UpOrder

I am following up again regarding my previous request.

It has now been 17 days since my first message, and I have not received any response or seen any progress. This is very concerning.

I’ve been a long-time user of UpOrder and even left a 5-star review back in 2018. Unfortunately, my recent experience has been the opposite.

At this point, I have no access to real support:
• Chat appears to be AI only and does not resolve issues
• I sent multiple emails with no response
• I cannot find a way to reach a real person

The issue I raised is important:

With Shopify introducing Store Credit, your app currently does not support a proper email template. Customers are receiving a “refund” notification instead of a Store Credit message, which is misleading and creates confusion.

This requires a proper solution—a dedicated Store Credit notification template.

Additionally, I need clear guidance on how to reach your support team directly.

To be transparent, if I were a new Shopify user experiencing this level of support, I would likely choose to avoid this app entirely. I am disappointed, especially as a long-term customer.

Please respond as soon as possible and advise on:
• Store Credit email template support
• A direct way to contact your support team

I hope this can be resolved quickly.

Best regards,
Oleg Nikitenko
Global Seafoods North America

Quick turnaround time. Great customer service.

App works great and the team is really friendly. But not like, too friendly, ya know? I feel like they'd be the types of people that would want to pet my dog if I walked into a room with her but still able to hold an intelligent conversation without being too distracted by her cuteness.

Absolutely the worst now since it changed from Spently to this new group.
We have been with spently for 5 years, and had amazing ROI. Over the last week it seemed like something was wrong with our retargeting emails with spently, then to very quickly find out that it was taken over by another company. All of our emails looked horrible, not how they did on spently, and people were only getting the receipt emails and delivery. Thus costing us lost sales!! DON'T waste $99 monthly. Go to Orderly. Their system is very up to date with the times, and have many features.

We have been using this app to communicate with our customers with the added value of upselling our customer. Tina especially has been great to work with and her support has been nothing short of spectacular.

This app used to be great but these updated usage charges are ridiculous.

The Spently support team are also incredible, always easy to reach and very responsive. We love working with Tina, she's creating, friendly and so knowledgeable :)

Really user friendly! It's very easy to customize the templates, and the support team is very helpful. They get back to you fast, and are able to answer any questions you may have.

I've been using Spently for years, but hadn't updated the templates in awhile because I didn't really have the time to invest in redoing everything with their new template builder. Callum reached out and completely redesigned the templates for nothing, which was extremely helpful!

Spently is effective, easy to set up and worth the cost. They also have an excellent customer service with very quick response time.