Sauce: Instagram, TikTok & UGC

Thank you so much for taking the time to provide such detailed feedback. It sounds like you’ve encountered a range of frustrations, and I’d like to address your concerns directly while offering solutions that we can assist with further via our help channels. We’d also be delighted for you to take up a 1:1 Zoom call that can help to walk you through any specific issues and ensure you’re getting the best out of Sauce.

It probably feels like we’ve let you down, and it's frustrating that things aren’t working the way you expected. You might even feel like we’re not listening or that we’re not taking your concerns seriously. If I were in your shoes, I’d probably feel exactly the same way. So, hoping you don't mind me taking a small step towards breaking this down and working through each point to make sure we can address everything and get you back on track.

1. Hero Video Selection:
Our 'Media Display Rules' allow you to filter selections by custom hashtags and sort by engagement, recency, or sales potential. You can also drag and drop videos in the by clicking on the 'Edit Positions' button. If this isn’t functioning as expected, please let us know so we can assist you.

2. Hero Product Videos:
These videos are linked to specific products and display on Product Display Pages when a tagged video exists. If a product doesn’t show a Hero Product Video, it may not have an associated video. We can help you set this up using Shopify 2.0 App Blocks or toggling the 'Sauce Hero Product Videos' 'App Embed' to 'On'.

3. Loop Clips and Thumbnails:
Loop clips are designed for continuous playback without thumbnails. If you have specific needs regarding thumbnails, we’d like to understand them better to explore potential updates.

4. Autoplay Issues:
On desktop, autoplay should function for all videos. On mobile, only one video plays at a time to optimise bandwidth and user experience. If desktop autoplay isn’t working correctly, we can investigate this further.

5. Story Media Order:
You can customise media sorting using the sort icon. If this feature isn’t working, please provide a screenshot so we can identify and resolve the issue.

6. Customisation Challenges:
We’d appreciate details on which customisation options aren’t meeting your expectations. Sharing this information will help us address your concerns effectively.

7. User Experience (UX):
Your feedback on UX is valuable. If there are specific pain points or functionality gaps, please share them with us. We’re committed to refining the interface to balance simplicity with robust features.

8. Content Across Widgets:
Our media library syndicates content across all surfaces to save time. However, Media Display Rules allow you to refine what appears where. For example, you can use hashtag filters to curate content for specific widgets or apply pre-set rules to only show User Generated Content for example. We’d be happy to show you how to make the most of this feature.

I also want to mention that we’ve reached out via our support channel on two separate occasions to set up a call but haven’t received a response back. Please perhaps, kindly consider responding to our messages so we can connect and assist you directly. We’re totally here to help you get the most out of Sauce and ensure it works seamlessly for your needs.

Thank you so much for your patience and for giving us the chance to learn and do better for you.