Releasit COD Form & Upsells
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The customer service in this app is subpar, specifically "Angelica." I waited in the chat for over an hour just to get a response, and she was not helpful at all. Instead of finding a solution, she clearly tried to brush me off. Even though I provided examples of other stores using the exact same app features, she insisted it wasn't possible or being used. It’s frustrating to be told something doesn't exist when I can see it working elsewhere. A very dismissive and unprofessional experience.
Very disappointing experience with the Releasit COD Form & Upsells app. Even after subscribing to their **Unlimited plan ($69.99)**, the level of support we received was extremely poor.
We reported a serious issue where customers get stuck on the processing page and are not redirected to the thank you page. Because of this, customers think their order was not placed and they place the order again, which results in multiple orders being created.
Despite clearly explaining the problem, we did not receive any proper solution or helpful response from the support team. When a store is paying for the **Unlimited $69.99 plan**, we expect fast and professional support, but unfortunately that was not our experience.
This kind of issue directly affects business operations and customer trust. Very disappointing support experience.
Hello there.
I am Mehmed, tech support app lead for Releasit.
First of all, I am truly sorry for the inconvenience the issue has caused.
I understand how detrimental issues like this can be.
Can you please reach out to releasit@support.com and ask for Mehmed, I will personally check what is happening and make sure your store is working without any issues?
Looking forward hearing from you.
Kind regards
The app is malfunctioning and it breaks the whole cart and add to cart, the support is answering but the fix is taking more than 2 weeks right now.
We are sorry for the experience you had.
This issue is related to a custom theme compatibility, which can affect how the app interacts with the cart. Our support team has been assisting you, and we are actively working on a fix.
The fix is currently in progress and will be released soon. We will inform you as soon as it is live.
Thank you for your patience and for reporting this issue. Your feedback helps us improve the app.
Carlos
CEO, Releasit
App stopped working and lost many order, because customer wasn't able to complete order.
They ask me to reinstall, which make me subscribe to their plan again.
Hi there,
I am Mehmed, Tech Support App Lead for Releasit.
I’m truly sorry to hear that your customers were unable to complete their orders and that this resulted in lost sales. We fully understand how serious this is, especially when it directly impacts your revenue.
Regarding the reinstallation, I want to clarify that reinstalling the app should not result in double charges. Shopify manages app subscriptions, and if there was any unintended rebilling after reinstalling, we are more than willing to review it immediately and ensure it is properly resolved.
The suggestion to reinstall is sometimes used as a troubleshooting step to refresh the app connection with Shopify, but we understand how frustrating it can feel — particularly during an active issue.
Please contact us directly with your store details so we can verify your subscription status, ensure you are not incorrectly charged and confirm everything is now working properly
We take situations like this very seriously and are here to make this right.
Mehmed, Tech Support App Lead
Since December 23rd, this application has experienced issues where customers cannot place orders, and the app management interface cannot be opened. As a last resort, I had to uninstall it. When I reinstalled it yesterday, the paid plan was no longer active and reverted to the free plan. Despite reaching out to the official support team, I have not received any response. Additionally, since the uninstallation, my Facebook pixel tracking has been malfunctioning and failing to provide accurate data. I have now discontinued the use of Releasit COD Form.
Hi there,
I am Mehmed, Tech Support App Lead for Releasit.
I’m truly sorry for the experience you’ve had since December 23rd. An issue preventing customers from placing orders and blocking access to the app dashboard is extremely serious, and I completely understand why you decided to uninstall the app.
Regarding the subscription, when an app is uninstalled Shopify automatically cancels the active plan. After reinstalling, the app defaults to the free plan until the paid subscription is manually reactivated. That said, if there was any confusion or billing concern related to this, we are absolutely willing to review it and make sure everything is correct.
I also sincerely apologize if you did not receive a response from our support team. During that period we were handling an unusually high volume of inquiries, but that is not an excuse for you feeling ignored. If there was any oversight with your message, I am truly sorry.
