Transcy: AI Language Translate

Hi there,

I’m Brian. I personally apologize for your experience, and I understand how frustrating this must feel.

Please rest assured that we are committed to handling your case fairly, including providing a reasonable refund if applicable. However, before proceeding, we’d really like the opportunity to investigate the issue and fix the root cause, as the app should be working properly for your store.

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

Looking forward to hearing from you soon

Best Regards
Brian
Transcy by FireGroup Technology

Thank you for the kind words! Being there when you need us is what we're here for.

-The Transcy Team-

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. We truly understand how frustrating it is to encounter pricing and localization issues, especially when accuracy is critical for international markets. We sincerely apologize for the inconvenience these problems caused you.

Regarding the issues you mentioned:

The incorrect currency display and missing price separators have now been fully fixed.

We’re especially sorry that our support response time felt slow from your perspective. Even though our team did respond as quickly as possible, we understand that when issues impact your business, any delay can feel frustrating. Your experience is important to us, and we’re continuously improving both our support process and communication.

We genuinely appreciate users like you who report issues, as this helps us make Transcy more stable and reliable for everyone. If you’re open to it, we’d be happy to assist you further and ensure everything is now working as expected on your store.

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,
Brian
Transcy by FireGroup Technology

Thank you for the kind words! We'll make sure Anna knows she made a difference. We're always here whenever you need us.

-The Transcy Team-

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

Thank you! Glad the app has been easy to use and our team could be there when you needed them.

-The Transcy Team-

Hi sir,

This is Ben, and I am truly sorry for the frustration you’ve experienced. I completely understand how disappointing it is to invest time and money only to feel like things aren’t working as expected. Especially after multiple attempts and being patient throughout — that’s not the experience we want for you.

I can see that our support team is actively assisting you and has already begun providing relevant solutions to address the auto-translation issue you mentioned. We’ll continue working closely with you to pinpoint what went wrong and make sure you can use the app as intended.

Thank you again for your patience. We’re committed to getting this resolved for you.

Best Regards
Ben
Transcy by FireGroup Technology

Hi there,

Here's Oriana from Transcy. Thank you so much for your comments, we're really happy to know that you love our app & support.

In addition, using Transcy combined with general knowledge about e-commerce market via our OneCommerce blogs at https://onecommerce.io/blog/ which might be helpful for your business

Please, don't hesitate to reach us for any queries or concerns via our live chat or email us at support@transcy.io

Regards,
Oriana
Transcy by OneCommerce