Transcy: AI Langue Traduire

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,

This is Ben. We’re sorry that your experience didn’t meet expectations, and thank you for letting us know

To clarify how translations work in the app: Google Translate does not use tokens, while AI-powered translations do. Your plan includes 500 free AI tokens per month, and unused tokens roll over automatically.

You can combine both options using AI translations for high-priority content and Google Translate for the rest to balance quality and cost. We’re happy to review your setup and suggest the most cost-effective approach if needed.

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

Best Regards
Ben
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