MIDA: Heatmap, Replay & Record

Bonjour,

Je suis Jennie de l'équipe True Crafts. Au nom de toute l'équipe, je vous présente mes plus sincères excuses pour votre expérience avec l'application.

Après avoir vérifié votre conversation avec notre agent d'assistance, j'ai vu que notre équipe technique avait reçu votre demande et avait résolu le problème de compatibilité pour vous gratuitement dans les 24 heures. Nous avons également fait un suivi avec vous par la suite, mais nous n'avons pas eu de réponse depuis. Si vous avez un moment, pourriez-vous vérifier votre courrier électronique et nous faire savoir si nous pouvons faire autre chose pour vous aider ? Nous sommes tout ouïe.

Je vous ai également envoyé un e-mail séparé au cas où. J'attends avec impatience votre réponse via le chat en direct ou par e-mail support-sbc@bsscommerce.com.

Cordialement,

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Hi there,

I'm Jennie from the True Crafts team. On behalf of the whole team, I sincerely apologize for your experience with the app.

After checking your conversation with our support agent, I saw our tech team received your request and fixed the compatibility issue for you for free within 24 hours. We also followed up with you afterward, but we haven’t heard back since then. If you have a moment, could you check your email and let us know if there’s anything else we can do to assist you? We're all ears.

I’ve also sent you a separate email just in case. Looking forward to your response via live chat or email support-sbc@bsscommerce.com.

Warm regards,

Hi there,

This is Jennie from True Crafts team.

On behalf of the whole team, I am truly sorry to hear that you had this experience. We would like to take the opportunity to clarify the billing situation, and we emphasize that we do not charge any fee during the free trial period.

- It appears that you subscribed to the paid plan for the first time on November 27, 2024, at 12:32 AM (GMT+7).
- Our app offers a 7-day free trial, so your trial period ran from November 27 to December 4, 2024. If you had unsubscribed during this period, you would not have been charged any fees. However, if the plan is not canceled after the trial period, the monthly billing will automatically be applied.
- You canceled the app on December 9, 2024, at 8:14 PM (GMT+7), which was 5 days after the billing cycle began on December 5.
We believe that before subscribing, Shopify displayed a modal showing the start date of the billing cycle on the payment screen.

Given these facts, it is unfortunate that you left a 1-star review based on this misunderstanding. We believe the review does not accurately reflect the situation.

We have sent an email with further clarification on this matter. Looking forward to hearing from you soon again via support-sbc@bsscommerce.com or live chat so that we can get the situation resolved.

Warm regards,

So sorry for the inconvenience that you faced with our app.

Since you dropped us the review, we have made quite some improvements for the app. Hope that you would give us another chance and try out our app again. We will for sure assist you our best to bring you better experience on the app.

Thank you so much!

This is Jonas - Customer Support Lead from BSS Commerce. So sorry for the inconvenience that you were facing with our app.

After receiving your review, we have right away double-checked our end but haven't found any issues yet. May we please know what exact issues you have faced then? Or our app just doesn't provide the functionalities that you are looking for?

If possible, hopefully you can give us another opportunity to assist much further by installing our app one more time on your site.

Really looking forward to having a conversation with you regarding this.