Trackify Facebook Pixel,TikTok

Hi Pangama Jewelry,

Thank you for taking the time to share your feedback. I’m truly sorry to hear about your frustration with our app. I understand how important it is to have a dependable tool for your store.

It seems that we didn’t receive any direct communication from you regarding the issues you encountered. Our support team is always here to help and resolve any problems you may face. If you do experience any difficulties in the future, please reach out to us so we can assist you directly.

We are continuously working to improve our app and support services. Your experience is important to us, and we hope to have the opportunity to provide a better experience for you moving forward.

Best regards,

Cristal
Tech Support Manager

Hello Properkicks,

We are sorry you are experiencing issues with our application. As we know our app is generating the long-term token which usually last for 3-4 months. We believe this is a Facebook issue because of two possible reasons, either changing your Facebook password frequently or logging into multiple Facebook accounts and/or devices. We highly suggest you check with your Facebook support regarding this problem.

Hi Enrico Eyewear,

We are sorry that you went through this experience, but we have certainly not committed fraud. We had not received any payment from you, so we were unable to issue you a refund at that time. We applied a credit to your account to rectify this situation and will contact you to with evidence that the credit was applied.

Thank you very much for leaving us this feedback. This is Pushpesh, the Customer Success Manager with Trackify.

I want to extend my sincerest apologies for the negative experience that you had with our customer service. I understand your frustration due to the delay by the team in replying to you. I'm VERY sorry about this, it is not at all what we aim for.

We would like to schedule a live call with you so that we can look at the issue and resolve it right away. Can you please check your email and schedule a call at your convenience?

With that said, I understand that your concern was not handled properly, and we are going to take corrective steps to ensure that this situation does not repeat itself again. I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is a valuable part of that process.

Regards,
Pushpesh & the Trackify Support Team

Hello! Thanks for leaving us a message with your concern.

We understand the frustration and annoyance you have gone through when the team has not reached out to you on time.

We are so sorry about what happened here ( It is not normal with our app.)

The team has worked hard to get this resolved for you.

At the same time, I want to clarify Tanmay was especially working on your stores for solving all the issues. There might be just a delay in telling you the same. But we apologize for not giving you information on the time.

We really want to treat all our customers well and wanted to solve their issues as fast as possible.

If you think and feel that team has helped you in resolving your issues. I would request you to stay with us and we promise to offer you an A+ Service.

-Tanu & The Trackify Support Team

-----------------------------Original reply-----------
Hello friends at Inner Wisdom Store

Thank you for leaving us this amazing review! We appreciate the kudos! We will definitely extend your gratitude to our support team :-) We wish you great success!

-Melissa & The Trackify Support Team

Thanks for your honest review! We are always open for constructive suggestions and criticism that helps us improve our apps and our services. In this case, the point you are making seems slightly disingenuous, as the only recent interaction we had with you in our customer service tickets was a refund request which was submitted through Shopify support. We had to decline your refund request because you removed the app only a few days before the billing cycle ended for which you requested the refund. We are very sorry you feel bad about this, but we are applying our refund policy fairly to all users, and unfortunately cannot make any adjustments based on you leaving a bad review either.

As far as the "glitchy" comment, your last direct interaction with our customer service was about seven weeks ago. If you have actually noticed any problems we would be happy to address them with you in a ticket as we always do.

Shan: Thank you for your honest feedback! We always appreciate it when we can learn how to improve our app and our service. We are sorry that you had a bad experience with our help desk. The implementation of Server-Side events in Trackify is actually the easiest and most seamless in the industry. You literally just click a checkbox in the Pixel Engine page and it's done. Trackify was - again - first in implementing this cutting edge technology in Shopify, even before Shopify created their own basic pixel integration with "CAPI" as they call it.

And just like with browser pixel events, Trackify again has a cutting edge over the basic Shopify/Facebook integration with regards to the Server-Side events.

Since this technology is brand new, and Shopify has introduced additional confusion by merging the "CAPI" integration with sales channels and their "Facebook Marketing" app, our helpdesk wasn't completely up to speed yet to provide in-depth responses to your detailed questions that go beyond what we have in our help articles and videos.

But if you would like to come back to Trackify, we will be happy to have a screen sharing call with you and walk you through everything in detail.

Hi Dufty's Store,

We're sorry that you've had a bad experience. That said, we do disagree with some of what you've written here.

Regarding the Firefox issue, while there are sometimes minor browser issues, these can typically be resolved by refreshing pages/cookies. Additionally, we do have the capability of linking pixels with snapchat.

We have processed your refund; records indicate this occurred on August 18th. We would like to note that you did not contact us regarding the browser issue, or your concern regarding our ability to link pixels to snapchat, before posting the review. Our team has reached out to you as we do offer complimentary onboarding sessions. Please do not hesitate to reach out to us if you encounter any further issues.

Stephanie and the Customer Support Team

Mohamed Ashiq K.A.: We appreciate you taking the time to leave your review! Looking back through our in-app chat tickets with you, we can see that we spent hours with your questions and responded within the normal turn-around time every time.

Most of our users give us 5 stars, especially for our outstanding customer service.

As far as faulting us for offering advanced features that could be to your benefit we feel that it's every store owner's choice to select the service level they feel is most appropriate for them.

We'll be happy to continue to provide excellent service to you at any level should you choose to use our apps again.

Thanks for your review, Jonas! Sorry you weren't happy with our service. I went through all your customer service tickets from the past 10 days and they all refer to the catalog and feed builder feature of Trackify. There are in fact irregularities ("bugs") in Facebook concerning that feature, and we have done what we could to help you mitigate and resolve the issues you were facing.

Since there are some complexities involved with the catlaog in Facebook itself, we would be happy to assist in actually setting up the catalog to your liking in your Facebook account so you don't have to spend time figuring it out yourself.

The Trackify Feed Builder is one of the most powerful feed builder apps in Shopify, and is definitely up to the task of running great DPA ads. Besides that, it is only a side feature of our app.

We would invite you to take us up on our offer and appreciate your consideration of giving us an opportunity to change your review.