iCart Cart Drawer Cart Upsell

Hey there,

➾ We sincerely apologize for any confusion or inconvenience you’ve experienced. Upon reviewing your store and our email conversations, we noticed that you had requested a refund.

➾ To clarify, our free plan is available exclusively for Shopify Partner and Development stores, as stated in our app's billing details on the Shopify App Store. Since your store is not registered under a Shopify Partner or Development account, standard billing was applied. We understand that this may have been misunderstood, and we truly regret any frustration this may have caused.

➾ For your reference, here’s a screenshot detailing our pricing structure:
https://prnt.sc/ihfrQz6FrN2i

➾ We’d also appreciate it if you could reconsider your review based on this clarification.

Greetings from iDentixweb!

1. We incurred a loss of 30K USD. We discovered this after customer complaints: the cart drawer is not responsive and so small and does not work on some devices.
➝ There is no data we received for this and you also haven't mentioned while doing chat with us. We believe, our app helped you to increase your AOV.

2. There are no cart drawer design templates, and the CSS is insufficient.
➝ We have more than 2k active customers who are using our app without any issues with this design. Also, have some who designed the cart to match their branding via CSS code based on their knowledge. We help those businesses in the CSS to match branding if they have insufficient knowledge in CSS.

3. The UI/UX is not user-friendly.
➝ You haven't mentioned this point in the chat you had with us and now you're writing it here as your review. That's strange! ☹️

4. The company does not have enough employees, and only junior developers are available.
➝ We are running the company with sufficient employees. You said this without knowing the numbers. 😅
How could you say that we have only junior developers? We do not give direct contact to our app developers because they are occupied in the company work and you have always been asking for the developer when you contacted us.

5. No one speaks English; translation into Hindi is required.
➝ We have served thousands of our app customers in the English language and all are happy with the support provided to them. You can read them in the app reviews as well. Nobody has mentioned they have any trouble in the conversation with our support team except you.

6. It is not compatible with other applications. Custom JS needs to be added for "add to cart" triggers, which is not the case with other applications.
➝ Every app has a different flow and code instruction for their app. If you find any issues, you might contact our support team for further investigation and solutions. I can see past reports where our team has always been able to provide integration support and has done a couple of integrations too with other third-party apps.
Here is the link to the page where our integrations are mentioned:
https://www.identixweb.com/helpdesk/integration-icart/

7. It does not automatically fetch custom attributes or options, whereas other applications do.
➝ As per looking at your conversation with our team, you never mentioned this. You have always been asking for the feature that our app doesn't provide or beyond the app features. I can also clearly see that our team helped you achieve some features with extra effort and time through the customization.

Hello there,

➝ We sincerely apologize for any inconvenience caused by our app, and we extend our heartfelt apologies for the same.

➝ We have conducted an investigation with our support department regarding your store to determine whether you have informed us about the issue you faced. However, according to our records, we have not received any emails or other concerns from your side.

➝ We kindly request you to send the details of the inconvenience you experienced to our support email (support@identixweb.com), so we can investigate the matter further and provide you with an update. If the issue can be resolved from our end, we will promptly address it and inform you.

Hello there, I am sorry 😔 to hear that you encountered many bugs with our app and that you feel that our support is not attentive to helping you solve them. I understand your frustration.
➝ We have mostly resolved the issues you reported timely and haven't taken longer time in the resolve. The pending thing is waiting for the third-party app integration with your Look Return app and we are ready for it from our side and have suggested the necessary steps to follow for the integration.
➝ We hope to complete the integration soon if their support team coordinates with us and you enjoy the full functionality of our app.

Hello, Noophoric! I am sorry 😞 to hear about this and I apologize 🙏🏻 for the inconvenience you had with the app. 😔
➝ Maybe you have missed our below guide where we suggested if any store uninstalls the app without disabling the app then they have to follow the steps suggested in the guide to remove code manually.
https://www.identixweb.com/helpdesk/icart/settings-icart/uninstall-instruction/
➝ We received your email for the same concern on April 28th, 2024 and our support team also replied to you on the same day with the possible solution steps, but our reply may have ended up in the SPAM folder.
➝ Our team is here to assist you promptly. Please reach out to us at support@identixweb.com so we can address all your concerns and ensure your satisfaction with our app.

Hello 👋🏻 Samantha, I hope you are doing well!
➝ I have checked the email inbox for our support account and found your 3 emails there. Guess what? Each email is replied to on the same day when received your email. Please refer to the below screenshots:
- https://prnt.sc/Z2KF134oEL_Q
- https://prnt.sc/A_Q0mRd9LoXQ
➝ Today, we received another email from you and it's also been replied to by our support team. Please check the below screenshot for your reference.
- https://prnt.sc/CIx21BltAFWD
➝ I request you to check your SPAM folder if the email isn't fallen into your inbox.

Hi Xiwen,

I hope you are well and safe!

Sorry for the trouble you had with our app and I apologize for that.

I have checked the email conversations you had with us for the problems you were facing with our app and had seen that the issues you reported were fixed from our end and in your next email you mentioned repeated issue one of we have resolved.

I request you to check from your end by using the incognito mode of the browser or clear the browser cache because sometimes you see the same issue which was fixed due to browser cache.

You have mentioned in the email that your cart page's checkout button isn't working so let me clear you that haven't worked in your any theme files and even didn't touched any of your theme files while working on the issue you reported because those were causing in the app so we have done all fixes from our app.

I admit that one file is including in your theme while the app is active/enabled and it's modifying under the theme.liquid and this doesn't cause any issue with your theme functionality.

Do let me know if you still have any questions or queries.

Hello there 👋🏻 👋🏻 I am sorry 🥺 🥺 🥺 to hear about this and I apologize for the inconvenience you had with the app. 😔 😔 😔 😔
➝ I am not able to replicate the issue on your store as I have experienced that you have uninstalled the app immediately after this review.
➝ So could you please reinstall the app and give us a chance to resolve the problem you're facing in the app?

Hey Skinny Golf!👋 Hope you are doing well.

We have updated our app with many new features and functionality. Now you can offer free shipping in particular countries only which you have selected.

To know about the new features please reach out to our support team at support@identixweb.com

Yours truly,
Binal Savani
Customer Success Team Lead