Transcy: AI Language Translate

Hi Hamoodah,

This is from Emma from Transcy

Regarding to your concern, we understand the frustration this situation has caused, and we sincerely apologize for the delay in resolving your issue. It's a complex matter that requires the specialized knowledge of our development team, so it will take time. We've been closely monitoring the progress and appreciate the patience you've shown.

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,
Emma
Transcy by OneCommerce

Hi Jennie,

This is Emma from Transcy

1. Regarding to your main concern as broken website structure and SEO performance because you mentioned that our app translated URL handles by default. For this point, I am wondering you misunderstood, please let me make it clear that our app is not translating URL handles by default, once you press the button "Translate", there's a pop-up showing to ask what elements you want to translate, please kindly check it again

2. The stuck translation issue, this is a known issue that we're aware of, and our development team is still trying to improve it. Also because your store has a large amount of data, it takes more time to translate. In this case, we're willing to assist in translating the entire store in all languages for you from our back end

We have seen that one of our colleagues is reaching you via email, please kindly check your email and let him know if you need further support

Regards,
Emma
Transcy by OneCommerce

Hi there,

This is Brian and we personally apologize for any inconvenience causing to your experience

- We have realized you met some troubles starting using our app, then one of our colleagues have reached you via live chat and email as well but we still have not received your response

- To follow up your case, one of our colleagues is reaching out you via email again, please check your email and let him know if you need further support

Hope to hear from you soon

Regards,
Brian
Transcy by OneCommerce

Hi Pasquin,

This is Jack and we apologize for any inconvenience causing to your experience

- We understand your frustration, and we sincerely apologize that our previous solution didn't resolve your issue. We know how frustrating it can be to encounter a problem that persists despite our best efforts. It's important to us that you feel heard and understood, and we want to assure you that we're committed to finding a resolution that works for you. We've reviewed your situation carefully, and we're taking a fresh approach to finding a solution that addresses the core of your issue.

- We have seen that one of our colleagues is reaching out you via email, please check your email and let them know if you need further support

Hope to hear from you soon

Regards,
Jack
Transcy by OneCommerce

Hi there,

This is Saha from Transcy

- On the behalf of our team, we're truly sorry to hear that our app caused such disruption to your SEO efforts. It's clear that this has been a frustrating experience. We understand how important SEO is to your business, and we're committed to doing everything we can to make things right

- We have seen that one of our colleagues is reaching out you and guided how to handle this issue, please let us know if you need further support

Hope to hear from you soon

Regards,
Saha
Transcy by OneCommerce

Hi there,

This is Brian and we apologize for any inconvenience causing to your experience

- 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

- We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support

Regards,
Brian
Transcy by OneCommerce

Hi Gaurav ,

This is Brian and we're deeply for any inconvenience causing to your experience

- In relation to your main issue as your page was not indexed by Google. Please be advised that, our app specializes in showing translation on store font only, so whether the page is indexed or not on Google’s site, we’re not sure if it’s coming from our app, meanwhile we’re still investigating the root cause

- However in your case, I have seen the page with its suffix /de (https://etravelsim.com/de/products/truthahn-esim), it means once you switch the page from default language to other language such as German on this case or your page is automatically redirected to German page based on the corresponding location, its URL page will be https://etravelsim.com/de/products/truthahn-esim, also this format page is based on Shopify format, please refer to this article for more details (https://help.shopify.com/en/manual/international/international-domains/setting-up-unique-urls/hreflang-tags)

- As a temporary solution, please use this function “recommend” (https://i.imgur.com/Ne1fMPC.png) instead of auto switch language by location, this function means showing a recommendation popup of the location, language and currency, visitors are allowed to confirm and process to the correct

- We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support

Looking forward to hearing from you soon

Regards,
Brian
Transcy by OneCommerce

Hi there,

This is David and we apologize for any inconvenience causing to your experience

- For the Free plan, it will allow you to have 1 target language & currency at maximum. It means that besides your store's default language English, you can add one more target language with our app to translate. Therefore, you may have some misunderstanding about the app pricing and feature here

- Also in order to provide customer a quick look on how our app works with full features, we are happy to give you 7-day trial when you first install our app. So all new users could be free to test out all outstanding functions from Basic to Enterprise without being charged before going to the final decision to stay with us and use Transcy officially.

- We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support

Hope to hear from you soon

Regards,
David
Transcy by OneCommerce

Hi Adrian,

This is Kate from Transcy

First of all, I sincerely apologize for the inconvenience caused to you

At the moment, since you also use Shopify Payment and set up the currency on Markets, the currencies are managed by both Shopify Payment and Transcy.

I have explained to you how the currency works in each situation via our support ticket.

I am still looking forward to hearing from you so that I can provide a proper explanation based on your Shopify Markets' settings.

Regards,
Kate
Transcy by OneCommerce

Hi Digoy,

This is from Emma and we sincerely apologize for any inconvenience causing to your experience

In relation to your issues as following:

1. As you wanted to publish Portuguese, but unsuccessful and one of my colleagues has realized there was something wrong when doing it and asked them to wait for further investigation from Dev

2. For the main issue with the chat box on Mobile, for making it clear, although she had your access permission, she just accessed in app to check your language setting, she definitely did not touch anything on your theme, chat box as well as mobile code without your approval. Also she suggested by disabling the app temporarily to check whether it still existed or not. Finally, the root cause was probably coming from our app, however because of its urgent case and you uninstalled the app after that, so we have no chance to debug

3. As you mentioned about the conversation rate, we're depending on data from Google finance source, however our app is updating the rate daily at a certain time, not real time, so you may see there's a little bit fluctuation

We have seen that one of our colleagues is following your case via email, he gave you clear explanation, please kindly check your email and let him know if you need further support

Regards,
Emma
Transcy by OneCommerce