Rebuy Personalization Engine

Rebuy has been incredibly easy to use and hasn’t required any major dev work to achieve our cart and merchandising goals. What’s made an even bigger impact is the support - we’ve been lucky to work with such a dedicated CSM like Maria, who’s been instrumental in bringing ideas to life. I’ve shared inspiration from other brands I’d love to test on our store, and she, along with the launch team, consistently helps make those ideas a reality. We’re truly grateful for the partnership.

I rarely leave negative reviews, but after our experience I feel other merchants should be aware of the risks.

A deployment made by Rebuy caused a critical issue on our Shopify store which prevented customers from accessing and using the cart. The issue effectively stopped customers from completing purchases and had a significant impact on our trading until it was identified and rolled back.

To Rebuy's credit, their support team eventually acknowledged that the issue was related to an update released from their side and subsequently reverted the change. However, the incident should never have happened in the first place, particularly given that Rebuy was not even responsible for our cart functionality.

What has been equally disappointing is the handling of the matter afterwards.

The outage escalated internally to Board level due to the commercial impact on our business, yet resolving the issue required repeated chasing, long delays between responses, and multiple escalations to senior management.

After weeks of discussions regarding compensation, Rebuy ultimately agreed to release us from our 36-month contract but offered no financial compensation for the disruption caused by an outage that they themselves acknowledged originated from a Rebuy deployment.

The platform itself may work well for some merchants, but our experience exposed a concerning level of operational risk. Any third-party app capable of interfering with core checkout journeys should be subject to extremely rigorous testing before updates are pushed live.

Based on our experience, I would urge merchants to carefully consider both the technical risks and the level of accountability they can expect if something goes wrong.

Rebuy is much more than just a standard cart cross-sell app—it’s an end-to-end revenue generator. Since installing it, we’ve achieved a 5-figure lift in revenue using a combination of the Smart Cart, Checkout Cross-Sell, Post-Purchase upsells, and dynamic bundling. The features are powerful, but the support makes it even better. Our CSM is a wealth of knowledge and goes above and beyond to teach us how to fully optimize the app for maximum ROI.