As for the Facebook Pixel, uninstalling the app can remove certain scripts depending on how tracking was configured, which may explain the inaccurate data afterward. We would be happy to help you verify and restore proper tracking to ensure everything works correctly.
Even though you have decided to discontinue using Releasit, I would genuinely appreciate the opportunity to review your case personally and make sure no unresolved issues remain on your store.
I’m very sorry for the disruption and frustration this situation caused.
Mehmed, Tech Support App Lead
For more than 24 hours, this app totally ruined my checkout. I lost actual sales and had to close my entire store because COD was my only checkout option. Support repeatedly stated that "engineers are working on it," but they did not provide an ETA or a solution. No workaround, no backup, nothing. This kind of checkout app that can take your store offline is just unreliable.
Hi there,
I am Mehmed, Tech Support App Lead for Releasit.
I want to sincerely apologize for the impact this incident had on your store. We fully understand how serious this is, especially when COD is your only checkout option. Having to pause your store and lose real sales is incredibly frustrating, and we do not take that lightly.
We have identified the root cause of the issue and implemented corrective measures to restore stability. Our engineering team has also added additional safeguards to reduce the risk of similar disruptions happening again.
That said, I completely understand that during the outage, not having a clear ETA or workaround was frustrating. While some technical incidents are complex and difficult to time precisely, we recognize that clearer communication and contingency guidance are essential, especially for merchants who rely entirely on COD. We are actively improving our monitoring and incident communication process to ensure better transparency moving forward.
If you’re open to it, I would truly appreciate the opportunity to personally review your store and confirm everything is now functioning correctly. Please feel free to reach out to us directly so we can assist you further.
Again, I’m deeply sorry for the disruption and the business impact it caused.
Mehmed, Tech Support App Lead
Service outage lasting over 24 hours and still ongoing. No updates, no status notifications, no communication at all. Unacceptable reliability for a COD form app.
Hi there,
I am Mehmed, Tech Support App Lead for Releasit.
We sincerely apologize for the extended service disruption you experienced. An outage lasting this long, especially without clear communication is understandably frustrating and unacceptable, particularly for a COD form app that directly impacts order processing.
Reliability and transparency are extremely important to us, and we regret that we fell short in your experience. Our engineering team has been actively working to resolve the issue and restore full stability as quickly as possible. At the same time, we recognize that better real-time updates and clearer communication should have been provided.
We are reviewing both the technical cause and our communication process to ensure improvements are made on both fronts. Your feedback is taken seriously, and we truly appreciate you raising this concern.
If you are open to it, please contact us directly so we can provide you with the latest update regarding your store and ensure everything is properly restored.
Mehmed, Tech Support App Lead
El formulario no funciona, me hicieron perder todo el dinero en publicidad! No responden tampoco
Hola,
Soy Mehmed, Tech Support App Lead de Releasit.
Lamento muchísimo lo que estás describiendo. Entiendo perfectamente la frustración de invertir dinero en publicidad y que el formulario no funcione, afectando directamente tus ventas. Esa es una situación muy seria y no la tomamos a la ligera.
El problema técnico ya ha sido solucionado y la app se encuentra estable. Si en algún momento no recibiste respuesta, quiero disculparme sinceramente. Durante el incidente recibimos un volumen muy alto de mensajes, pero eso no cambia el hecho de que debimos responderte.
Por favor contáctanos nuevamente por el chat dentro de la app o al correo [support email] para que podamos revisar tu tienda de inmediato y asegurarnos de que todo esté funcionando correctamente ahora. Si hubo algún inconveniente adicional, queremos analizarlo contigo directamente.
De verdad sentimos el impacto que esto tuvo en tu negocio y estamos aquí para ayudarte.
Mehmed, Tech Support App Lead
Don't use this form, your sales will get affected Here's why:
It has a massive error since yesterday, it's been almost a day and they still haven't fixed it. The form is not loading, our sales crashed for almost 80%.
Their support is really slow
Hi there,
I am Mehmed, Tech Support App Lead for Releasit.
