UpOrder

I am following up again regarding my previous request.

It has now been 17 days since my first message, and I have not received any response or seen any progress. This is very concerning.

I’ve been a long-time user of UpOrder and even left a 5-star review back in 2018. Unfortunately, my recent experience has been the opposite.

At this point, I have no access to real support:
• Chat appears to be AI only and does not resolve issues
• I sent multiple emails with no response
• I cannot find a way to reach a real person

The issue I raised is important:

With Shopify introducing Store Credit, your app currently does not support a proper email template. Customers are receiving a “refund” notification instead of a Store Credit message, which is misleading and creates confusion.

This requires a proper solution—a dedicated Store Credit notification template.

Additionally, I need clear guidance on how to reach your support team directly.

To be transparent, if I were a new Shopify user experiencing this level of support, I would likely choose to avoid this app entirely. I am disappointed, especially as a long-term customer.

Please respond as soon as possible and advise on:
• Store Credit email template support
• A direct way to contact your support team

I hope this can be resolved quickly.

Best regards,
Oleg Nikitenko
Global Seafoods North America