Joy 奖励与忠诚计划

Update 2/12/25:

Thank you very much for sharing an update and for acknowledging the work our team has been doing over the past two weeks. We're glad to hear that the majority of the issues have now been resolved and that your programme has successfully launched.

Our team will continue to keep a close eye on your setup to ensure everything runs steadily. If anything comes up or if you need further adjustments along the way, please feel free to reach out. We're always here to support you.
______________________________________________

Hi SHEER Team,

Thank you for taking the time to share this feedback. We're very sorry for the frustration you experienced and we understand how disappointing it is when the core features you rely on do not work as expected.

Our team has reviewed your case in detail and several issues have now been resolved, including the customer search function and the incorrect VIP member count caused by past orders not being synced. We have also provided a full launch checklist to ensure your loyalty program runs smoothly moving forward via your email.

We truly appreciate your patience while working with us on these fixes. If there is anything else that does not match your expectations or if you would like help optimizing your program settings, our team is always ready to assist.

Thank you again for giving us the opportunity to improve.

Best regards,
Joy Loyalty Team

Update Aug 4th:

Hi there,

Just a quick follow-up to let you know that, as promised, our team has updated the app settings and added a clearer option: “Online Store + Draft Orders”. This should help avoid any future confusion around which order types earn points.

Here’s a quick screenshot for reference: https://prnt.sc/NrKhMuL8GmYa

If you have a moment, we’d appreciate it if you could check it out. And of course, if you have any questions or need help reviewing your setup, feel free to reach out anytime; we’re always here to support you.

-----------------------
Hi there,

Thank you for your honest and detailed review. We’re truly sorry for the frustration caused.

We’d like to clarify that when the earning rule is set to “Online Store”, the app only applies points to orders placed directly through the storefront, and Draft Orders are excluded. To ensure points are awarded for both Online and Draft Orders (as well as POS, if applicable), the setting should be changed to “All” sales channels.

We understand that this was not clearly communicated, and we're actively working to improve this. Our team is updating the app settings to include a clearer option like “Online Store + Draft Orders” to help avoid any future confusion.

In the meantime, if you decide to give Joy another try, we’re more than happy to help you manually review and update points for any Draft Orders that were missed. Our support team can assist you in checking the order history, calculating missing points, and updating customer point balances to ensure your data remains accurate and consistent.

If you have any questions or need further support, please don’t hesitate to reach out, we’re here to help.

Best regards,
Joy Loyalty Team

Update 26/9:
Hola Issey-K Makeup,

Muchas gracias por tu paciencia y por habernos informado sobre el problema. Nos alegra saber que ahora ya puedes acceder a la aplicación sin inconvenientes.

Si vuelves a experimentar cualquier dificultad, por favor no dudes en contactarnos directamente desde el chat de soporte dentro de la app, estaremos encantados de ayudarte de inmediato.

Valoramos mucho tus comentarios, y si consideras que tu experiencia ha mejorado, nos encantaría que pudieras actualizar tu reseña.
___________________________________

Hola Issey-K Makeup,

Lamentamos mucho los inconvenientes que has experimentado. El problema de la pantalla en blanco normalmente ocurre cuando los permisos de la aplicación no se han actualizado correctamente. Nuestro equipo estaría encantado de ayudarte de inmediato a resolverlo.

Para solucionarlo, por favor prueba lo siguiente:
- Borra la caché de tu navegador.
- Recarga la página de la aplicación varias veces hasta que aparezca el mensaje de actualización (consulta esta captura: https://prnt.sc/HdopDd-s7-gH).
- Si es necesario, abre la aplicación desde Shopify Admin > Configuración > Aplicaciones y canales de venta (https://prnt.sc/Cm2pj4YUFkug). Una vez actualizada, la aplicación debería ser accesible.

Si el problema persiste después de estos pasos, te solicitamos amablemente acceso como colaborador para que nuestro equipo de desarrollo pueda investigarlo más a fondo. Si estás de acuerdo, por favor compártenos el código de 4 dígitos para que podamos enviar la solicitud de acceso.

También te hemos enviado un correo de seguimiento, esperamos que puedas revisarlo y responderlo cuando te sea conveniente.

Saludos cordiales,
Equipo de Soporte Joy

UPDATED on 6 Nov 2025

Hi, this is Thomas, co-founder of Joy Loyalty.

I wanted to reach out personally to share an update and a sincere apology. We’ve recently improved how VIP tiers can grant exclusive access to specific collections or products. Earlier, our team gave you incorrect guidance — that was our mistake, and I take full responsibility. Since then, we’ve retrained our staff and built a solution that better fits your use case.

Please watch my short message here: https://go.screenpal.com/watch/cTX127nFxBu

This message isn’t about selling or promoting anything. It’s simply about doing what’s right. Our brand stands for integrity, transparency, and continuous improvement, and I wanted to be upfront with you about that.

If we can continue working together after this, it would mean a lot. If not, I completely understand — but I hope you’ll see that we’ve acted with sincerity.

Best regards,
Thomas Nguyen
Co-founder, Joy Loyalty

---- Previous response ----

Hi Forbidden13 Team,

We are truly sorry for the confusion you experienced. There was a miscommunication from our support team regarding the plan requirements, and we sincerely apologize for the frustration this caused.

