Transcy: AI Language Translate

Hi there,

I'm Jess from Transcy - Translate Language and Convert Currency Customer Support Team and we sincerely apologize for the inconvenience caused to your store.

As I have checked your case and seen that you accidentally choose your collection page to translate, unfortunately this page has too much words, so your available words run out. However, our app has not yet the function to stop translation once you press the button "translate", also the translated words cannot be reverted.

For your case, firstly I would like to recommend that you can buy more words to translate. Secondly, if the translation does not reach your expectation, you can edit it manually from our app.

Since you uninstalled our app already, could you please consider to reinstall our app and let us have a chance to support you with the highest priority Besides that, you are having an active chat with my colleague, please let them know if you need further support.

Looking forward to hearing from you soon.

Best Regards
Jess
Transcy - Translate Language and Convert Currency

Hi Patrik,

Here's Miranda from Transcy - Translate Language and Convert Currency Customer Support Team and we sincerely apologize for this inconvenience caused to your store.

Regarding to your issues as following:

Firstly, the loading speed of back-end, it depends on how many pages as well as languages you're translating, it means the more pages or languages you have, the slow loading speed it should be. As your store has around 1000 products, it's hard to avoid the slow loading speed, however we will take this disadvantage to optimize the loading speed from back-end for store with a huge amount of products as well as different kinds of pages

Secondly, to find your words on homepage, unfortunately it does not have a search bar to find the word to edit, however you can find it by pressing ctrl+F as a temporary way. Meanwhile the functions including search bar, replace translation are on our roadmap and will be released soon.

As I have seen that my colleague has sent you a follow-up email, please let me know if you need further support. Looking forward to hearing from you soon.

Regards,
Miranda
Transcy - Translate Language and Convert Currency

Hi Sam,

I'm Brian from Transcy and we sincerely apologize for your unexpected experience with us.

Regarding to your main concerns as following:

1. For unexpected support from our agent, we personally talked directly to them in order to avoid it in the future. Also please believe us that single conversation does not reflect the whole support and product quality we have built for years, and we highly appreciate your understanding on this situation

2. Based on your feedback about our app, we will recheck carefully and improve it in the right. Also, we have seen that one of our colleagues is following your case, he gave you a clear explanation, please kindly check your email and let him know if you need further support.

Regards,
Brian
Transcy by OneCommerce

Hi Victor,

This is Amanda from Transcy - Translate Language and Convert Currency Customer Support Team. I sincerely apologize for this inconvenience causing to your experience.

For your bad experience with our support, she has been realized her mistake when she usually asked you to get review while your issue has not been resolved yet and I will make sure that it will not happen again, so I highly appreciate your empathy in this situation.

Secondly, if our translation did not reach your expectation, you can totally edit the translation in-app. May I know you have ever edited your translation?

I have seen that my colleague has sent you follow-up emails, please let them know if you need further support.

Regards,
Amanda
Transcy - Translate Language and Convert Currency

Hi Cleo,

I'm Sarah from Transcy and we're deeply sorry for your unexpected experience with us.

Regarding to your main concerns as following:

1. For unexpected support from our agent, we will recheck their work carefully and have a proper training for them in order to avoid it in the future. Also please believe me that single conversation does not reflect the whole support and product quality we have built for years, hope you sympathize for us

2. For your case, we're checking on your issue, unfortunately you uninstalled our app, please let us have a chance by reinstalling our app. We have seen that one of our colleagues is following your case, please kindly check your email and let him know if you need further support.

Regards,
Sarah
Transcy by OneCommerce

Hello Juliana,

I'm Kate from FireApps Customer Support Team, and I am very sorry for the inconvenience caused to you.

First of all, please be advised that Transcy uses Shopify payment system. The way this system works is when you had installed our app with a paid plan, uninstalled and then re-install again within the next 30-day, you need to approve the charge again, but it won't charge you again in real. Therefore, our agent already informed that you won't have to pay for the 2nd or 3rd time you approved the charge. Also you can check this statement with Shopify support team since they are in charge of issue billing.

Secondly, if you get double/triple charge on your Shopify billing, please keep in mind that this is unexpected situation. Please do not worry, and we will refund the second/third charge for you without any hesitance. Also please check this article for more details: https://help.fireapps.io/en/articles/4237111-with-a-paid-plan-will-i-be-charged-again-when-doing-uninstall-and-re-install-transcy-app

Next, you can translate any pages which are in your higher priority in case your available words are not enough for whole your store. Just simply choose which pages you want to translate, instead of translating all of them.

Furthermore, when you choose "Translate all", our app will start translating all pages, and it will stop when your available words are not enough. The translation progress cannot be undo, and as a result, we highly recommend you to check, and estimate your website content before choosing which pages or all to be translated. You can get more information in this article: https://help.fireapps.io/en/articles/4240462-what-are-the-meaning-of-translated-words-and-available-words

Last but not least, since we are having an active conversation, please feel free to reply back to me there.

Regards,
Kate

Hi Alexander,

This is Carrick and we sincerely apologize for this inconvenience causing to your experience

In relation to your issue, we have noted this point and will take it into consideration to improve in the right way. Once again, please accept our apology for this unexpected experience with our app

We have seen that one of our colleagues is reaching out you, but unsuccessful, please kindly check your email and let her know if you need further support.

Regards,
Carrick
Transcy by OneCommerce

Hi Sam,

I'm Stephen from Transcy and we sincerely apologize for your unexpected experience with us

Regarding to your main concerns as following:

1. Through this unexpected situation, we will recheck the relevant agent and have a proper training to avoid this in the future, so we highly appreciate your empathy

2. Because you uninstalled our app, so it's hard for us to check further, please consider to reinstall our app and let us have a chance to support you with the highest priority. Also, we have seen that one of our colleagues is following your case, he gave you a clear explanation, please kindly check your email and let him know if you need further support.

Regards,
Stephen
Transcy by OneCommerce

Hi Sebastian,

Here's Keisha from Transcy - Translate Language and Convert Currency Support Team and please accept our sincere apologies for the inconvenience you may have experienced with our app.

In relation to your concern as following:

1. The first concern is that "translation takes a while", it depends on how many pages as well as languages you're translating, it means the more pages or languages you have, the slow loading speed it should be.

2. Through your case, translated words cannot be reverted, however, we're flexible to revert your words without cost. For your case because of your mistake, but we still would like to revert the translated words. Particularly, we would like to inform that we have just released a big update that you will have unlimited words to translate, so you do not need to worry about missing words to translate.

As we have seen that our colleague has sent you a follow-up email. Could you please consider to reinstall our app and let us have a chance to support you with the highest priority?

Looking forward to hearing from you soon.

Best Regards
Keisha
Transcy - Translate Language and Convert Currency

Hi Vasilis,

This is Amanda and we're deeply sorry for your unexpected experience with our app

Regarding to your concerns as following:

1. On the behalf of my team, I personally apologize because of this inconvenience and it made you feel disrespectful. Through this unexpected situation, we will recheck the agent and have a proper training to avoid this in the future, so I highly appreciate your empathy

2. For leftover code when removing our app, as usual once you uninstall our app, our core code will be removed as well, however if there's still the leftover code, you can contact us for further help or refer to our article with the title "How to remove leftover code after uninstalling Transcy?" in Help Center

3. For the main issue with changing font for target language, unfortunately it's not yet on our app, however I appreciate your suggestion and investigate to find a relevant solution for future update. Right now, our just translates the language from your default to target language, for the font of target language, it will be kept the same as original font. Hope this will clarify your concerns.

Should you need further support, please let us know as soon as possible

Regards,
Amanda
Transcy - Translate Language and Convert Currency