OrderLegend Google 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 sharing your feedback. We take all reviews seriously and strive to provide the best service possible.

Could you please confirm if this review was meant for Order Legend, or possibly for another app that assists with handling disputes?

It seems there may have been some confusion regarding our services. Order Legend specializes in running Google Shopping ads under the Google Comparison Shopping Service (CSS) program. We do not handle disputes with merchants or end customers, nor do we interact with Klarna or PayPal accounts.

We don't have any record of the help requests you mentioned. We only have threads relating to increasing the commission rate for your stores so we can help you drive more order volume. If your concerns are indeed related to our app, we would be more than happy to assist you. Please reach out to us directly at help@orderlegend.com so we can address any issues promptly.

Kind Regards,
Adam

Thanks so much for your review - we think our model is a game-changer too. Looking forward to seeing how many orders we can generate for you!

Thanks so much for your review! 🙌 - Adam

Hi PixelFusion Labs,

The budget you set is not ad spend. we use Shopify usage-based billing to process commission charges. Commissions will only be processed on orders our app has generated.

Shopify enforces that a maximum monthly billing cap is set when using usage-based billing. This is not the amount you will pay each month unless we generate enough order value to hit the cap (based on a 12% commission rate calculation on the value of orders our app has generated).​

For example, you could set the cap to the default $600, and the following scenarios could happen:

​1. We generate 0 orders, we charge $0
2. We generate $5,000 of order value, we charge $600
3. We generate somewhere between $0 and $5000 of order value and charge 12% of the generated order value.

​As you can see, our app usage-based billing is essentially pay-as-you-go, where you only pay if our app generates orders up to the monthly cap you set. There are no additional fees.

There are 2 ways merchants view the cap:

1. A merchant wants us to help them sell as much as possible, so we recommend setting the cap really high, like for example: $99,999. Realistically it would be almost impossible to hit this cap.
2. They want to manage cash flow, customer experience, or inventory and use the cap to meter our apps performance.

The amount you set does not directly influence ad spend, the cap only comes into play when we hit the cap and we can no longer earn commissions. At this point our ads will have to be paused until the monthly billing cycle resets back to $0.

You can also change the usage-based billing commission budget cap at any point up or down as desired from within the app.

Thanks,
Adam

Thrilled to hear you made your first sale with our app! Thanks for the awesome review!

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

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