Joy: Rewards & Loyalty Program

Very responsive support. A big thank you to Nolan and the technician Maison for their help!

The customer service is very soon and useful, and the free plan is very enough for the small business

20,000 old orders awarded 1.2 million points worth $37k; Joy Support ZERO!

After Joy updated their app, customers called in about dozens of emails awarding them points, for orders they had not placed. In total, the app awarded points to 19,866 archived, old or fulfilled orders, many pre-dating the app install. Customers had a total of 1,171,430 rewards points added to their account worth about $37,000 that they could cash in. The app sent thousands of emails to customers.

Joy said this was due to a Shopify error that affected some other app developers too, about Order Update API calls. We think the only apps to be impacted were poorly coded apps that didn’t verify API status updates. We do not believe that every reward app developer and other apps that rely on order status, and all their customers, had these issues. The Joy app should cross-reference any Order Status’s to check if orders are valid, that they are not old, archived, fulfilled. No verification occurred, the Joy app, either due to this Shopify issue or their update, which, we think, is more likely, just gave money away and corrupted the points balances of thousands of our customers.

The worst part, Joy offered ZERO support!! They offered no solutions and when we came up with a solution, they would not help us. To resolve the issue, all that we needed was a simple CSV download of all points activities. Simple for any basic web developer to provide. After about three weeks of numerous requests, we got nowhere. They offered NO help!!

The Joy app allows downloads of customer balances, and displays point activity. The app will not allow you to download points activity to resolve issues. We spent hours Cutting & Pasting off the app analytics screen because Avada Joy would not give us a download.

In conclusion, after dealing with many app developers, the support from these people is non-existent. They may help with small issues on how to use the app but could not offer any support for more in-depth issues. They communicate quickly, but never follow up with updates or manage any issues, basically just paying lip service, saying all the right words, but never actually supporting.

We have resolved the issue, without any support from Joy, despite numerous requests. We will be moving apps soon to a developer who offers technical support.

The risk with continuing to use the Joy app is that one-day, due to either poor coding resilience in their app; lack of activity and other data download options; very poor technical support; we would have to tell all our customers their points are gone, corrupted, and reset to zero. Either that or pay out $37,000 in incorrect points.

EDIT:
Update, Joy contacted us and apologised. As the app is good we have upgraded the rating. The issue was related to unarchived orders (auto-archiving interferes with our 3rd party systems). To make this app more robust, we suggested the ability to download point activities and scheduled customer balances backup. With those two items of data, the system can be restored if an issue occurs. We will revisit this review if the app and support improves.

I had a problem using the app, so I asked for help, and Lydia handled it very kindly
Thanks to you, I was able to handle things quickly
It'll be awkward to use for the first time, but Lydia will help you with the difficult ones, so don't worry

audrey was super helpful to get my issue resolved

Hana was absolutely amazing. Responsive and on top of it quickly. She helped with all the questions she could answer and quickly referred any dev issues to the dev team for expedition. Great app with a very responsive team.

Audrey was very helpful and very kind. From Is this a robot to a sincere human was nice. So far the app is amazing and cant wait to see what it brings in store.

Great service and response time. Has a page with with instructions for any issue you may have.

I have had a great experience so far with this app, and Tiana in customer service has been very helpful when I have had questions!

It's been easy to use, add tiers, points, and redemptions. Customer service has been great. I've dealt with Hana, and she responded to my questions with easy-to-follow instructions and direct answers. We are excited to use the app and hope our customers enjoy it as well.