Transcy： 人工智能语言翻译

Hi sir,

This is Brian, and we sincerely apologize for the inconvenience caused to your experience

We noticed that you haven’t reached out to us directly about this issue yet. To clarify, once our app is uninstalled, all Transcy-related code is automatically removed from your store. However, in some rare cases, theme customizations or cached files might cause certain tags to remain.

To assist you further, we’ve just sent a new collaborator request so we can check everything carefully on your store. Please accept the request and let me know once it’s done, and our technical team will promptly investigate and help you clean up any remaining code.

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

Best Regards
Brian
Transcy by FireGroup Technology

Hi sir,

This is Saha, and we apologize for the trouble you've been experiencing.

1. Regarding the SKU issue on Oct 28, we confirm that we did not edit or change your source code — we only removed the variant’s translation in Transcy

2. For the banner issue, as one of my colleagues explained, our app only translates content from the default language and doesn’t support customizing images per market. That’s why the Dutch banner image wasn’t changed — we didn’t modify anything on your end.

3. About the image switching feature, could you please share a screenshot and storefront link showing how it worked before? This will help us investigate and clarify the cause more accurately.

Thank you for your patience and understanding.

Best Regards
Saha
Transcy by FireGroup Technology

Hi sir,

This is Ethan, and we apologize for the trouble you've been experiencing.

1. Regarding the language issue, our team checked your case and, from our previous conversation, it appears we were able to guide you through the steps and you confirmed that the problem had been resolved. We sincerely hope everything is now working smoothly on your end, but if anything is still not functioning as expected, please let us know — we’re here to help until it's fully resolved.

2. About the customer support experience, I completely understand why it felt unhelpful. Just to clarify for future reference, whenever you start a new chat, you’ll first interact with our AI assistant. We introduced this system because our human support team cannot operate 24/7, and the AI helps handle common questions quickly. When the AI cannot resolve the issue, the conversation is automatically escalated to a human agent.

That said, we acknowledge that our AI still has limitations, and I’m genuinely sorry that this affected your experience. Improving its accuracy and usefulness is one of our top priorities, and we’re actively working on strengthening both AI performance and overall support quality.

Best Regards
Ethan
Transcy by FireGroup Technology