least a month, and you never really clarify which metrics you're talking about, we improved your Speed and make your website more SEO friendly already.

If you're talking about traffic, it is impossible for our app to reduce our traffic after only 3 days of fixing Technical SEO errors, because Google by itself needs around 1 week at least to recrawl your data to read the change in SEO.

3 ---> Cancellation of Paid Plan: You downgraded our app from the Paid to the Free plan. When you switch from a Paid to a Free plan, access is limited to the Free features only. This is in accordance with our Terms and Conditions, which you agreed to upon purchasing our app, and this is standard app behaviors too, not only our app, other apps act the same way.

4 ---> Refund and Payment: Regarding your inquiry about Free/Paid features, although your case does not qualify for a refund, we offered two options: continue using the Paid app without needing to upgrade again, allowing you to use the Paid features for a full 30-day cycle, or receive a refund after you pay the bill. As of today, July 22, the bill remains unpaid, so we are unable to process the refund for an unpaid bill.

5 --->Customer Service Interaction: We reviewed the chat history and noted that Liam assisted you on both occasions. In the first chat, he provided complimentary Technical SEO support. In the second chat, he explained our charge policy and sought clarification on whether you preferred a refund or wished to continue using our paid features. We understand this might not have been the response you were hoping for.

Thank you for your time and understanding.

Best regards,

Hi there,
I am Max who assisted you yesterday.
I apologize for this inconvenience again.
Firstly, Totally, I understand your concerns. However, allow me to confirm again that we do not store any your store data and Google search console data.
As I explained, due to the Hook API was failed, we did not remove the token completely.
Our tool just help you to connect to GCS via API so we do not store any GSC data at our side.
As I committed with you. We solved this problem fully and it should not be happened.
I am still in the thread of supporting you, please tell me if you have any requests.
Max

Hi there,

This is Keenan and I am one of the founder.

We receive your 1-star review this morning and I want to send you this email to explain further about the points you raised in the review.

1. For the offers, those are additional services which are not included in pricing, these services are not implemented by our app, they are handled by our expert team which require manual works, these are extra steps too boost your performance in term of SEO, speed, traffic, ranking.

We do not force anyone to pay for these services, it's totally up to customer's choices, and we don't make money from you store with these services. Our pricing has clearly described what benefit each plan provides.

2. For the "bad performance page checking", according to the chat with Krystal yesterday, we had explained that our app has improved your whole store speed. Some pages have heavier content/logic so they have worse performance comparing to other pages.

To check them, user will need to check each pages individually by google page speed tools.

It's not possible for any tool to list out every single page performance because:

a,. Google doesn't allow any one to send 100 request at same time => Google server will block any app doing so.

b, If we send request one by one, you have 168 pages, each pages take 5 minutes => it will need 840 minutes to finish loading our dashboard if we're doing so, that is not possible and no one will develop their app that way.

Currently no app in the market can do that feature because it is technically just not possible.

Other than that, I'm seeing your speed has improved a lot with our app, we're also working on your Technical SEO errors to help you gain higher SEO score,:

Details can be found here: https://tinyurl.com/2buvxfmr

1 star review does not accurately reflect the quality of our company's products and services. This will not help other merchants have a more accurate view of Tapita's service quality

I hope you can reconsider talking with us.

Keenan

Hello,

If you're reading this review, here’s what happened:

This customer changed their theme, and someone in their team deleted the CSS file "https://unboxme.com/cdn/shop/t/181/assets/homepage-updates.css", missing CSS file caused the layout issues. This was not due to our app, because our app does not have the Permission to delete theme files.

The customer contacted us, start with threatening to leave a bad review and report our app unless we fix the issue.

After our Tech team inspecting their website, we found that the problem was due to the deleted CSS file, not our app. We advised the customer to check with their development team or theme provider to restore the file, because we simply did not have that file to give him.

After receive our solution, they added their file back, but still blamed us giving this review because we didn't added the file we didn't have for him.

And after leaving this review, this customer still installed our app again, try some features then delete our app. Which make us more doubtful whether this is our competitor or really a legit user.

And for who is reading this, if the problems is from our app, we will solve your you.
If you have any problems but not from our app, we're still happy with investigating and find a solution for you to follow.

Thank you Uboxme for your time using our app.

Best regards,
Tapita team