SyncLogic

This review is not representative of the truth and so inappropriate for a number of reasons.

The truth is we have been very responsive to your needs. We have been proactive in trying to reach out to you and address this before you were even aware it was an issue. We've made multiple attempts to set up phone or zoom call appointments with you. And we agreed to do custom engineering work for your individual needs.

1. The issue that you're complaining about is one that we brought to your attention in October. There are limits Shopify imposes on most shops if they go over 50,000 variants. You were sharing massive sets of products to your customers that pushed them all over 50,000 variants. We asked you to share less in October and you ignored our messages repeatedly. Finally you agreed to meet with us and we set appointments with you for full phone and video support. You stood us up on those appointments on two occasions and continued to sync so many products that it was a problem for your customers and a problem for us.

2. We have explained you are overworking the system. We allowed you to abuse our system for months and were exceptionally patient with your lack of responsiveness on the issues we brought to your attention.

3. After months of ignoring the issue we reported to you, abusing our system, and creating a problem for all your customers as well as for the entire SyncLogic ecosystem, you asked for us to write a custom code solution for your individual needs rather than use built in Shopify tools for putting a more curated collection of products together. And we said we needed a few weeks to make time for that because our engineering resources are fully engaged at the moment. We did not say to get with Shopify. We agreed to do the custom work you asked for. You didn't respond and discuss the timeline of engineering to your custom needs.

Proactive phone support. An offer to do custom engineering work. Tolerance for your abuse of our system and policies to the detriment of performance for all our customers. All for $19.99 per month and that's not good enough? You made hundreds and hundreds of sales via SyncLogic, so the platform actually made you money, and you say "do not waste your money?" and give us a 1 star review and say you got no support? You actively go out and try to hurt our business after all the support we gave you.

Thanks for uninstalling.

Sorry to hear you ran into issues. When you disconnect from a supplier, we pop up a dialog asking you what you would like to do with the products. There are options to leave the products alone or delete the products. If your preference of what to do with discontinued products on your supplier is the delete while you're connected, that will be the default when you disconnect. I suspect someone on your team didn't look closely at this step when your shop was disconnect from the parent shop. SyncLogic has a lot of options for managing your products so it always makes sense to have a backup in case you make a mistake. Glad to hear you had a backup.

Thanks for your feedback. We absolutely know we need to do better in terms of documentation and onboarding. We have been focusing on performance and accuracy and believe we've developed the best available balance performance, accuracy, and cost of any such application on the market.

We have some improvements in mind, and we're always thinking that as soon as we add better documentation it will be outdated, but we are planning on adding that soon as well and trying to keep it up to date.

You've been with us for a number of months, continue to be our customer, and it looks like SyncLogic has made all but a handful of your orders possible in that time. I understand that some particular lack of documentation must have been frustrating and led to this review, but I do hope you will consider what we have done well for you. We'd welcome any feedback you have on how we can improve the onboarding and documentation as we begin to dive into that.

- Shane

I am sorry for your experience. You previously used your free trial with us in November 2022, and we can't offer new free trials every time you uninstall and reinstall as you expected when we spoke. We issued a refund for your store for the full amount, and explained to you how we weren't able to offer another free trial to stores that uninstall and reinstall. We also responded within 4 hours of your initial contact and had full resolution to your request within 8 hours that included a full refund. All stores still receive a free trial on their first install.

Hi. Canceling SyncLogic is something that is done inside your Shopify admin. Just visit the apps section of your Shopify admin at https://abandoned-rhinestones.myshopify.com/admin/apps and hit Delete next to the app. This is how any app that bills through Shopify is uninstalled and also removes an apps authorization to charge you or access your shop.

There was an original email that went out when you installed to whatever email address you have listed with Shopify. I'm sorry if there was a delivery issue.

We hope you'll reconsider your review in that this is more of a general issue in how apps on Shopify are uninstalled as a whole rather than feedback specific to our app.