Transcy: AI Language Translate

Hi there,

This is Brian, and we sincerely apologize for the frustration caused.

Regarding your issues, as follows:

Hreflang: Shopify automatically generates hreflang tags. Transcy focuses on translating content to work within Shopify’s SEO structure, we do not override its core hreflang system.

Ghost code / 404 errors: We’re unable to identify the issue based on the current details. Please reinstall the app and share specific URLs or reports so we can reproduce and investigate properly.

Cleanup tool: When the app is fully uninstalled, injected code is designed to be removed automatically. If any leftover code remains, please contact us and we’ll review and clean it up.

Shopify Markets & SEO: Transcy supports multilingual content management, but search rankings depend on many external factors beyond our control.

We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support.

Looking forward to your reply.

Best regards,
Brian
Transcy by FireGroup Technology

Hi there,

This is Cris. We’re truly sorry to hear about your experience and understand how frustrating this must have been.

Regarding the translation quality and glossary rules, Transcy processes content through the selected provider (such as DeepL), but glossary behavior and partial translations can be affected by sync status, cache, or rule configuration. That said, this is not the experience we aim to deliver.

We take your feedback about bugs, UI, and support quality very seriously. If you’re open to it, we’d appreciate the opportunity to review your specific case in detail and identify exactly what went wrong. We’re committed to investigating thoroughly and providing a proper resolution rather than leaving things unresolved.

We also noticed that one of our team members is already assisting you via email. Please feel free to let them know if you need any further support.

Best regards,
Cris
Transcy by FireGroup Technology

Hi

This is Kane. We’re truly sorry to hear about your disappointing experience and appreciate you taking the time to share this feedback.

We understand your concerns regarding the price-performance balance and the translation results. Our app is built for merchants who need advanced automation and scalability, but we acknowledge that it may not meet every store’s expectations in all scenarios.

Regarding customer support, we sincerely apologize if you felt unsupported. While our AI chat is designed to provide quick assistance, we do have a human support team available. A member of our team is currently reaching out to you directly via email to better understand your situation and provide personalized assistance.

We genuinely value your feedback and would welcome the opportunity to review your case in detail and see how we can help resolve the issues you encountered.

Best Regards
Kane
Transcy by FireGroup Technology

Hi there,

This is Brian from Transcy. We’re sorry to hear about your frustration and would like to clarify several important points for transparency and fairness to other merchants.

- Regarding the claim that the app “stopped working for over 7 months”:
Our records show that you first contacted us about this issue approximately 9 months ago. Our support team replied multiple times (on 19 April, 2 May, 9 May, and 16 May) with investigation results and clear instructions to resolve the issue. Unfortunately, we did not receive any response, which prevented us from proceeding with the fix.

- Regarding SEO ranking concerns:
Transcy is primarily a translation app, designed to help merchants localize content and also SEO elements (such as meta titles, meta descriptions, and URLs) across multiple languages. SEO performance, however, depends on many external factors beyond any single app, including Google algorithm updates, site structure, content quality, backlinks, competitors’ activities, and overall store performance.
Without concrete data or continued collaboration, it is not possible to conclude that a drop in SEO ranking was caused by the app alone.

- Regarding billing and the refund request:
Like all Shopify apps, subscriptions are billed automatically as long as the app remains installed and active on the store, regardless of usage or ticket status. Since the app remained installed during this period, charges continued according to Shopify’s billing rule

- Regarding app functionality:
While admin access currently requires approval of a new pricing plan, the app itself has continued running on your storefront, and the language switcher has remained visible and active.

We also informed all merchants about our new pricing plans well in advance via email and in-app notifications, though it’s possible these messages were missed.

Despite the above, we still offered special launch pricing as a gesture of goodwill for being a long-term customer. Our team remains available should you wish to resolve this constructively.

One of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support, we’re more than happy to assist

Best regards,
Brian
Transcy by FireGroup Technology

Hi,

Here's Aiden. We're truly sorry to hear that your experience with Transcy has been frustrating. This is certainly not the level of performance or support we aim to provide. Your feedback regarding translation speed and support responsiveness is very important to us

We also noticed that one of our team members is already assisting you via email. Please feel free to continue working with them and let us know if you need any further support. Our team will do their best to review your case and help resolve the issue as quickly as possible.

Regards,
Aiden
Transcy by OneCommerce

Hi sir,

This is Kane

We’re sorry to hear about your experience. At the moment, we’re not entirely sure what you mean by “not working on Mac.” Could you please share more details about the issue you encountered so our team can better understand and assist you?

We’d be happy to look into this and help resolve it as soon as possible.

We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support.

Best Regards
Kane
Transcy by FireGroup Technology

Hi Pasquale,

This is Ben. Thank you for your feedback. We’re sorry to hear that the Italian translation didn’t meet your expectations. At the moment, we’re not fully clear about the specific translation issue you encountered, so we’d really appreciate it if you could share a bit more detail.

We also noticed that our colleague Mary previously assisted you with a Market-related question, but the translation concern wasn’t mentioned at that time, so we may have missed the opportunity to address it earlier.

We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support.

Best Regards
Ben
Transcy by FireGroup Technology