Your feedback is very important to us, and we are already reviewing this case internally to prevent it from happening again. We truly value your trust and hope you might reconsider, giving us a second chance to support you properly.

If you are open to it, please reach out via the in-app chat so we can carefully review your case and ensure you get the right setup without confusion.

Thank you again for bringing this to our attention.

Best regards,
Joy Support Team

Hi team,

Thank you for sharing your experience. We’re truly sorry for the inconvenience caused by the trigger flow issues you encountered. We completely understand how disruptive this can be for your business, and we sincerely apologize for the repeated interruptions.

Our technical team has already investigated the root causes behind these cases and put safeguards in place to prevent flows from stopping without notice. We’ve also improved our monitoring so that any potential issue can be detected and resolved much faster.

We take your feedback very seriously and have followed up with you directly to ensure your setup is stable moving forward. Please rest assured that we’re committed to providing a reliable experience and to regaining your trust.

Best regards,
Joy Support Team

Update 15/4:

Thank you for your response, and we’re glad to hear that the monthly order limit on the Free plan is now clear.

We truly appreciate your understanding and patience as we clarified the details. Your feedback has been invaluable in helping us ensure better communication moving forward.

Should you have any other questions or need further support in optimizing your loyalty program, please don’t hesitate to reach out. We’re always here to help and would be happy to assist you with anything you need.

Thank you again for your time and for being a part of the Joy Loyalty community.
__________________

Dear Blue Aster LLC Store's Owner.

Thank you for taking the time to share your feedback. We sincerely apologize for the confusion regarding the Free plan’s order limit. To clarify, the Free plan includes 150 orders per month exactly as our information stated on the pricing structure, not lifetime. We understand that our previous explanation may have caused misunderstanding, and we deeply regret any frustration or inconvenience this has caused you.

We always strive to provide clear and accurate information, and we appreciate you bringing this to our attention. Your feedback is invaluable in helping us improve both our communication and the overall experience for all merchants.

We understand how frustrating it must be to reconsider your loyalty program due to this issue, and we would love the opportunity to assist you in any way possible. If you’re open to it, please feel free to reach out to our support team—we’d be happy to work with you to find a solution that best fits your needs.

Again, we apologize for any miscommunication and truly appreciate your time and feedback. We value all our merchants and will continue working to improve both our app and our support.

Best regards,
Joy Support Team

Hello there,

We hope you are doing well. We would like to communicate about the issues you have recently had accessing our Joy Loyalty app.

We're glad to hear that you are now able to access the app. Your patience and understanding in the process of solving problems are greatly appreciated. We're curious if the provided solution will help you access the app. 😊

In the future, if you still need to set up the Joy Loyalty app or have any other questions or concerns, rest assured that our support team is here to help. Our entire staff is dedicated to guiding you every step of the way to ensure you have a smooth experience when using our app.

Thank you again for your patience and understanding. Looking forward to hearing from you.

Sincerely
Joy Support Team

Hello there,

First of all, we sincerely apologize for the delay in updating you regarding your refund request. Unfortunately, the customer service representative who received your initial request forgot to forward it to our billing team, which caused the delay. After reviewing your request, we have confirmed that you are eligible for a refund, and it will be approved.

We want to assure you that we strictly adhere to our refund policy and deeply regret the delay caused by this unforeseen issue.

Since the bill has not yet been paid, you have two options:

1. Pay the outstanding bill, and our team will process a full refund.
2. Alternatively, we can add a credit to offset the amount of the outstanding bill.

Please let us know which option you prefer, and we will proceed accordingly.

Regarding your concerns about the app:

- Comparison to Smile.io: We understand that our app may seem similar to Smile.io, as many loyalty apps share core functionalities and goals. We are dedicated to continuously refining our app to provide a distinctive and enhanced user experience.

- Spelling Errors in Email Templates: We apologize for any grammatical errors in our email templates. Our templates are intended to be editable, so if you encountered issues while editing them, please provide specifics so we can address them promptly.

- Setup Time: We recognize that setting up the app can be time-consuming. We are working on streamlining this process to improve efficiency and ease of use.

- Feature Promises: We understand there may be concerns about promised features. If you could specify which features you feel have not been released as expected, we would be better equipped to provide you with an updated timeframe for their rollout.

We appreciate your feedback, and any additional details about the issues you faced will help us enhance our app further.

Thank you for your patience and understanding. We look forward to hearing from you soon!

Best regards,
Joy Support Team

Dear Balm Valley Co's Store Owner,

Thank you for your feedback. We apologize for the issues you've encountered and appreciate your insights, which help us improve our services.

Documentation: We acknowledge that our documentation needs improvement. We are currently reviewing our guides and adding FAQs to address common questions, including those you've raised. We will update you on our progress.

Support: We apologize for the lack of detailed explanations and the inconvenience it has caused. We are enhancing our training programs to ensure our support team can provide more comprehensive and detailed assistance in the future. Our goal is to improve your experience and ensure that you receive the help you need promptly.

We understand you might still have questions about the tier system or Pro features. To better assist you, please feel free to reach out via live chat at your convenience.

Additionally, we've sent you a follow-up email, we look forward to your response.

Thank you for your patience and understanding. We are committed to improving your experience with our program.

Best regards,
Joy Support Team