SKU IQ for TikTok Shop or POS

We’re sorry to hear that you had such a frustrating experience, and we truly regret that things didn’t go as smoothly as you hoped. Your setup involves a highly custom configuration—using SKU IQ to map Clover inventory to Shopify with alternate color names—which is very different from how the platform is typically used. This introduced some complex syncing behavior that we worked hard to understand and support.

Upon learning about the challenges you were experiencing, multiple members of our team—including our CEO—got directly involved. We scheduled several live support sessions to walk through your configuration in detail, made adjustments on our end to help minimize sync conflicts, and trained your team on the additional manual steps necessary to maintain your unique workflow.

We also issued a full refund and extended a free year of service to make up for the inconvenience.

We believe in transparency, and while we respect your right to share your experience, we do want to clarify that we have done our best to provide a positive support experience. We discussed targeted fixes that aligned with your custom workflow and offered ongoing support to help implement them. This would involve manually adjusting a large portion of your catalog as unfortunately that would be the only way to preserve your unique color and size requirements.

We appreciate your many years as a customer and are continuing to assist and be available as needed. We wish you and your business the very best.

We're truly sorry to hear about your experience and want to assure you that this is not how we aim to support our customers. We are attempting to contact you urgently. After thoroughly checking our records, we were unable to find any cancellation request, email communication, or billing support ticket associated with your account. Additionally, the phone number you mentioned is outdated and no longer in use. Our current phone number has recently changed and is 415-854-0486. Thank you for pointing out that the old number is no longer routing properly - we've corrected that immediately!

We take issues like this very seriously and are committed to making things right. We would appreciate the opportunity to connect with you directly to review your case, address any concerns, and ensure a fair resolution. We've reached out to the contact information on file for your account and hope to talk to you soon!

Thank you for choosing SKU IQ! We're glad our flexible product creation options met your needs. We understand that setup can sometimes be a challenge, and we appreciate your patience—our support team is always here to help. If there's anything else we can do to make your experience even better, don’t hesitate to reach out. Welcome aboard!

We're really sorry to hear about your frustrating experience and want to help resolve this as quickly as possible.

However, after a thorough search, we were unable to locate your account in our system. It's possible there may be a mix-up with another app, as SKU IQ provides direct integrations between POS and eCommerce platforms, and we’re careful to ensure users have full control over their subscriptions and cancellations.

To assist you right away, please reach out to us at support@skuiq.com with the email associated with your SKU IQ account or any relevant information. We take feedback seriously and are committed to ensuring a smooth experience for every user — even in cases where there may be confusion or mistaken identity.

Thank you,
The SKU IQ Team

UPDATE: We were able to locate your records and see that we sent instructions to uninstall the Shopify app which is where the billing happens in November of 2024. This email was opened the same day. In order to halt billing for services paid for by Shopify marketplace billing, the Shopify app must be uninstalled. It seems this didn't happen until recently and that is the reason for the continued billing. We're sorry for the inconvenience but can confirm that the billing should not continue.

We're truly sorry to hear about your recent experience and understand how frustrating it must be—especially during peak season when your business needs to run at full speed. Please know that we take your concerns seriously and are actively working to resolve the issues you've raised.

We’ve been trying to connect with you to move things forward, and it looks like we've had a bit of trouble reaching you. If you’re able to respond to our latest outreach, we’re standing by and ready to assist as quickly as possible. Your satisfaction and success are incredibly important to us, and we’re committed to making things right.