Joy Rewards & Loyalty Program

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.

A little frustrating that the app is still very much in development. I ran into a lot of bugs which took awhile to work around (still working on several, actually...but we've only been setting up the app for a short time now). Kinda half-baked from a coding/development perspective. That being said, the team behind this app are very responsive and helpful. If you have the time and patience to walk through everything, you can get a pretty good thing going.

Service is very pleasant.

Helpful and easy to use! Every other app is overpriced! They were very helpful and responsive. Thank you Jasmine!

Edit: Unfortunately, they no longer have a good free version of this app and are similar or more expensive than the other apps available.

I have recently installed the loyalty app yet find the app very limiting at the moment. Perhaps its because I have opted out for the free 14 trial first and after the onboarding things might improve. I am not impressed as it is user friendly but very limiting.
The service and help I got from Sunny one of the client help representatives was outstanding she helped me find my way around the limited resources of the app and if it were not for her I would have deleted it.
Thank you Sunny for your assistance.

Excellent customer service. Prakash was very helpful in helping me get started. I have only started using this app, so once I have had a chance to work out any issues, I will update my review with more detail.

It's meant to give the user 100 points on sign up and it doesn't do this. Chatted with helpful customer service and apparently the visitor can redeem the points on checkout...but on their account it shows 0 points, so they don't know they have to check out! It just looks like it doesn't work. Have had to uninstall on this basis, but otherwise was quite pleased, good opportunity to rebrand and online chat function was good too.

i just install the app so i am looking and check so as per servcice it is good. and for the price it is also looking good

Very happy to cooperate with me and you provided me with everything I needed to solve my problems. Thank you my friend