Seal Subscriptions App
Répond aux normes de qualité les plus strictes de Shopify en matière de rapidité, de simplicité d’utilisation et de valeur pour les marchands
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This app has been nothing but a headache since day one, even paying for the highest tier. Half of my subscriptions don't go through (customer support blames shopify, shopify blames the app)- the only fix is to cancel the current order and send a new subscription link to every customer this effects every month (they do advertise some thing you can pay for to 'help the payments go through- I shouldn't have to pay for another thing to fix the issues that should exist in the first place for an app I already pay for). It is extremely hard to use and confusing- the way things are worded are not user-friendly. There are only a few help videos online, which I did use, but there are no help videos for many of the issues I have come across. It's very hard to get in contact with support since they are in a different time zone, especially for time-sensitive issues that arise right before/at renewal time- if you're in the states, expect about 24 hours between each response- I usually email with the issue, a day later get a response asking questions, reply answering the questions, a day later get another response with more questions or possible fixes, reply that the fixes did not work, another day for another response, so one issue that should be resolved within a few minutes takes 3-7 days. Automations don't work properly- I just had over 250 subscriptions renew to the wrong product because the automation didn't go through, even though it shows fine on my end. The app uncancels and unskips randomly, and charges people when they have already cancelled, which means a lot of angry emails. Unfortunately, I will be moving to another app, because I am losing so much time to answer customer service emails and fix issues, and losing income because so many customers who no longer trust me because every renewal there are huge issues and I seem unorganized and confused (which I am).
The one good thing is customer service is always friendly, even if they can't usually help or fix my issues.
Hi,
We are trying to get in touch with you to resolve these issues for you, but it seems that you aren't available on your phone, nor are you aren't returning our emails.
So we will briefly answer to these issues here, although if anyone else is experiencing any issues, please contact us at support@sealsubscriptions.com.
1.) The percentage of payments which failed in your shop is less than 8% and is actually less than the industry standards. These payments mostly failed due to expired card, insufficient funds, etc.
You don't have to pay to make payments go through, this was just a recommendation to get some help contacting customers to update their credit cards.
2.) We are trying very hard to make the app easy to use and understand and to offer support even outside of our work hours. We reply to every question within 24 hours on a work day and you are free to also call us on our phone number on Whatsapp and you can also schedule a Zoom meeting with us.
3.) Sometimes, we have to ask more questions about the issue to be able to provide accurate resolution to the issue at hand :) We apologize if we asked too many questions.
4.) The product automations in your shop were set to be applied after the subscription renewal, which we believe is why the issue happened. To resolve this, you simply have to mark them to "apply immediately" and your products will be swapped and prepared for the next renewal :) We also explained this in the email we sent you :)
5.) It seems strange that the app would uncancel the subscriptions on it's own. We would love to dig deeper into this issue to see what exactly happened there so we can prevent this from happening in the future :) It will be great if you can get back to us over the email :)
6.) Thank you for the praises of our customer support team. Our team really appreciates this as they try hard to help everyone every day :)
Best Regards,
Seal Subscriptions app team
The app isn’t functioning correctly. When our customers unsubscribe from our plan, they are not actually unsubscribed and continue to be charged the subscription fee every month.
Hi,
That does seem strange and shouldn't happen at all. We have sent you an email about this and would love if you can get back to us with more info so we can get to the bottom of this and figure out what is going on :)
If you can't see our email, then please send us an email to support@sealsubscriptions.com so we can figure out what was going on there :)
Thanks,
Seal Subscriptions app team :)
There was an issue where the delivery charges were charged 2x only on the subscription purchases, instead of just once. I contacted the support and they said its an issue from shopify, but shopify said it's the apps issue. this went back and forth for almost 2 months and nobody could resolve my issue. They took my money and couldn't get the app to work right.
Hi,
We are still in contact with Shopify about this issue. Generally, if the issue is on our side, we resolve it in less than 24 hours (on a work day), as our development team is very proactive.
However, if an issue is somewhere in Shopify's system, then we can't access their code and we can't fix the issue for them, even though we would love to do it if we would be allowed to do it ;)
Having said that, we are still in contact with Shopify about this issue you are experiencing. It seems to be linked to the new Shopify's customer accounts. We are looking forward to the resolution of that.
I can see that you are receiving copies of replies on the Shopify ticket, which is great :)
Best regards,
Seal Subscriptions app team
TLDR: You'll save money on app fees but you'll lose customers while spending more time on customer support.
App performance: We've had numerous surprise issues (products dropping from subscriptions, charges for shipping within free delivery area, email notices to customers of billing issues that didn't exist.) All of these generate poor customer experiences, exactly the opposite of what we work so @#$* hard to achieve. The logging functions don't capture adequate data for you to figure out what happened so you reach out to...
