Sufio: Professional Invoices

Thank you for your review. While it’s sad to see a negative response despite our genuine efforts to explain the billing process in detail, we do appreciate the opportunity to clarify matters further.

As mentioned in our email correspondence, Sufio did not charge you €160. This figure represents the total of your Shopify bill, which included fees from four other Shopify apps as well as your Shopify plan.

Sufio’s charges are processed via Shopify’s billing system, which operates on 30-day billing cycles. Based on your account history, there were eight plan changes within a single billing cycle. When this happens, Shopify prorates the charges to ensure you’re only billed for the days remaining in the cycle. Any overcharges are automatically offset by app credits (discounts) applied by Shopify, which reduces your overall cost. These adjustments are accurately reflected in your Shopify account and on the bill in question.

We do hope to restore your confidence in us. Should you decide to give Sufio another go, our team would be happy to assist you with any questions or setup requirements to ensure a seamless experience going forward.

Thank you for taking the time to share your feedback. We’re truly sorry to hear that you’ve found our interface frustrating and that our platform hasn’t fully met your expectations. While many of our users appreciate the simplicity and minimalist UI we strive to provide, we understand that everyone’s needs are unique.

Given that we haven’t received an inquiry in our Support mailbox regarding the issues you mentioned, we'd like to address them here:

1. Searching by order or invoice number: This functionality is available and can be accessed on the Filter page. If you’d like guidance on how to use this feature, our team would be happy to assist.

2. Pricing: We completely understand how important value is for your business. Our goal is to provide robust functionality and reliable service to support businesses worldwide. That said, we recognize that requirements vary, and we’re always open to hearing suggestions on how we can better meet your expectations. If you could share more about your specific needs, we’d be happy to explore how Sufio can better support you or even discuss custom pricing options. We’re also available for a quick call to better understand your challenges and provide tailored recommendations.

Please don’t hesitate to reach out to us at support@sufio.com—we’d love the opportunity to assist you further and improve your experience.

Thank you for sharing your feedback. We sincerely appreciate your loyalty over the past 5 years, and we're truly sorry to hear that you're considering moving to another provider.

It's unfortunate that despite our efforts to assist, we weren't able to connect with you to resolve the issues you encountered. We reached out several times, hoping to provide the necessary support and solutions. Had we been able to communicate more effectively, we would have gladly discussed options that better suited your needs.

Regarding the email sending issue, we want to clarify that it was not caused by a Sufio system error. The problem arose after a strict DMARC policy was implemented on your domain. Because Sufio sends emails on your behalf, this policy requires specific authorization to allow us to continue doing so. We offered solutions to address this, but unfortunately, we didn't receive a response.

We hope your new provider will be able to meet your expectations and provide the service you need.

Vielen Dank, dass Sie sich die Zeit genommen haben, uns Ihr Feedback mitzuteilen. Wir schätzen Ihre Treue über die letzten 5 Jahre sehr.

Es tut uns leid, dass wir trotz mehrmaliger Versuche, mit Ihnen in Kontakt zu treten, die Probleme nicht gemeinsam lösen konnten. Wir haben uns mehrmals gemeldet, um Ihnen Unterstützung und Lösungen anzubieten, und wir hätten gerne eine Möglichkeit gefunden, die für Sie besser funktionieren würde.

Bezüglich des Problems mit dem Versand der E-Mails möchten wir klarstellen, dass dies nicht durch einen Fehler im Sufio-System verursacht wurde. Das Problem trat auf, nachdem eine strenge DMARC-Richtlinie für Ihre Domain implementiert wurde. Da Sufio E-Mails in Ihrem Namen versendet, erfordert diese Richtlinie eine spezifische Autorisierung, um den Versand fortsetzen zu können. Ohne diese Autorisierung können die E-Mails blockiert werden. Wir haben Lösungen angeboten, wie Sie Sufio für den Versand autorisieren können, aber leider haben wir keine Rückmeldung erhalten.

Sollten Sie in Zukunft Unterstützung benötigen, stehen wir Ihnen gerne zur Verfügung.

Hi Florian,

Sorry again for this issue.
As per my most recent email, we have now deployed a fix for this problem, and corrected your invoices so that you can use them for your records.

As mentioned, we have also refunded everything you paid to us and put your account on a 1-year free plan so that when you need to access those invoices, you can do so at no charge.

Unfortunately, we are just a small team, and although we try our best to get things fixed as quick as possible, we don’t always have the resources to get these things sorted as quickly as we would like.

We must make it absolutely clear that this was a technical issue not a compliance problem.
It was a human error during the implementation of the formula which calculates the taxes and discount, which we have now fixed.

It was not an attempt to defraud or or deceive you, or our other users, about the level of legal compliance of Sufio invoices.
We undertake regular compliance reviews in co-operation with Accounting firms in multiple countries to ensure that Sufio stays complaint with current legislation, and we take our claims of compliance very seriously.

I hope that you will trust us that our intention was not to act fraudulently, and we hope you will continue to use Sufio going forward.

Thanks for taking your time for the review.

We are deeply sorry about the inconvenience that you have encountered while using our service. If you are not happy with the functionalities we provide, we gladly give you 100% refund on your purchase.

Please bear in mind that while we offer a free 14-day trial, you are only charged upon your approval at the end of the trial period. Without it, we cannot proceed any payment.

As our users satisfaction is our utmost priority, we are always doing our best to offer seamless and pleasurable experience to all our clients. In case you'd like to give us another shot, we offer our assistance to set up your account to your liking and get you started for a successful journey with us! :)

Hi Audrey, we are so sorry you have had a bad experience!
We actually did not receive any of the messages you sent us. It turns out there was a bug in our email processing service which caused your emails to bounce, so we didn't find them until we investigated today following your review.

We definitely can help you out with some template customizations, and also to re-label "Invoice". That's no problem.
If you can try again to write to us at support@sufio.com (try directly from your email client, rather than through the app, just to be sure) with exactly what you need, we'll do our best to help you out.

We will also be glad to give you another 14-day free trial if you re-install, since you didn't get to make use of your initial one.

Apologies once more, and we hope you consider giving Sufio another shot.

Thank you for taking your time leaving your honest review here. Our users' satisfaction is our utmost priority and so seeing you unhappy with us makes us very concerned.

Kindly note we are Shopify's third-party invoicing app rather than its own native platform. That said, there is only so much we can affect on Shopify's end. Please bear in mind it is Shopify's internal decision to choose their subscriptions pricing and where they let us put the VAT field. Currently, according to their policies, it is the Cart Page for all subscriptions and the Checkout Page for Shopify Plus customers.

While understanding it is not an ideal placement for all, we make this information public on our website (https://sufio.com/articles/shopify/taxes/vat-eu-shopify/vat-exempt-eu/checkout-page/) Therefore, we are transparent about our limitations, which, again, have been determined by Shopify's policies we unfortunately have no control over. It is our deep regret that such a miscommunication has happened.

Our mission is always do our best to find the perfect solution for all our clients, and so please accept our assistance, which we have offered to you via a personal email. Although changing Shopify's internal settings is beyond our power, it is within our field of expertise to help you collect your clients' VAT numbers right across their customer journey. Let's chat and see what result we can achieve together.

Thank you for your understanding.
Michal from Sufio Support

Hi there,
We understand it is frustrating, but unfortunately this is simply how Shopify calculates prices when VAT is included.
It is not something that Sufio can have any affect on.

We try to explain this a bit in our article: https://sufio.com/articles/shopify/taxes/tax/include-exclude-taxes-product-prices/