Transcy: KI‑Sprache übersetzen

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 there,

This is Saha. I’m truly sorry to hear about your experience and completely understand your frustration.

According to our records, your refund request was submitted on Feb 23, and I responded the same day, offering to investigate the issue and identify the root cause. In that message, I also sent a collaborator access request so we could review your store more thoroughly. The email was opened, but we didn’t receive a reply. I followed up again on Feb 24, which was also viewed, though we unfortunately didn’t hear back.

At the moment, I can see that the Transcy app is still installed on your store. I just wanted to check if you’re open to continuing with us, I’d be more than happy to personally assist in resolving the issue and ensuring everything works as expected.

If you’d prefer not to continue using the app, we can absolutely review your case and consider a refund for the remaining unused period

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,
Saha
Transcy by FireGroup Technology

Hi there,

This is Ben. I'm truly sorry to hear about that and understand how frustrating unexpected billing can be.

Regarding your concerns, as follows:

1. Our pricing was updated on Sep 4, 2025 and applied to all users. Notifications were sent via email and in-app, though they may have been missed.

2. On Jan 26, 2026, your store upgraded to the Cross-border plan with extra resources, adding about $189. Please note that only the store owner can approve charges via Shopify, not Transcy.

3. On Mar 15, 2026, the plan was downgraded to Continental, and Shopify will automatically prorate the unused amount.

4. If anything is unclear, I’m happy to clarify further. 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.

Hope to hear from you soon

Best regards,
Ben
Transcy by FireGroup Technology