TrustWILL Product Reviews app

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

Hello Q&C Merchant, this is a letter from the CEO of Trustoo.io,

I sincerely apologize for the inconvenience that our app has caused you. I understand that time and details are crucial in the business world. Please know that we are dedicated to providing our users with quality and all the necessary tools that will bring something good to their business.

Regarding your concerns,

1. We can actually retrieve all the previous orders that you had and send email requests to these customers just like you requested them. However, we may need to send a request for certain access so we can work on this. I will then assign one of our best developers to help you sort this out. I know it is hard to trust again once it is broken, but please allow us to redeem ourselves and be in use to you.

2. For the emails going to spam, this is indeed a very important concern that has to be addressed, and I will be honest with you, this has been a problem for a lot of apps in Shopify that send emails. But then again, reasons are not needed, but solutions are, and we promise you that we are already optimizing the apps and the codes to make it more easier for users to customize.

I know you have uninstalled it already, and you are entitled to do that because I wouldn't do differently if I were in your shoe. However, I would like to ask for another chance. Please allow us to retrieve all your orders so we can send emails to them.

We are thankful for your feedback and, at the same time, sad about losing someone as valuable as you. We will always be here to help and be of service to you. Please don't hesitate to reach out if you need anything.

Best regards,
Trustoo Team

Bonjour LivSquad,

Je suis Joey, responsable de compte chez Trustoo.
J’ai remarqué que votre note est passée de 5 étoiles à 1 étoile, alors que votre commentaire écrit indique toujours que votre expérience a été très positive. Je voulais simplement vérifier avec vous : y a-t-il eu quelque chose qui vous a déçu, ou est-ce qu’il pourrait s’agir d’une erreur de clic ?

J’ai également consulté vos anciens échanges avec nos spécialistes, et il semble que la communication se soit déroulée sans difficultés particulières ni retour négatif. Si jamais quelque chose n’a pas répondu à vos attentes, n’hésitez pas à me le faire savoir — je ferai de mon mieux pour vous aider à résoudre la situation.

Votre retour est très important pour nous. J’aimerais sincèrement comprendre et améliorer votre expérience.

P.S. Au cas où ma réponse à votre avis ne vous parviendrait pas, je vous ai aussi envoyé un email séparé depuis joey.wen@channelwill.net
. Vous pouvez simplement répondre à cet email pour me partager vos impressions. Merci beaucoup.

Cordialement,
Joey
Responsable de compte
Trustoo | Channelwill

Hello Neo,

I’m Joey, the Customer Success Manager. Thank you for your feedback. I’m sorry for the initial trouble you had with product detection—this is usually just a temporary sync issue during the first setup.

I was actually very happy to see that you’ve recently reinstalled our app! It’s great to have you back. Our team has since upgraded our product detection engine to make the synchronization much smoother and more reliable.

I’d love to check in—is everything working correctly for you now? If you need any help optimizing your display or if you’re planning to stay with us, please email me at joey.wen@channelwill.net. I’d be delighted to apply a special discount to your account as a thank-you for giving us another chance!

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 Mountable,

This is Joey, the Account Manager at TrustWILL Reviews.

I’m really sorry for the frustration caused.

Since the review itself didn’t include additional details, we weren’t fully sure what led to the 1-star experience. The most recent ticket we could find from your account was regarding a refund request, so I personally checked into it again for you.

I’ve just checked your account again and noticed there is a subscription charge for Apr 28 – May 28 that has already been successfully billed. Could you please confirm if this is the charge you would like refunded? Once confirmed, I’ll personally help process it for you as soon as possible.

You can reply to me directly anytime at: joey.wen@channelwill.net

I’ll do my best to help resolve this for you quickly. Thank you.

Best regards,
Joey
Account Manager
TrustWILL Reviews

Hi there,

I’m Joey, the Customer Success Manager at TrustWILL Reviews. I was checking your 1-star rating again and sincerely regret that we didn't meet your expectations back then.

Since there were no details left, I’d love to hear how we can improve. I noticed you’ve been with us since May 2024, and we’re so glad to see you kept our app active after recently reopening your store! It’s an honor to continue supporting your business journey.

To support your store's "new start" and as a thank you for staying with us, if you’re planning to keep using our app, I’d like to offer you a special discount. Please contact me directly at joey.wen@channelwill.net so I can set that up for you and ensure you have everything you need for a 5-star experience. We’re fully committed to your success!

Best regards,
Joey
Account Manager
TrustWILL Reviews