TrustWILL Product Reviews App

Hello! My name is Pia, and thank you so much for taking the time to leave us a review. I’m sorry to hear that it wasn’t working as expected with your store. We would appreciate the opportunity to look into this issue further. I have sent you a message via WhatsApp and email, and I hope you will have a moment to chat with me soon. :)

詳細なご報告をいただき、誠にありがとうございます。

また、この度はご不便をおかけしてしまい、心よりお詫び申し上げます。

TrustWILL Reviewsのカスタマーサクセスマネージャー、Joeyです。

Shopify Customer Accounts内のレビュー投稿ウィジェットにて画像をアップロードできない件につきまして、本日一日を通して開発チームと密に連携し、互換性の問題について調査および対応を進めておりました。

iOSブラウザ環境では、端末・ブラウザ・ウィジェットの設置場所によって挙動が変わる場合があり、互換性の問題を完全に解消することが難しいケースもございます。

しかしながら、本日は本件について長時間にわたり検証と調整を行い、新しい修正版をリリースいたしました。

弊社での最新の検証では、Shopify Customer Accounts内のレビュー投稿フォームから画像を正常に送信できることを確認しております。

お手数をおかけいたしますが、貴社環境でも再度お試しいただき、テスト結果をお知らせいただけますでしょうか。

結果につきましては、私の業務用メールアドレス joey.wen@cwill.com まで直接ご共有いただけますと幸いです。ぜひお力になりたいと考えております。

改めまして、この度はご迷惑をおかけしましたこと、深くお詫び申し上げます。

現在、貴社環境でどのように動作するか、ぜひご共有いただけますと幸いです。私が責任を持ってフォローし、問題の解決に向けてできる限りサポートいたします。

よろしくお願いいたします。

Hi there,

We’re sorry to hear that you had a frustrating experience at that time.

After reviewing your case back then, we found that the review request emails were scheduled based on your email timing settings — specifically, they were set to be sent 3 days after the order was marked as shipped. Since some of the orders had not yet reached the shipment trigger, the system was still waiting for the configured condition before sending.

We understand how confusing this may have felt, especially when you were expecting the emails to go out immediately. Our team did review the setup and provided a detailed explanation to clarify how the trigger rules were working in your account.

Please note that email sending behavior is not affected by plan level — both free and paid plans follow the same trigger logic.

Although you’ve decided to uninstall the app, we genuinely appreciate that you gave us a try. If you ever decide to revisit review automation in the future, we’d be more than happy to assist with setup to ensure everything works as expected from the start.

Wishing you and your store continued success.

— The TrustWILL Review Team

Hi there,

We sincerely apologize for the layout issue and the delayed response during the December peak.

Our R&D team looked into your case immediately, but as the app had already been uninstalled, we were unable to access the live environment to diagnose and fix the specific theme conflict. We reached out to you via email to offer manual troubleshooting, but we didn't receive a reply.

However, we took your feedback seriously and have since performed a major optimization on widget compatibility to prevent such display errors for all users. We would love the chance to help you set it up correctly. If you’re open to giving us another try, please contact our support team—we’d be happy to provide a special discount as a gesture of our commitment to your success!

TrustWLL Reviews Team

Hallo back-lava,

ich bin Joey, Ihr Account Manager bei Trustoo. Ich wollte mich persönlich bei Ihnen melden, da ich gerade Ihre Nachricht und die erwähnten Probleme gesehen habe. Es tut mir aufrichtig leid, dass meine Antwort so spät kommt — mein Großvater ist vor ein paar Tagen verstorben, und ich musste ein paar Tage frei nehmen, um bei meiner Familie zu sein. Ich war nicht im Büro und es tut mir sehr leid, dass ich mich nicht früher bei Ihnen melden konnte.

Ich kann Ihren Frust vollkommen nachvollziehen. Sie wollten, dass die Sternebewertungen korrekt angezeigt werden, und als es nicht funktioniert hat, muss es sich angefühlt haben, als hätten Sie für etwas bezahlt, das nicht funktioniert. An Ihrer Stelle würde ich mich genauso fühlen. Es tut mir wirklich leid, dass das passiert ist und welche Unannehmlichkeiten es Ihnen bereitet hat.

