Joy Rewards & Loyalty Program

Joy Rewards & Loyalty Program

評價 (1,855)

整體評分
4.9
各級評分數量
  • 95% 的評分為 5 顆星
  • 3% 的評分為 4 顆星
  • 0% 的評分為 3 顆星
  • 0% 的評分為 2 顆星
  • 1% 的評分為 1 顆星
2024年11月20日

Hello Team,

I am writing to urgently address an issue regarding our subscription. We have been using this plugin since June, but after that, we did not utilize any of the features of the app. Unfortunately, we overlooked canceling the subscription, resulting in a charge. Could someone please assist in processing a refund for this?

Looking forward to hearing your response on this.

Robocraze
印度
使用應用程式 1年多
Joy Loyalty (by Avada) 已回覆 2024年11月21日

Hi there,

This is Liz from Joy Support Team. Thank you for reaching out and sharing your concerns regarding Joy app's billing. I’d like to provide further clarification regarding the billing and status of the app.

1. Free vs. Paid Plans:
Our app offers both Free and Paid plans (Pro, Advanced, and Enterprise). Your account was on the Pro plan ($29 monthly), which includes advanced features. While deactivating the app may limit its functionality, it does not automatically revert to the Free plan or stop charges.

2. App Billing and Deactivation vs. Uninstallation:

While the app may have been deactivated on your store, it was not uninstalled and the charge was not canceled. Shopify’s billing system considers an app to be in use as long as it remains installed on the store, regardless of whether its features are actively used or deactivated. To stop subscription charges, the app must be uninstalled from your store.

Here is a document on the app's charges for your reference: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps

3. Clarification on Deactivation:
Deactivating the app disables its functionality on your storefront or admin but does not sever its connection to your Shopify store. This preserves your data and configurations for future use and keeps the app available for reactivation.

4. No Transactions Recorded:

We’ve reviewed the app’s activity on your store and confirmed that there were no transactions during the specified period since this May 2024. However, as you were still on the Pro plan and the app was installed, subscription charges were generated by Shopify.

I hope my explanation clarifies any confusion. And I've sent a follow-up email to your email address.

Hope to hear from you soon!

Best regards,
Liz
Joy Support Team

編輯時間:2024年7月28日

Poor customer service. They state they have a 30-day money back guarantee; however, they will refuse or make excuses as to why they can't process the refund (even though it's been within the time frame AND you've uninstalled the app). It appears this app was made to mimic SmileIO, but has a lot of bugs and needs a lot more work to get to their potential. Time consuming to set up and the worst part is the emails are unable to be edited and they have incorrect grammar within their template. Lots of promises to roll out new features, but reading prior reviews that is also smoke and mirrors.

*update - still waiting for refund a week later

Southwest Treasures
美國
使用應用程式 大約1個月
Joy Loyalty (by Avada) 已回覆 2024年7月21日

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

2024年7月25日

Unfortunately, Joy doesn't sync with Klaviyo. I've been trying for days, and since the company is located in Vietnam, their business hours don't align with ours, making it difficult to resolve the issue.

Techs haven't been available. Such a bummer.

Salute Imports
美國
使用應用程式 8天
Joy Loyalty (by Avada) 已回覆 2024年7月26日

Dear Salute Imports' Store Owner,

We sincerely apologize for the inconvenience caused by the time zone difference and any difficulties it may have created. We understand that this should not be an excuse and are working diligently to improve our staffing to ensure timely support for all our customers, regardless of their location.

We're happy to inform you that the problem with Klaviyo integration has been resolved. Could you please confirm if everything is now functioning correctly on your end?

Thank you for your feedback and for giving us the opportunity to improve.

Hope to hear from you soon!

Best regards,
Joy Support Team

2024年4月26日

The developer makes it seem like they plan to add new features, but they rarely add anything real. We have been using this for almost 2 years, and they have had the "Coming Soon" flag on a "Points Expiration" notification that whole time.

The ability of this app is minimal in the function of a rewards program and will keep your ideas just as small. For instance, even though they have a referral program, you cannot offer points for it only straight discounts.

If all you want is points when they buy, and the ability to offer discounts against those points, this handles that. Give out some points on a persons birthday too woohoo.

HoseWarehouse
美國
使用應用程式 1年多
2024年2月28日

Initially, we loved this app. My customers were thrilled to have access to collecting points and redeeming them with coupons. After only a short period of time, my app stopped working completely. Customers no longer were collecting points and we could not target the cause. I contacted customer support via email- because there is no quick and easy access to support- and began the process to try to correct the issue. I start the process of correction and then am ghosted by all members. In which I then have to begin the process all over. I am paying for this service and unable to use it. My screen is completely blank so I cannot even cancel my subscription. I am extremely frustrated with this company and will never recommend. Over a month of trying to resolve and/or cancel this issue and no one has offered to complete the task of helping me, or even cancelling the subscription.
Do not get this app. They’re junk.

Good Grief Refillery
美國
使用應用程式 6個月
編輯時間:2024年4月3日

Disappointing. The CS was very helpful at the very beginning. However, due to their unknown technical problem, over 6000 customers accounts were duplicated. New accounts were generated automatically every 2 second and their team was unable to make it stop. After 17 days, the problem is remained unsolved. We've been waiting for their replies day by day and they won't contact you unless you contact them. And when they said the duplicated accounts were deleted, actually that's not true as over 6000 duplicated accounts were still there. Their CS didn't even check before they write to their clients. Truly not recommended. If I haven't launched the programme earlier, I would surely delete the app.

Jolie Femme Fashion Store
香港特別行政區
使用應用程式 17天
2024年3月18日

I have encountered a problem that has caused the backend of this plugin to fail to open.

Received an error response (430 undefined) from Shopify:
If you report this error, please include this id: 98a7f5dd-29be-4c3b-b41f-de918e8005b6-1710748391

Cehoir
美國
使用應用程式 17天
Joy Loyalty (by Avada) 已回覆 2024年7月22日

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

2024年12月10日

The app is wonderful as a basic means for managing a rewards and loyalty program. However there documentation is lacking and their support is horrible. I have yet to receive help with issues I have managing simple functions within it. So, if you download this app, be prepared to figure it out on your own - you'll get no help from their support team.

Balm Valley Co
美國
Joy Loyalty (by Avada) 已回覆 2024年12月11日

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

編輯時間:2024年11月6日

cannot open the app and find the technician for help.

Perfect Jewellery
香港特別行政區
使用應用程式 1年多
2023年2月8日

This app is garbage. I'm getting regular complaints from frustrated customers with inaccurate reward balances. Customer balances don't match the activity shown in their account. I'm definitely looking for a replacement at this point.

Tulsa Body Jewelry
美國
使用應用程式 5個月
Joy Loyalty (by Avada) 已回覆 2023年2月8日

Hi,
We would like to send you our deepest apologies for the issue you are having with the app!

Our dev core team is fixing the issue at our highest priority. We again greatly appreciate your understanding and patience with us and will keep you updated along the process. Please kindly check our email to receive our update.

Best regards,
Joy Loyalty team