I’m truly sorry for the experience you’ve had and for the impact this issue had on your sales. A form not loading ,especially for an extended period is extremely serious, and we fully understand how this could lead to a significant drop in conversions.
We have identified the root cause of the issue and implemented a fix to restore normal functionality. We are also reinforcing our monitoring systems to detect and resolve similar issues much faster moving forward.
Regarding support response time, I sincerely apologize if you felt we were slow. During high-impact incidents, we prioritize resolving the technical issue as quickly as possible, but we recognize that timely and clear communication is just as important. We are actively improving our response and update process during critical situations.
If you are open to it, please reach out to us directly so we can personally verify that everything is fully operational on your store and assist you further.
Again, I’m very sorry for the disruption and the impact on your business.
Mehmed, Tech Support App Lead
Experiencia muy negativa – pérdidas económicas reales incluso en plan premium
El 23 de diciembre, uno de los días más importantes del año para ventas, la app dejó de funcionar de forma crítica.
El formulario se mostraba correctamente, pero al confirmar el pedido el botón quedaba en “cargando infinito”, impidiendo que se crearan pedidos. El error técnico que aparecía era ApolloError – status code 500, lo que confirma un fallo interno del servidor.
Tenía campañas publicitarias activas con inversión significativa, y durante varias horas la tienda estuvo técnicamente inoperativa sin que me diera cuenta de inmediato. El resultado fue una pérdida considerable de dinero y oportunidades de venta.
Quiero aclarar que estoy usando el plan más caro y “premium” de la app, precisamente porque manejo volúmenes altos y necesito estabilidad. Aun así, el fallo ocurrió sin ningún aviso, respaldo ni sistema de contingencia, lo cual es inaceptable para un plan que se vende como el más completo.
Probé desde múltiples dispositivos y navegadores. Incluso desinstalé y reinstalé la app, lo que solucionó el problema de forma temporal, pero el fallo volvió a repetirse, demostrando que no se trataba de un error de configuración sino de un problema serio de estabilidad.
El soporte respondió disculpándose, pero confirmó que los pedidos no se pueden recuperar y que no se hacen responsables de las pérdidas ocasionadas, algo extremadamente preocupante tratándose de una app que controla directamente el proceso de pedidos y facturación.
Debido a esta experiencia, y considerando que incluso en el plan premium no existe protección ante fallos críticos, he decidido migrar a EasySell, ya que no es viable operar campañas pagadas confiando en una app que puede dejar de procesar pedidos sin asumir responsabilidad alguna.
No recomiendo esta app a negocios que invierten en publicidad o dependen del COD. Si la usas, ten siempre un plan B, porque una caída como esta puede costar miles en cuestión de horas, incluso pagando el plan más alto.
Hi there,
I am Mehmed, Tech Support App Lead for Releasit.
First of all, I want to sincerely apologize for the experience you described. We fully understand how critical December 23rd is for sales, especially when running high-budget advertising campaigns. Reading that your store was unable to process orders during such an important period is something we take extremely seriously.
The ApolloError status code 500 you mentioned was related to a temporary server-side incident. Our engineering team worked to resolve it as quickly as possible, but we completely acknowledge that even a few hours of disruption during peak season can have a significant financial impact.
Regarding order recovery, we truly wish there were a way to retrieve orders that were never successfully created in Shopify due to the failed confirmation. Unfortunately, when the checkout submission fails before Shopify registers the order, there is no data stored that can be restored. We understand how frustrating this is, especially when paid traffic is involved.
We also want to clarify that stability is our top priority, particularly for merchants on higher-volume plans. Since the incident, we have implemented additional monitoring and safeguards to further reduce the risk of similar occurrences.
We respect your decision and genuinely regret that this situation led you to migrate. If you are ever open to discussing the matter further, I would personally be happy to review your case in detail. Your feedback is important to us and helps us improve both our infrastructure and our communication.
Again, I’m truly sorry for the disruption and the impact it had on your business.
