AI: Upsell—Email—SMS Marketing

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

Thank you for sharing your concerns and my sincere apologies for the inconvenience it has caused.

Upon checking your account, since you’re on our Custom Plan, it would require canceling subscription in the app before uninstallation. Looks like when you uninstalled the app, you hadn't canceled the plan beforehand, therefore, the charge still occurred. We already canceled the subscription on your behalf and refunded the amount within 24 hours since we received the request and sent you 2 email updates on the process. I’m glad to know that you already received the refund.

Furthermore, after your feedback, we have made the Cancel plan button more visible in the app for our users to deliberately adjust their account’s subscription.

Should you need further assistance, please do not hesitate to contact us at support@one.store

Best,
ONE Team