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Hi,

Thank you for sharing your feedback. I completely understand your frustration, and I’d like to clarify the situation for you and others who may be reading this.

You initially installed our app on May 14 2024, during a time when we only offered a free plan. Since then, we’ve updated our pricing structure to introduce more advanced features under a paid plan, but I want to highlight that you were never charged for the features you had access to on the free plan.

After uninstalling and reinstalling the app within a couple of hours, Shopify’s policy automatically applied the new pricing plan upon reinstallation. This change wasn’t something we directly enforced – it’s part of Shopify’s system for updated app subscriptions.

When you reached out to us, our team member Lily explained the situation in detail. I also personally offered you a special plan to acknowledge your loyalty as an early user, but I understand you didn’t feel this was the right fit.

We truly value you as a customer and would love to find a resolution that works for you. I’d really appreciate it if you could reconsider my offer by replying to the email. Our goal is to continue supporting you and ensure you get the most value from the app.

Thank you again for your time and understanding. Please feel free to reach out if you’d like to discuss this further.

Best regards,
Chloé Nguyen
Customer Success Manager @NestScale