TxtCart AI: SMS Marketing

Our Starter plan is $29/month, as advertised. Messaging usage is billed separately based on messages sent, with rates disclosed on our pricing page, during plan selection, and within the app.

In this case, the merchant enabled the Winback Flow, which automatically messages subscribers 90 days after they enter the flow. Because a large existing subscriber list had been imported, many subscribers reached that 90-day point around the same time. The enabled flow sent messages to those qualifying subscribers, resulting in the additional usage and charges.

These were not hidden fees or an increase to the $29 platform fee. They were messaging charges generated by an automation enabled on the account.

We understand the volume may have been unexpected and are reviewing additional safeguards around imported subscribers and high-volume automated sends.

We also want to clarify that while we ask customers to share their experience with TxtCart, we never require or ask customers to leave a positive review.

We're sorry to hear about your experience, and we appreciate you taking the time to share your feedback.

As our team explained, the issue your store experienced was caused by a problem outside of TxtCart's control. Even so, we have already issued a full refund for the charges out of appreciation for your long-standing business with us.

Since the original payment was not made in cash, our team issued app credits instead. We also contacted the Shopify team directly, and they confirmed that the credits were split across two separate unpaid bills, which we understand may have added to the confusion. All of these details are included in the messages our team has already sent you.

We're committed to giving you the level of support you deserve, and if you could respond to our team's messages, we're confident you'll see that this has already been taken care of.

We look forward to continuing to support your business.

Thank you! Our support team works hard to be there when you need them, so this means a lot to us. We're glad you're having a great experience!

Thank you for your feedback.

As our Support team explained, you're not being billed based on revenue. Your revenue and tags are there to help you understand the influence TxtCart had on your customers' journey, but they're just for informational purposes. They're not tied to your billing in any way.

The charges in your bill are your subscription fee and the cost of the messages that were sent to your customers. That's it.

Our team has reached out to offer a courtesy call to explain how the billing works and clarify any confusion.

We appreciate your feedback and sincerely apologize for the frustration you've experienced.

I'd also like to address some of these concerns:

Regarding the charge, we've already issued a refund and, as our support team mentioned, the issue that caused it is currently being investigated and will be fixed soon.

We're definitely not a beta app. We've been servicing thousands of merchants like yourself for over 6 years (as a matter of fact, our 4.0 version will go live in January 2026).

Our app doesn't send "phantom emails". We're an SMS-first app, and all messages sent by our flows are logged. They can be seen and reviewed from your Conversations tab, and you can also interact with those customers via our Inbox feature.

Once again, we're really sorry that you experienced an issue. If you need additional assistance, please do not hesitate to contact our 24/7 support team.

The problem that you experienced was caused by a one-off issue that, thanks to your report, was immediately corrected.

Your account was unfortunately the only one affected, so we've gone ahead and issued a full refund.

We would also like to apologize for any frustration caused, and look forward to continuing to do business with you.

- TxtCart Team

Thank you for sharing your feedback. As TxtCart's founder, I feel it's important to address these claims directly as they are damaging to my business & false:

Our pricing model of which includes many plans, includes a $29/month plus 15% of recovered revenue generated by us. This is clearly stated on the app listing page here, our external websites pricing page, signup flow, and terms of service. We believe in full transparency and never charge unauthorized fees. In fact, 100% of our billing is done through Shopify billing which is white labeled stripe. It's borderline a requirement for Shopify apps. This means we rely soley on Shopify, and are given no power to issue any sort of unauthorized charges.

This merchant, was a TxtCart customer for over 6 months, and generated over $3.2K with our app at over a 5x ROI. Regarding refunds, our records show all charges were in accordance with our documented pricing structure. Our support team & Shopify maintains detailed logs of all interactions and we categorically deny any claims of unprofessional conduct or threats. This merchant reached out to Shopify who took our side in denial of refund, and thus resorted to publically defaming the company here unfortunately.

We take pride in helping thousands of merchants recover abandoned carts through SMS marketing, with an average ROI of 18x for our customers. Our 4.8/5 rating on Shopify from over 500 verified merchants reflects our commitment to transparent pricing and excellent service.

I invite anyone with questions about our service to contact me directly. We remain committed to helping merchants grow their business through ethical, affordable and effective SMS marketing.

Hello Rhoda, my name is Juan. I'm a Customer Support Operations Manager at TxtCart.

Merry Christmas and happy holidays!

I'm reaching out because I saw your review and believe there may be a misunderstanding. Although we have a no-refund policy, in the light of your specific circumstances we can definitely issue a full refund for you.

I also wanted to explain what might have happened to help you avoid similar issues in the future. Here's what I found:

It appears you signed up for a plan with a trial period, then uninstalled and reinstalled the app, and during the reinstall process, you selected a new plan. It's important to note that the trial period comes with only one installation to prevent abuse of the system. Since you had already used the trial on the first installation, the new plan wouldn't have another trial, and that's the reason why a charge was made. Also, you selected our annual Pro Plan, which is a one-time annual charge of $1,990 (instead of $199 per month). This plan effectively gives you two months free compared to the monthly option.

Regardless of the specifics, I sincerely apologize for the confusion and inconvenience. I'll be happy to process a refund for you once you email us back!

We appreciate your feedback and regret to hear about the challenges you've faced with our app. I assure you that we take such matters seriously, and I would like to address your concerns promptly.

Regarding the UK operations this feature is now LIVE as of 11/25.

Pertaining to your two charges, as promised, we had delivered you full refunds of both amounts no questions asked. It is a shame that you resort to defamation and spreading lies about how a business conducts itself and we will be further investigating this matter.

We are committed to transparency and accountability in our operations, and we would appreciate the same from you.

If you have any additional details or specific information that could assist us in resolving your case efficiently, please do not hesitate to share them.

Hi Team :)

We appreciate you taking the time to share your feedback, and we're sorry to hear about this. We take customer satisfaction seriously and are committed to resolving any issues you may be experiencing.

For context, we sent an email notifying all customers of this pricing change on their accounts over 30 days in advanced. Happy to offer you a refund of the $29.