Support: ...which is highly skilled at responding with a question that kicks the can down the road. If I were to guess, their internal performance metrics are focused on ticket response time and not on number of interactions or issue resolution. Easier to respond with canned responses, which can be wildly off the mark, until the customer (you) gives up.
Where is the support ? you can't talk to an agent it's unacceptable
Hi, We have tried contacting you, but it seems that we never received a reply from you.
Our support team is working hard to reply to each request within 1 work day. In addition to contacting our support team over email, you can also call us on Whatsapp at +386 69 841 407.
And if needed, we can also schedule a Zoom meeting to help you with the app.
We are looking forward to your reply :)
Best Regards,
Seal Subscriptions support team
My experience with the API and customer support has been terrible. Peter was initially very slow but did provide the appropriate support in the end. Then I was contacted by Jason. Who seemed nice, offered an upgrade for my troubles and the help I needed. Turns out the upgrade comes with a few strings attached. Like removing this review and replacing with something more favourable.... Id rather keep this review. The application is lacking widget customisation but does offer flexibilityin terms of subscription options. The customer support is absolute garbage.
THIS APP CRUSH MY THEME!!! this app updated on weekend and i gave to creat a new redo all my page!!!
Hi,
I am sorry to hear that you had issues with the app.
The app doesn't and didn't make any changes to any of your theme files automatically without your authorization. All changes to the theme files have to be manually triggered by you through the app settings (installation section). Even when these changes are made, the app first makes a backup copy of edited files.
I have checked your theme and it seems that the app didn't make any changes to your theme files. It could be that some other app made changes to your theme over the weekend.
We have contacted you over the email and I hope that we will be able to help you resolve this issue.
Regards,
Seal Subscriptions team
uninstalled on May 18, yet the company continues to charge us a monthly fee!!! And of course Shopify won't assist. Beware!
Update 2023-07-05:
We have sent you multiple emails about this, but we can't seem to get a hold of you anymore.
If anyone else is reading this, the charges for apps are always processed automatically by Shopify for the billing periods that are started when the app is still installed with a premium plan.
In case you get charged for the billing period which was started just before you uninstalled the app, you can simply contact us at support@sealsubscriptions.com and we will be more than happy to approve and issue a refund.
Original reply:
Hi, We have sent you an email about this and will be more than happy to process this refund, but we first need to receive a reply from you on the email we sent you where we asked you a few things :) Can you please check your inbox (and spam folder) for an email from info@sealsubscriptions.com?
Thank you.
We are looking forward to your reply so we can process this refund :)
This app isn't reliable. There's been several times I'm unable to open it. I've contacted the developer and have done every suggestion. I can't access my subscribers to even know when to ship.
I am sorry to hear that you weren't able to resolve this issue even after following our recommendations. And it is unfortunate that you didn't contact us first after you tried what we suggested, as we could probably help you further. As mentioned before, you should be able to access the admin interface of the app in the latest versions all major browsers (e.g. Chrome, Safari, Firefox, etc.) , as you were when you created your first subscription rule.
Other users (some of them with thousands of subscribers) are not reporting any such issues, which is why we suspect that the issue you were experiencing could be caused by a browser plugin, a router configuration or maybe a firewall set up in your office.
Disabling the browser plugins and checking the router configuration should be sufficient to resolve the issue you were experiencing.
If you can access the app settings from a different location (e.g. a cafe), then the issue is probably in your office network.
If you can access the app settings from a different browser, then the issue is probably in the browser (could be outdated) or in one of the browser plugins.
A thing to note here is that when your subscriber pays for the order (either automatically or manually), you will see the order in your Shopify Orders and you will be able to fulfill it. You don't have to check in the app to know when to fulfill the order ;)
If you do decide to give our app another try, please let us know if you still experience this issues.
Thank you,
Seal Subscriptions team
I installed this app and then all my Google ads stopped running, I contacted Google and they told me its an app I installed on Shopify that has malicious links/code. And this is the only app I installed,
Update 2020-04-28:
The issue with Google Ads has been resolved. In case your ads are still disapproved, we recommend you to contact Google Ads support and send them a screenshot of a security scan of your page from Google Search Console. This will help you get your ads re-approved.
In case the issue persists for your shop, please contact us at support@sealsubscriptions.com
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Hi,
We are in contact with Google and are trying to resolve this issue. Unfortunately you installed the app before we were aware of the issue and before we were able to post a warning on our app listing page.
We believe that our domain is flagged by mistake and are waiting for Google to check what exactly seems to be the issue.
I am sorry that you had to experience this. We hope that this issue will be resolved in a week or two, so you will be able to use the app.
Thank you for understanding,
Team Seal