PayWhirl Subscriptions
スピード、使いやすさ、マーチャントのメリットに関して、Shopifyの最高品質基準を満たしています
レビュー (241)
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評価順
Terrible experience that negatively impacted our cash flow.
First I'll address their response:
1. I signed up for a paid plan, which they say is supposed to come with better support so if it's even worse than this, my lord they need a lot of work.
2. They said their app won't work with Shopify but clearly their reps don't know this because no one told me that or we wouldn't be here, just more terrible service.
Original review:
I had to get a support rep to help set up the Shopify store since the directions on the site for set up are outdated (as per the rep), but I assumed it was set up correctly.
Unfortunately with each payment (of a four payment plan), it places a new order and charges us for the on-demand product cost. Now I have to cancel all orders, refund everyone and figure out how I'm going to get these customers back.
And of course, support takes way too long to respond, already a few hours in with no resolution to the second issue in two weeks. They told me to refund on Shopify, I do so and it says "request declined." What they didn't tell me was (I'm assuming) that I needed to cancel the subscription first so I did it in reverse and hope it works. Not sure until I see us the biz refunded for multiple orders.
If the website direction is wrong and two reps don't know what they're doing (and support takes way too long), how can you trust this app?
Hi,
We're truly sorry for the difficulties you've faced with our app, and we value your feedback.
We want to clarify that our Shopify app doesn't officially support layaway-style payment plans, which we're making clearer in our documentation. We also acknowledge the misunderstandings with payment refunds and order processes. We're working on improving communication to avoid this in the future.
We're improving our support response times, and on our paid plans, we offer priority support for more prompt assistance.
Could we arrange a call with our support team to discuss your concerns and find a suitable solution? You can schedule it by contacting us at https://calendly.com/paywhirl-team. We're eager to understand your situation better and regain your trust.
Thanks for your understanding, and we hope to make things right.
Warmest regards,
Team PayWhirl
Sergey was amazing to deal with he went above and beyond with providing the service and on-going support we needed to launch Paywhirl.
I love this app. It installed easily, and the customer service is extraordinary. Thank you PayWhirl!
Lacking in features vs other subscription apps and has bugs.
- Barely any reporting or analytics are available
- no support for customers to swap products
- You have to force customers to create an account before checkout (reduces checkout rate) so they can manage their subscription. No post-checkout account creation prompts.
- Subscriptions renew at a different time from when the customer signed up. Sometimes this can tick over to the next day (your customers will enquire about this)
- I've had subscriptions not being cancelled multiple times - leading to the customer being charged again.
- No upsell or cross-selling features or one-time purchase discounts with subscriptions
their shopify app is severely lacking compared to their external software which is unfortunate. The only positive that this app has is its integration with shopify checkout as opposed to redirecting.
Thank you for taking the time to leave a review and share your feedback with us. We genuinely appreciate your honest insights, as they help us continually strive to improve our product. We’re sorry to hear that your experience with PayWhirl wasn’t up to our standard when you wrote this review, and we acknowledge the frustration that some of the features and issues you pointed out may have caused.
Since 2021, we have been working diligently to enhance our Shopify app and we’re excited to share some significant updates that directly address the concerns you’ve listed:
Enhanced Reporting & Analytics: We have greatly expanded our reporting and analytics features to give you more actionable insights into your subscriptions.
Product Swap Support: Customers can now easily swap products within their subscriptions, providing a more flexible experience.
Post-Checkout Account Creation: We've introduced options to streamline the checkout process, including post-checkout account creation prompts.
Subscription Renewal Timing: We’ve refined our system to ensure subscription renewals align closely with the customer’s original sign-up time.
Cancellation Improvements: We have bolstered our cancellation process to prevent unintended renewals and charges. We've also launched support for setting up cancellation prevention workflows to encourage customers to stay subscribed.
Upselling, Cross-Selling & Discounts: We have introduced features to help merchants offer one-time purchase discounts and effectively upsell or cross-sell products.
We understand that our integration with Shopify checkout is valued, and we are committed to bringing our Shopify app experience in line with the high standards of our external software.
We would be thrilled to have you revisit PayWhirl and explore these new features. Our customer support team is also on standby to assist with any questions or to guide you through the updates. We aim to offer an app that is robust and feature-rich and meets the specific needs of Shopify merchants like you.
Thank you again for your review, and we hope we can turn your experience around with these improvements.
Warmest regards,
PayWhirl Team
Great Team to work with even with a difficult migration. I've worked with other subscription services like Bold and Recharge and this system seems to be the most straight forward and easy to work with. Its the best subscription integration to shopify I've seen.
Wow, thank you so much for your kind words and the glowing review! We're thrilled to hear that you found our system straightforward and easy to use, especially when compared to other subscription services. Our team works tirelessly to ensure that migrations, even complex ones, are as smooth as possible, and it's heartening to hear that it's making a difference.
We appreciate your vote of confidence in calling us "the best subscription integration to Shopify." Such feedback propels us to continue innovating and offering top-notch service to our users.
Should you ever need assistance or have suggestions on how we can improve your experience, please don't hesitate to reach out. We're always here to help and learn from our valued customers like you.
Thank you once again for choosing PayWhirl. We look forward to continuing our partnership with you.
Warm regards!
Awesome customer service, I needed some help integrating it into my store and they did everything for me and more!
This is a great app. And the stellar customer service is even better! Lincoln and Sergey got back to us right away and spent tons of time getting us up to speed and trouble shooting things on our end. There are real, great people building and supporting this app!
App seemed to work but can't communicate with Amazon FBA so it's useless for us. Not happy with the customer service - it took them almost two hours to reply to my inquriy and then he explained that they don't support "pickup orders", when I asked why they're changing the message about shipping methods for subscriptions when sending it to amazon. From there, it took him another 20 minutes to my reply where I said I'm not asking about pickup orders... After another 2 hours going back and forth, I gave up and realize this app doesn't work for us.
Thanks for your feedback on our new app, I'm sorry we weren't able to meet your expectations. The app is free and in a beta/launch phase until early 2021 while we work to expand functionality as much as possible. As for your specific issues integrating with Amazon FBA and the StandByte app, It should work with some configuration, but we don't have control over the "delivery method" language shown at checkout and relayed to Amazon FBA. That would be the responsibility of the StandByte app. You may also be able to configure Amazon FBA to read different values. Orders are now generated by Shopify and we don't have a ton of flexibility as we have to rely on their tools. They also control the checkout experience as everything is now processed through Shopify Checkout. That being said, we're willing to try and work through this issue and earn your business if you circle back. We'd love to help if we can.
we needed a subscription app for our website. i've tried a few others and either they are way too expensive, or too complicated to set up and manage. this app is priced well, and i can change the plan as we grow. it was also easy for me to set up and modify. i've had a few things i couldn't figure out and tech support has responded to me quickly and addresses my concern/request. overall very happy with performance of this app.
This App is truly terrible, I lost many regular customers as this app has a bug where it stores your customers cards and then empties their accounts. Avoid!
We're sorry to hear about your experience with PayWhirl. We help thousands of merchants process subscriptions and other types of recurring payments successfully on Shopify. Upon reviewing your account, it looks like the issue stemmed from a unique scenario whereby your account was paused due to nonpayment and then resumed after several months of inactivity. Because your subscriptions were still active, it caused some customers to be billed for the months while the app was inactive after you resumed service. However, this could have been avoided easily by pausing subscriptions during the months you weren't shipping or reviewing your account before continuing service. Our support team is always happy to assist or answer questions from merchants and is available via live chat, phone, or email if you want to circle back.