Um dies auszugleichen, möchte ich Ihnen die Rückerstattung für dieses Monatsabo anbieten. Da die Rechnung für Dezember noch nicht belastet wurde, können wir keine direkte Rückerstattung vornehmen, aber ich kann App-Guthaben auf Ihr Shopify-Konto anwenden. Dieses Guthaben wird automatisch Ihre Dezember-Rechnung ausgleichen, sodass Sie für den kommenden Monat nichts bezahlen müssen.
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Bezüglich der von Ihnen erwähnten Probleme — der Anzeige der Google-Sternebewertungen sowie der Sterne auf Ihrer Startseite und auf den Kategorieseiten — hat unser R&D-Team beide Probleme vor zwei Tagen behoben. Könnten Sie bitte bei Gelegenheit überprüfen, ob alles korrekt angezeigt wird? Wir werden die Situation weiterhin genau beobachten, um ein erneutes Auftreten zu vermeiden.

Könnten Sie mir bitte mitteilen, ob die Lösung mit dem App-Guthaben für Sie in Ordnung ist?
Da ich mir nicht sicher bin, ob meine Antworten über Shopify Ihr Postfach zuverlässig erreichen, habe ich Ihnen zusätzlich eine separate E-Mail von joey.wen@channelwill.net
gesendet. Es wäre großartig, wenn Sie direkt auf diese E-Mail antworten könnten. Vielen Dank.

Mit freundlichen Grüßen
Joey

Thank you for taking the time to leave such a nice review. We’re happy you enjoyed our service.
All the best,
Trustoo Team❤️

Hi Zoomiko,

I’m Joey, the Account Manager at TrustWILL Reviews. Thank you for sharing your feedback, and please accept my sincere apologies for the loading issues you encountered 4 months ago.

We tracked the issue down to some temporary third-party server instability in December. Our team took this very seriously and has since implemented a total system optimization to ensure much faster and more reliable performance.

I was personally very glad to see that you reinstalled our app on December 12th! It means a lot to us that you chose to give us another chance. I’d love to check in and see how the app has been performing for you so far?

As a token of my appreciation for your loyalty, I’d like to offer you a special discount if you plan to continue with us. Please reach out to me directly at joey.wen@channelwill.net, and I’ll personally handle the arrangements for you. I look forward to helping your business grow!

Best regards,
Joey
Account Manager
TrustWILL Reviews

Hello Vollara Shop,

I’m Joey, the Customer Success Manager at TrustWILL Reviews. Thank you for your feedback. I’m sorry for any confusion regarding our pricing structure.

We do offer a generous free plan that includes essential features to help new stores grow. However, certain advanced functions, like bulk importing from certain platforms, are part of our premium plans to cover the high server and API maintenance costs.

We noticed you’ve uninstalled the app, but we wish we could have discussed this with you earlier! We are often happy to provide extended free trials or custom plans for merchants who are just starting out.

If you’re still looking for a powerful review tool, I’d love to invite you back. Contact me at joey.wen@channelwill.net, and I’ll personally arrange a special discount or an extended trial of our premium features so you can experience the full value without immediate cost.

Best regards,
Joey
Accoun Manager
TrustWILL Reviews

Hi Dusala-official,

I’m Joey, the account manager from Trustoo. I just came across your recent review and felt truly sorry to see that you faced issues — especially since I couldn’t find any previous record of you contacting our support team. That makes it a bit hard for me to understand exactly what went wrong, but I really want to help you get it fixed as soon as possible.

Could you please share a bit more detail about the problem you encountered? For example, what specific part of the app wasn’t working or any error message you saw? Once I know more, I’ll make sure it’s solved quickly for you.

It honestly feels like such a pity to lose a valuable user like you without knowing what caused the trouble, and I’m genuinely sorry for the frustration this has brought.

If you’re still using Trustoo, I’d love to make it up to you — to thank you for choosing us and to apologize for the initial setup issues, I can help upgrade your review display limit or apply a special discount for you. Please just let me know which option you’d prefer, and I’ll personally take care of it.

Looking forward to hearing back from you, and I’ll do everything I can to turn this around for you.

Warm regards,
Joey
Account Manager | Trustoo