Order Legend Order Boost

Hello,

Thank you for your feedback, and I’m sorry to hear about the difficulties you're experiencing.

As communicated in our response to your support ticket, we discovered that the Google Merchant Center associated with your account has been suspended due to Google's "misrepresentation" policy that you can learn more about here: https://support.google.com/merchants/answer/6150127?hl=en

This suspension is why you're not seeing the expected performance from our app, as it prevents us from funding and running campaigns to generate traffic and orders for your store.

Unfortunately, this type of Google suspension affects around 1 in 5 stores. We’ve sent you a detailed email with steps and resources to help you resolve this issue.

This includes a blog post here: https://www.orderlegend.com/blog/how-to-fix-a-google-merchant-centre-account-suspension-for-misrepresentation-2023

and a PDF checklist here: https://uploads-ssl.webflow.com/64187b4a7402ebb5775bcedb/643ebff5c228b4a54667e971_Google%20Merchant%20Centre%20Suspension%20Checklist%20-%20By%20Order%20Legend.pdf

As mentioned, we've submitted a review request to Google on your behalf.

Please keep in mind that while we can guide you through this process, the decision to lift the suspension is ultimately made by Google. We appreciate your understanding and are here to help you get back on track as quickly as possible.

If there’s anything else we can do to assist you further, please don’t hesitate to reach out.

Best Regards,
Adam

Thank you for taking the time to leave a review and share your experience with our app. We are genuinely sorry to hear that your experience did not meet your expectations and we appreciate your patience during a time of transition within our team.

When you installed our app on October 7th, 2022, we did our utmost to deliver value for your store. We promoted your products from November until the uninstall date in February, generating over a million impressions, 10,000+ clicks, and over 275 orders during this period. We're glad to see that our app was able to contribute to your business in this way.

However, we understand that you faced difficulties with another store you own, where our app, unfortunately, didn't perform as expected. We must clarify that while we strive for success in every case, there are numerous external factors such as search demand and onsite conversion rates that are outside of our control. Despite this, we take on the ad spend risk for every store to give each merchant the best chance of success possible.

During the time period you mentioned, our team was going through some organizational changes that unfortunately impacted our customer service and support. We sincerely apologize if you felt neglected or unappreciated during this transition. We value every single one of our customers and are constantly working to improve our communication and service.

We also made some necessary improvements to our billing system during this period, which may have added to the disruption. We recognize how crucial consistent and helpful support is for our users and we're committed to learning from this experience to improve our services.

We deeply regret that your experience with us fell short of your expectations.

Thank you again for your feedback. It helps us understand where we need to improve, and we assure you we are working hard to provide a better experience for all our users in the future.

Best Regards,
Adam & The Order Legend Team

Hi there,

Order Legend Ltd is an entity we spun out of our parent company Redbrain Ltd. If you are reviewing our company books at this stage there will be very limited data as the majority of our financial reporting has been through Redbrain historically. This does not reflect how much we invest into our ads. Redbrain generated over £1 Billion order value for merchants in 2022 with the same model our app uses.

The exact amount we invest will vary from store to store, depending on how successful our campaigns are, the commission rate and budget cap you set. We put each store through a learning mode where we try different bidding strategies over a period of time to work out if we can drive impressions, clicks and orders under our model whilst running profitably for both parties.

I've just looked into your store and can see our campaigns generated limited impressions, clicks and zero orders over a couple of months. In your case, our campaigns lost us money and we did not pass any of these losses on to you. We take calculated risks and it didn't work for your store and you didn't pay anything for trying.

We can't guarantee that our app will work for every store and we make this clear on our website and throughout the app. Many factors outside of our control can affect the performance of our app including the products you sell, search volume, demand, competition, your website conversion rate and average order value. We can guarantee that we'll only ever charge if we generate your store orders.

Thanks,
Adam

In response to your updated comment:

Redbrain and Order Legend are owned by the same parent company (Redbrain Holdings Ltd). Feel free to check the corporate address and company officers on companies house:

https://find-and-update.company-information.service.gov.uk/company/10434678

https://find-and-update.company-information.service.gov.uk/company/11045775

https://find-and-update.company-information.service.gov.uk/company/13282279

You can also connect with me on Linkedin if you like:
https://www.linkedin.com/in/adamsturrock/

For transparency and accuracy, we generated 492 impressions and 7 clicks. Your store was still in learning mode when you decided to uninstall. During learning mode our system cycles through different bidding strategies and methods and raises bid amounts over time with the aim of generating orders.

When our system works it's fantastic and when it doesn't work we lose money. I'm sorry that it did not work for you.

Kind Regards,
Adam

Thank you for taking the time to provide us with your feedback. We deeply regret to hear about your dissatisfaction and the issues you experienced with our app.

When you used our app for this store, we did our best to deliver value. We were able to generate 17 orders for your store, but unfortunately, due to various external factors beyond our control such as search demand and onsite conversion rates, we couldn't sustain the performance to a profitable level. In these scenarios, we bear the ad spend risk, which, in this case, led to a loss on our side.

We're truly sorry to hear about the technical issues you encountered and the frustration with the double charges. We had some necessary improvements to our billing system during this period which might have caused some disruptions. Your concerns are of utmost importance to us and we assure you that we're addressing them.

We also understand the impact of the departure of your account manager, who you mention was fantastic. Our team went through some changes during that period, which unfortunately affected our level of service. We apologize for any inconvenience this may have caused and want to assure you that we are dedicated to maintaining a high level of customer service.

Your feedback is invaluable and we take it very seriously. Our mission is to help our merchants succeed and we regret that we fell short in your case. We understand how important a customer-oriented approach is and we're committed to making improvements in this area.

Once again, we apologize for any disappointment caused and thank you again for your feedback. We're committed to learning from these experiences and continuously working to improve our app and our service.

Best Regards,
Adam & The Order Legend Team