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Please help me understand this. I thought that this was a way to bring new customers into the brand. But now I'm seeing that customers I paid for through Facebook ads have placed their first order through my site -- and a second order through Shop. How was Shop contacting my customer? How would this happen? Is Shop hijacking my customers and encouraging them to bypass my site entirely?
Hi there, thank you for taking the time to leave a review. The Shop app does aim to increase your brand's customer base through our curated collections and transparency with product reviews. It's also our objective to help build your existing customer relationships by allowing customers to track their orders and contact you easily if needed. There are emails sent to the customer from us so they are familiar with the app they have just used as well as for compliance. However, these emails would not be triggered by an order from Facebook. They may have already been using our Shop app for tracking. If that's the case, they may have re-visited your Shop store profile after their Facebook order synced to the app for tracking, and it encouraged another purchase.
Any email sent is in place to help support your customers and encourage sales through your store, and its worth is continuously reviewed. If you feel an email has disrupted your orders in any way then please reach out to us with the email's details by starting a support ticket here: https://bit.ly/3NehLrk
Thanks,
Noreena
Shop Support
App worked great for me for a few years, I get A chargeback that I show proof that My item was delivered, I did everything correct on my end, Shipping during the holidays is a pain. I showed proof when the item was sent and that the item was delivered to their door steps, And I get taken off of the SHOP app. My customer kept the item and that is fraud. I am out of money and out of an item. Now without a shopping channel because of an issue that was out of my control.
Hi there, thanks for taking the time to review our sales channel. I understand you've some frustrations about your account having issues relating to the eligibility.
In order to avail of features such as Shopping and Discovery in the app, we ask merchants to meet certain eligibility requirements. You will still be able to install and use the sales channel, and your customers can continue to track their orders, view recent orders and see the available contact information for your business.
Chargeback rate under 1% is one of the requirements as listed here https://bit.ly/3A4GLgJ .
The bank returns their decision in relation to chargebacks, and that is what we use towards the rate. We don't have any input in that decision.
If you'd like us to investigate if there was an error in relation to your chargeback rate, or advice on it, please don't hesitate to reach out to us by starting a support request via this link so that we can authenticate you on the account: https://bit.ly/3NehLrk.
If you wish to discuss the nature of chargebacks in general, and try and get some advice on how best to avoid them, please reach out to Shopify support here - https://bit.ly/3EgQp0N
Best wishes,
Brian,
Shop Support
Banned me for no reason at all. My chargeback rate is not above 1% at all. Also they won't display my product for god knows what reason
Hi there, thanks for taking the time to review the Shop sales channel.
Sorry to hear about your experience and trouble with eligibility for our Shop sales channel.
If you want us to take a closer look at your ineligibility circumstances, and to see if there's a way to rectify the matter, please contact us directly after logging in via this link on the Shopify Help center - https://help.shopify.com/en/questions/shop-app#/login so that we can authenticate you and investigate this for you right away.
If you were deemed ineligible for certain features, you should still be able to install the channel. Your customers will continue to be able to take advantage of order tracking, viewing recent orders and seeing the available contact information for your business.
Best wishes,
Brian,
Shop Support
Not had this long but won't let me edit my main shop page to change picture ect not good at the moment
Hi there, thanks for taking the time to review our sales channel. I understand you're running into issues with the customization of your store within the Shop app.
There's a guide on our help center which goes through the current options available to you in relation to this - https://bit.ly/41tPXqd . Please have a look and let us know if there's anything beyond that we might be able to assist with.
If you'd like us to take a closer look at your store in particular, please don't hesitate to reach out to us by starting a support request via this link so that we can authenticate you on the account: https://bit.ly/3NehLrk.
Best wishes,
Brian,
Shop Support
Can't even change the store header, random review ranking. So far, only problems.
Hi Arrtopia, thank you for taking the time to leave a review for the Shop sales channel. I am sorry to hear you haven't had a great experience so far, and I want to assist you with that. You can customize your shop preview in the settings for the Shop sales channel in your store admin. You can learn more about this in our Help Center here: https://shopify.link/N8L8. Please don't hesitate to reach out to our authenticated support team through the chat option in the Help Center for more support. -Shay, Shopify Support
we started with the app everything was going ok at first. We even had a few sales. Suddenly, no more sale, no more anything. After a lot of efforts, we were told our shop is not qualify. I have no clue why we are not qualify suddenly. Please someone explain.
Hi, mikanjomi.
Thanks for stopping by!
Unfortunately, through the app store, we are unable to view information regarding your shop not qualifying for the Shop app. I recommend reviewing our Shop Merchant Guidelines (https://shopify.link/LQpL) to ensure your shop complies with the merchant requirements and product restrictions. Additionally, you can get in touch with our support team via the Shopify Help Center (https://shopify.link/vRnL) so we can further investigate. -Victoria, Shopify Support.
I did not install this app. I saw it listed and wondered what the heck is Shop!? Why is this here when I did not install it?!!!
Hi there, thanks for taking the time to review our sales channel. I understand you've some frustrations about the sales channel suddenly appearing in your admin.
As mentioned here - https://bit.ly/42RJl6k , if your store meets the eligibility requirements outlined in the Shop Merchant Guidelines, then your store and products will automatically be listed in the Shop app and the Shop sales channel will appear in your Shopify admin.
The reason for the addition of the sales channel is to give you the power to control how your store appears within the app, or to remove your store from the app if you don't wish to feature in it.
You should also have received an email notification of this change in the past week or two.
If you have any other questions or concerns relating to this, please don't hesitate to reach out to us by starting a support request via this link so that we can authenticate you on the account: https://bit.ly/3NehLrk.
Best wishes,
Brian,
Shop Support
Super annoying that the Schedule Availability feature is not active on this Shopify developed app. All the other sales channels base availability on the inventory of the shop itself. But this app ignores the "Scheduled Availability" and ignores the stores inventory.
Kinda Dumb!
Hi there, thanks for taking the time to review our sales channel. I understand you have some frustrations about the current functionality of the Shop sales channel.
Future publishing - https://bit.ly/3ntkVzU, or scheduled availability is currently only available on the Online Store. It doesn't apply to any other sales channels yet, including the Shop sales channel.
We will certainly pass your feedback to our developers for consideration.
In the meantime, if you've any other concerns relating to the Shop sales channel, please don't hesitate to reach out to us by starting a support request via this link so that we can authenticate you on the account: https://bit.ly/3NehLrk.
Best wishes,
Brian,
Shop Support