Simprosys Google Shopping Feed

Hello,

Whenever you change the email of your Facebook account, it is bound to disconnect any Authentication have you made through the older email.

Change in the email simply needs you to reconnect again all the connections or permissions you have given to any third party app like ours.

I can see you are still using the app since then. So, there is no issue now.

Changing of Email Account on any major platform needs a special care. I hope you could do it properly.

Thanks
Amit

Hi,

1 - It is very unfortunate to say that we were charging more than agreed. Whenever any merchant approves the charge for any app, the Monthly Recurring charge is clearly communicated in the app and in the Shopify Page as well. It is not just for our app, it same for all the apps charing merchants through Shopify's Billing API. In our case, we don't have a usage-based charge on any of our applications. So, charging any merchant for more than what is agreed is not possible. Merchants can see the "Exact Amount" before they approve the charge.

2 - We did not block your access just because you had left a negative review of the app. Actually, we did not block it at all. Your store had more(3.5M+) products than the agreed limit on the approved charge. Also, anyhow, our system would have blocked "manual resyncing of all the products" as products on your store were more than 2M(see screenshot https://bit.ly/3f91wvj). Please keep in mind that, we block the "manual resyncing only", not the continuous syncing of already synced products.

We block resyncing for any store that 2M products and request them to get in touch with us. In fact, in your case, I had made it very clear to you that our system does not remain efficient for the stores having more than 500K(very safe limit) products. (See screenshot https://bit.ly/3f91wvj of you being informed on 24th Oct 2019).

3. Regarding Pathetic and childish behavior, I just tried to be clear to you that we can not support the merchant with these many products, but you wanted to have your way anyhow. In fact, I had tried to make it clear to you long ago and you had confirmed that you will try other solutions provided you cross the product limit.

Also, in the past you had around 4k products more than agreed limit with pricing, we did not force you to pay for those extra 4K products. (See attached screenshot - https://bit.ly/38nOtU1)

So, with the above-given clarifications, I would like to add that, we are not money-hungry people. What we tried to do was to make sure that our serviceability to other merchants doesn't get affected by the crashing of servers because such a large volume of products go in the manual re-syncing.

Other than that, the resyncing of 2M+ products' store would have taken at least 5 days because of Shopify's API call limits and Leakage possibilities. That would have proved to another major issue.

Regards,
Amit

Dear Merchant,

Thank you for your feedback. We would like to apologize for the inconvenience caused by the issue of your products being stuck in the Pending status for a long time. We understand your frustration and we apologize for any inconvenience caused.

We would like to explain to you the actual root cause of this issue so that you can trust us again and continue using our app. Our app uses the Content API method, which creates a job for submitting a large number of products in bulk to Google. However, while doing this for your store, Google detected a foreign character "�" in one of your products, which caused it to reject the entire product batch. This is why so many of your products were stuck under the Pending status.

We have already fixed this issue for your store and implemented changes to prevent it from happening again. Our team has already communicated this to you via email.

However, we noticed that you have left feedback about our app on the Shopify App Store, where you have requested "Please return all my money to me!".

We would like to request you to reconsider your decision and give us a second chance. We value your business and we want to meet your expectations. We can assure you that our app is reliable and efficient and that we are always ready to help you with any issues or questions you may have.

We also want to clarify that sometimes we may need 24-48 hours to fulfill your requirements, because we may need to make some custom changes to our app just for your store. This is not something that can be done instantly, and we hope that you can understand this. We always try our best to deliver our service as fast as possible, but we also want to ensure the quality and accuracy of our work.

If you have any questions or concerns, please feel free to contact us at support@simprosys.com. We are always happy to help.

Thanks,
Milan Vaghela
Product Lead - Simprosys InfoMedia

Hello Sanjay or Geeta,

You have been using our app Since January 2019. In this period, as per our records, you have tried to get in touch with use twice.

1 - Feb 7. We responded back within 3 mins of your message. But, then there was no further communication from you. No details of what kind of help is needed. See the screenshots on the URLs - http://bit.ly/30S3hGa and http://bit.ly/2W34XcB

2 - May 29. We responded to you within 60 mins of getting your message. That too at after 2 AM India time(We are from India). See the screenshot on the given URL - http://bit.ly/2W22uig

But, after that no response from you. Rather you choose to write a review requesting other merchants to refrain from using our app.

I suggest you to check your inbox before trying to ruin someone else's business.

Hi,

Yes, we acknowledge that there was a delay in the task you had requested us to do. But, let me be frank that, the request you had sent us was beyond the scope of our support, but we still agreed to do that.

I would request you to kindly reconsider your call on the app and review you have written.

Also, in the past, you have had installed our app 6 times. Based on this install history, I would presume, that you were not happy with other apps while trying them. That is why you have come back to us again and again.

We will be more than happy to support you once again whenever you plan to use our app again.

Thanks.
Amit

Dear Merchant,

Thank you for sharing your incident with us. We are sorry to hear that you have experienced a problem with your accounts. We value your feedback and we want to assure you that we (or our app) have not done anything to cause the disappearance of your accounts.

Please note that our app's primary job is to submit the product data feed from your Shopify store to your Google Merchant Center. We do not get access to any of your accounts automatically when you complete an integration process within the app. Account access must be granted manually by any Admin user.

Therefore, we believe that the disappearance of your accounts is not related to our app, but rather to some other factors that are beyond our control.

We would appreciate it if you could confirm when and how you lost access to your account. Did you notice any other unusual activity before or during that time? For example, did you install any other app or add any new team members to your accounts?

There are some possible reasons why you might have lost access to your accounts, such as using weak passwords or credentials for your account or adding another user to your account who might have removed you from your accounts.

We appreciate your understanding and cooperation. We value your trust and loyalty and we hope to continue serving you with our app.

We are again assuring you that there is nothing wrong done by us as Simprosys or our App.

We have already tried to get in touch with you via email but we haven't heard back from you. So kindly get in touch with us by replying to us at support@simprosys.com, so we can discuss the issue you are actually facing and help you suggest a possible solution for it.

Thanks,
Milan Vaghela
Product Lead - Simprosys InfoMedia

You had installed the app on 14th Oct. As per our app's trial policy, you must get 21 days of Free Trial. (See screenshot of log on this URL - http://bit.ly/2XijV0h)

We could have stopped our services and removed your products on the same day of the expiration of the trial or the next day.

But NO, we waited for 10 more days before we suspended our services to your business.

Also, it is not true that you were not informed about the suspension.

During the trial period, you were sent 3 reminders, 7 days, 3 days prior to the expiration and on the same day of expiration. (See screenshot of email log on this URL - http://bit.ly/2Ob1giY)

Out of these 3, as per our logs, you had opened 2 reminders.

For other merchants, this merchant is using our app on 3 of his stores and two already have charge activated. (See screenshot - http://bit.ly/2NNtm4N)