Transcy: AI Language Translate

Hi there,

Here's Kane from Transcy. Thanks for your great review and your feedback about our support would be really meaningful to me. Rest assured that we will do our best to deserve your trust.

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If you have any questions or need help, feel free to contact us at any time via our live chat or email us at support@transcy.io

Regards,
Kane
Transcy by OneCommerce

Hi sir,

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

- We have realized that the situation you described, with the unexpected annual plan purchase and the subsequent issues with credits

- Upon reviewing your billing history, we've confirmed that you haven't been charged for Transcy since downgrading to the Monthly Growth plan on December 30, 2024. We are currently working with Shopify to understand why the downgrade was reported as unsuccessful on their end, as this may be the reason you haven't received the prorated credit

- We have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support.

Best Regards
David
Transcy by OneCommerce

Hi sir,

This is Bevis and we are truly sorry to hear about your frustrating experience and understand your anger about being charged the annual fee unexpectedly. We take your feedback very seriously

- While we're glad we were able to provide a refund for the 11 remaining months of your annual subscription, we understand that doesn't fully resolve the initial issue. The reason we requested you uninstall the app before issuing the partial refund is to ensure there are no further charges to your account once the refund has been issued. This prevents any further confusion or billing issues, however, we understand this can be perceived as unreasonable, and we'll be exploring more user-friendly ways to accomplish this in the future.

- We have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support.

Best Regards
Bevis
Transcy by OneCommerce

Hi sir,

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

- We want to assure you that we never intend to pass the blame; we always strive to understand the root cause of any issue and provide the best possible solution. In some cases, the issue might stem from factors outside of our direct control

- We've taken note of your specific concern regarding the lost translations. Just want to shed some light on why that might have occurred. When you switch to a new theme on Shopify, it's essentially seen as a completely different structure by the system, even if it's a duplicated theme. Each theme has its own unique ID and content structure. Therefore, theme-specific translations need to be redone when you change themes

- Although this doesn't solve the immediate problem, we hope it clarifies why this happened and we have seen that one of my colleagues has reached out you via email with clear explanation, please let them know if you need further support.

Best Regards
Brown
Transcy by OneCommerce