Rivo: Loyalty Program, Rewards

App is incredibly buggy and their support teams are misleading as is their options for how discounts are calculated. The "minimum cart value" redemption is reviewing the total for the specific discounted item in the cart, instead of the value of the ENTIRE cart as is logical. So if you want to allow a customer to redeem a free item, but only if their cart value is over a certain threshold, it calculates the threshold based on the total value for of the free item sku in the cart. What's worse is they promised a fix for weeks and then decided they didn't want to fix it.

Bad support availability. I am paying for the plan that says '24/7' human support,' and it has happened twice now that there is no one there, and I get an automated message saying the team will be back in a few hours.

La he desinstalado (como marcan las normas de Shopify) y siguen cobrándome. ¿Esto es una estafa?

THEY JUST DON'T RESPOND TO MY EMAILS FOR SUPPORT. I ONLY RECEIVED 2 SCRIPTED EMAILS IN THE BEGGINING AND NO RESPONSE SINCE THEN 2 WEEKS LATER. I TRIED TO FOLLOW UP BUT NO REPLY.

fault and errors on every click, the page cannot be saved if making any changes, loading forever.

Not user-friendly at all. Unless you have a dev, out-of-the-box features don't work or are very glitchy. For example:
- Referral link doesn't show on customer account main page, customer needs to go to "Profile" to see their link.
- Loyalty landing page is an absolute mess out of the box, sections are misaligned, color customizations don't work, and there are padding issues. Unless you plan on doing custom CSS, it's not worth it.
- Support doesn't help at all, tells you "You'll need custom CSS". Some of the CSS things they mentioned, I was able to fix with a shopify settings. If you ask for help, they mentioned that you'll need to upgrade to their $699 month plan to have them help.

Terrible experience, would not recommend.

We are trialling this App, and basically it should have been a very smooth onboarding experience, given the glowing reviews, but it hasn't been anywhere close to that so far. Core functionalities such as earning settings to "Place an Order" are just invisible in the App. The support Docs guide you to Loyalty > Points, but no such thing exists in the app. The support Docs say VIP tiers should be enabled from the get go, but we can't see any of those tiers. We came to a conclusion that the support docs are not up to date and thus very unhelpful. The Branding tab throws a 500 error. The advertised 24/7 chat support is non-existent, since we haven't heard from them for over 7 hours. Overall a very poor onboarding experience for us.

So far the experience is not awesome. The app itself seems great, BUT, we migrated all of our data (including customers and old orders) over to the app and it’s included those in our usage. Note: none of the features on our app are yet enabled and I have zero usage on it for the last 90 days.

I received a bill for nearly $500 over a week ago and still no refund. I received another bill today for $187 and zero response from support. I am not thrilled about this. Their response is sluggish, sometimes taking a couple of days to respond.

I actually really want to use this app because it looks like it will do everything I want (and the reviews on it are excellent), however this first experience with it has left me with little trust that I will get the support I need.

EDIT July 31: I received a response immediately and a refund. HOWEVER I have received two more bills from Rivo for "usage fees" and my Rivo app is not even active. There are now nearly $400 more in charges on my account and I'm not using this app. I have emailed twice again with no response. Sadly as much as I want to use this app, I feel like something really hinky is going on and I do not trust Rivo. Once I am refunded I will be uninstalling and searching elsewhere. Super bummed because there are so many awesome reviews here.

We installed Rivo for a couple of months to test it in the background. After testing, and leaving a good review, we carefully allocated historical loyalty point to our 23,000 customers and then launched our loyalty scheme. On the same day Rivo's connection to Klaviyo failed to send updated points balances and that evening without warning Rivo set the points balance of every single one of our customers, including those who had purchase on that day, to zero. The help desk promises a reply counted in hours but we are now on day 3 after reporting these issues and every day we get thanked for our patience and told to wait for an update from the development team. If we had not invested so much time configuring this app I would de-install it immediately.

I understand that Jel, one of the customer service agents, may have been having a bad day, but that day turned into a significant issue for me. This all started when I accidentally deleted Rivo's landing page while cleaning out my Pages, which broke the connection between the Rivo platform and my shop. I reached out to customer service for documentation on how to fix it and included two screenshots to illustrate the issue. I also mentioned in passing that I wanted to remove a broken footer on the landing page I had left.

Unfortunately, Jel misunderstood or overlooked the 404 error screenshots and instead focused solely on the footer. She asked for access to my store and "fixed" the footer the way she thought it should be. The problem? In doing so, she unintentionally broke all the footers across my entire site. I revoked her access and followed up to inform her of the issue—not looking for a resolution, as I could fix it myself, but simply to let her know about the mistake. I also mentioned that her access had been revoked.

She quickly responded, claiming the problem had been fixed and asking me to check. This response was frustrating because it was both inaccurate and misleading. The issue was still unresolved, and even if she had attempted a fix within seconds, it couldn’t have saved without access to my store.

I clarified multiple times that I had already revoked access and was not comfortable granting it again due to the risk of further mistakes. As someone only a few hours into using Rivo, I really hope things improve from here. However, this combination of platform issues and a frustrating customer service experience has raised some red flags.