UpCharge Fees Addons Surcharge

Hi,

We’re truly sorry to hear about the issue you encountered and understand how concerning this must have been. We value every customer and were saddened to see this review without having had the chance to assist you directly. We haven't experienced any downtime or errors on our end, and unfortunately, without prior contact, we couldn’t investigate this issue sooner.

We sincerely wish you had reached out to us, as we would have loved to work with you to resolve this promptly. Should you decide to reinstall the app, we would be more than happy to assist and ensure everything runs smoothly for your store.

As a side note, we're actively working on integrating the Cart Transform API to significantly improve how fees are applied, aiming to provide an even better experience moving forward.

Hello,

Thank you for sharing your feedback. We’re sorry to hear that our app didn’t meet your expectations.

The reason our app currently doesn’t support the ‘Buy Now’ button is that it’s designed to work within the cart, allowing us to provide a more seamless experience during the checkout process. We understand this might not be ideal for everyone, and we’re always looking for ways to improve.

For more details on how our app functions, including this limitation, please feel free to visit our Help Center. If you have any further questions or need assistance, our support team is here to help.

We appreciate your understanding and thank you for helping us improve.

Hello,

Thank you for your feedback.
We’d like to clarify that our free plan is available exclusively for affiliate/ development stores (Shopify plan - "Development"). For all other Shopify plans, a paid subscription is required to access our app.

If you’re currently using a development store, you should be able to take advantage of the free plan. Otherwise, we’d be happy to discuss our paid options with you and find a solution.

Feel free to reach out if you have any more questions!

Hello,

Thank you for sharing your feedback with us.

Please note that the app requires code installation. Our support team reached out to us and configured the app for you.

Always feel free to address us if you have any other questions or concerns.

Have a great day!

Hello,

Thank you for sharing your experience with us.

We are truly sorry for the difficulties you've faced with.

We reviewed all your tickets. All of them were processed in a timely manner and the app itself is configured properly.
You've got multiple fees applied to a single product because you have several active fees that meet the condition for that product. You need to review your fees and remove/deactivate the extra ones if needed.
We weren't able to reproduce the issue with outdated rates and asked you to send us additional details (Ticket #99568) this week.

We are always here to assist but we need your feedback on our replies to be able to assist.

Looking forward to hearing from you.

Have a great day!

Hello,
Thank you for your feedback and so sorry to hear you experienced a delay in your support request. I checked your ticket, and it seems that the problem had been related to the incorrect installation. Our team managed to fix this in less than 24 hours since your first reply. We pride ourselves in maintaining the highest quality standards for our customers and will do our best to improve this resolution time.
Please let us know if you have any questions or need our help. We will be glad to assist you.
Thanks for giving the app a second chance. We are sure it will bring your business extra value!

Hello,

We are sorry you've faced difficulties with the app charge.

As we can see, you've uninstalled the app on January 5, not a month ago.

You are billed for the app subscription as part of Shopify's 30-day subscription billing period.

Make sure that you consider app billing cycles when you uninstall the app. Recurring app charges are generated the first time an app charge is approved, and then on the first day of an app's billing cycle. Because of this, a charge will appear on your bill even if you uninstall an app only a day or two after you install it.

We are not authorized to provide refunds directly because the app charge is part of a Shopify bill. You may address the Shopify support and issue a refund, we'll approve it from our end.

Have a great day.