SendOwl

Thanks for taking the time to leave a review and we really appreciate the kind words. We’re glad SendOwl has been a good fit and look forward to continuing to support you as your business grows. If there’s anything we can do to help you get even more value from the platform, we’re always here.

We appreciate your candid feedback and understand that changes to pricing can be challenging.​

This adjustment marks our first price increase in over 15 years. During this time, we've maintained legacy plans to support our long-standing customers. However, to continue providing reliable and scalable services, it became necessary to realign our pricing structure.​
Shopify App Store

While we cannot discuss specific account details due to privacy considerations, we can share that our new rates are competitively positioned. In fact, I personally managed your support tickets and when evaluating the relative fee based on a percentage of sales (note: our SaaS pricing does not actually charge a % of sales or per order fee, it is all inclusive on those regards), our pricing is approximately one-tenth the cost of a key larger competitor.​

Regarding file hosting, we offer both hosted and self-hosted options to provide flexibility based on your preferences. Choosing to self-host is a feature available for your convenience, not a requirement imposed by our platform.​

We also want to note that we reached out to discuss your specific account details and explore potential solutions. Unfortunately, we did not receive a response to engage in a productive conversation. Our support team remains available and willing to work with you to find a suitable path forward.​

We value your business and wish you the best of luck going forward.​

We appreciate your years of service, and sorry to hear you will be moving on. We did reach out to all merchants a few times, and do hope you reached out to support with any questions or ways to reduce your costs.

We are confident our new pricing is very much in market for our services and scalability. We had not raised priced for legacy users in 15 years, and needed to do this reset to market rates to be able to invest in our product and service. Moving forward, there will be no large increases such as this.

Wishing you all the best in your business moving forward.

Hi there – Ben here, COO at SendOwl. I wanted to personally address your comment to clarify a few key points.

It’s simply not accurate to say that you received no response. Our records show that you contacted our support team on April 25th at 9:32am, and we responded within 15 minutes at 9:47am. We always strive to respond promptly and supportively — and in this case, we absolutely did.

We fully understand that pricing changes can be frustrating, especially after many years on legacy plans. That said, we've done our best to give ample notice — including emails and in-app banners — and we continue to offer one of the most cost-effective solutions in the space relative to usage.

We're always here to help if you'd like to revisit the conversation and see if there's a better plan fit. And if not, we still truly wish you and your business all the best.

Hi there – we’re genuinely sorry to hear this is how you’re feeling. We reached out more than five times to try and find a solution tailored to your account, and while we won’t share specifics for privacy reasons, we can say that based on your usage level, the current pricing is still a fraction of what several larger competitors would charge for comparable features and volume.

Our goal has always been to help creators and businesses succeed, and if another platform is doing that better for you right now, we truly wish you the best. That said, we’ve had many customers who’ve tried other options and ultimately returned—we’d be happy to welcome you back if things don’t work out elsewhere.

All the best,
The SendOwl Team