AI: Upsell—Email—SMS Marketing

Hi My Mystery Shirt Team,

Thank you for taking the time to share your feedback, and we’re truly sorry for the frustration this situation caused.

We’d like to clarify a few points for transparency.

When accounts on legacy free plans exceed usage thresholds, an in-app notification was displayed to inform users that an upgrade will be required. For accounts that exceeded the plan limit but haven't upgraded, we intentionally ensured that active campaigns continued running until the next login, rather than cutting them off immediately from the point at which the usage threshold was exceeded.

We understand that the notice may be easy to miss, and the upgrade alert on your recent login would have felt unexpected, and we completely get why that would be frustrating. However, we hope you also understand that it's not an abnormal practice for an account to be requested to upgrade when it has exceeding the free plan usage.

We also want to acknowledge that your account has been with us for over 3 years on the free plan and that your campaigns have performed well. We truly appreciate your trust during this time.

That said, we’d be happy to explore possible options and offers with you if you would like to continue using the app. Please reach out to us directly at support@one.store, and we’ll assist further.

Warm regards,
The ONE Team

Dear Merchant,

We have given users notice pricing change to come February 1st and a discount to legacy users. Please let our support team on Live Chat or support@one.store if you are seeing anything different so we can identify any bugs in the notifications.

Regards,
Ann

Thanks for sharing your feedback with us.

It saddens our team to receive the review with false information. Allow me to go through all of your concerns point by point.

1. First of all, you subscribed to our paid plan in February 2024 and the charge went through Shopify monthly invoice. Please note that in order for the charge to be activated and added to your Shopify bill, there must be a manual approval on your Shopify admin which no one has access to except your team. If you don't recall approving the charge, kindly check with your team member again.

Here is how the approval page looks for your reference: https://learn.one.store/8x69tBcb

Please keep in mind that when you subscribe to any paid subscription for app charge through Shopify invoice, you will need to go through the same approval process, not just our app.

Hence, it's untrue that you subscribed to the Free plan and got charged unknowingly when it's clear that the charge has been approved.

2. Secondly, you uninstalled the app on April 13 2025, and your latest subscription cycle started on April 9 2025. App charge on Shopify is a pre-paid subscription and at the time you uninstalled, the charge for the cycle had already started and was added to the invoice by Shopify.

Unfortunately, this is how Shopify adds app charge to a user's invoice and we do not have control over this matter. Again, it's applied to all apps that charge through Shopify. If the app was uninstalled before the cycle started, for sure, you wouldn't receive the charge.

Therefore, it's also untrue that we charged you even after you uninstalled.

3. Lastly, our customer service team doesn't operate on weekends. Hence, when you sent in the enquiry over the weekend, there was a delay in responding to the message by a few hours. Still, when we tried sending an explanation email and multiple follow-ups, there was no reply to us. Would you mind checking your mailbox again and replying to our message please?

Or let us know which email/channel is the most convenient for you so that we can send you another follow-up.

If you have any further questions the app or subscription, kindly contact us at support@one.store and we'd love to work with you to get them all cleared.

Best Regards,
ONE team