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

Hi Lusso Team,

It saddens our team that you have written such a blatantly misleading review. Allow me to go through all of your concerns point by point.

1. The app listing on the Shopify page indeed shows a $9 base price, but also mentions "upgrade as you grow". This is because a Shopify merchant is going to have very different usage needs based on their size. If a shop has 100 customers vs. 100,000 customers, their usage on our app is going to be very different and as such they will get charged different prices.

2. The way that pricing is advertised on the app page is actually very standard language, please look at the app listings for other apps if you don't believe us.

3. When signing up for our app, we make it very clear on our page what price you will be paying (in your case $29/month) and then on TOP of that, Shopify also has another page where they ask you to confirm the amount that you will be paying, AS WELL AS the dates that the payment is due.

It's confusing to our team how with such clear signage, and confirmations that you needed to provide, that you're still accusing our app of being a scam.

4. Our app has a 10 day free trial, which you received. You installed our app on August 24th, 2024 and the billing cycle did not start till September 4th, 2024. Again, very confusing why you're claiming you did not receive a free trial when you so clearly did.

5. Additionally, yes we do charge separately for SMS because it is an expensive feature to operate. If you look at other SMS apps, they will also charge based on the amount of messages that you're looking to send. We do not force these charges on you, and you only pay those charges if you decide to use the SMS feature and send out messages. If you do not want to use SMS, then you do not pay for it.

6. You had reached out to our support team to complain about not being able to find certain features on our app (which we understand that the learning curve of new platforms can be frustrating). But when our team responded to help you find and operate the features that you were looking for you had stopped responding. Our team prides itself on our support, but it only works if the merchant is actually receptive to our help.

7. Looking through the backend of our system, it looks like the email messages you sent from our system were sent successfully and received delivered callbacks from the inboxes they were going to. So again, very confused about why you're saying the test emails didn't work.

8. Looking through our support interactions, none of our team members said "if you don't like it you can uninstall it". I'm not sure if you're confusing us with another app, but our team did not say this or anything even close to what you're implying. Again, very confused about why you're saying this.

We're very disheartened to see that through all of this, you still decided to leave us a 1-star review instead of actually engaging with our support team.

If you have any questions, we'd love to work with you to generate value for your business but if not we wish you the best of luck with your business.

Best,
ONE Team