Upsell & Cross Sell — Selleasy

We see that there has been a misunderstanding. We do not charge $6.99 for every 100 orders in a billing cycle. The maximum our app can charge in a billing cycle (30 days) for your store is only $12.99. Since you had tried our app on November 21, 2022, our app charges only $6.99 for 101–600 orders or $12.99 for 600+ orders in a billing cycle.

The two $6.99 charges are for two different billing cycles.

November 5, 2024 – December 4, 2024
In this cycle, the 101st order was received in the store on December 3, and so a $6.99 charge was initiated.

December 5, 2024 – January 3, 2025
In this cycle, the 101st order was received in the store on December 10, and so a $6.99 charge was initiated.

Shopify collected these two initiated charges for two billing cycles on January 1, 2025. The charges are exactly what has been advertised, which you can verify in the Help section of our app. Even if you receive 499 orders in a billing cycle, the charge would still be only $6.99.

We have reached out to you via email with more detailed information. Hope we can resolve this sooner.

We regret any inconvenience caused. Previously, we identified that the issue was caused by custom field validation on your store's cart page. While our cart add-on pop-up triggers the validation after clicking "Continue," it caused the checkout flow to be stuck. The fix we applied was for all offers in the store and was tested on multiple devices. If the problem persists, we kindly request you to reinstall the app and contact us with the app in a disabled state for further investigation. Changes to the theme or products may have impacted the previous fix.

We have also sent you a detailed email. We hope to get a chance to resolve this sooner.

Apologies for the inconvenience you faced after changing your theme. We're sorry for the support lapse and the chat ending prematurely. This was due to a high chat load at that time. We did check your store now, and we think the root cause of the issue might be the app not being enabled in the Theme's App embed. We have reached out to you by email with more information. Hope we are able to connect with you soon.

We apologize for any confusion during the chat conversation. Due to high support traffic, our responses may not have been as clear as intended. Our pricing model is based on total store orders, and we strive to keep this information as transparent as possible everywhere. We are continuously working to improve our customer support and app experience. Hope we get to serve you in the future.

We would like to let you know that there has been a misunderstanding here since for any store the date we initiate the charge on our end and the date on which Shopify obtains the billed amount from you will vastly differ. We have explained this in detail along with exact billing cycle dates and the respective charges for them in the email. Also as a gesture of goodwill, we have refunded the extra amount of $7.99 even though it was charged for the Oct 19 - Nov 17 billing cycle and the app was uninstalled only on Dec 6.

We trust our email clarifies Shopify's billing process and resolves any confusion. If there are any further queries, please feel free to reach out to us anytime.

We regret the inconvenience caused. We believe the issue might be related to the browser cache. A more detailed explanation from you would help us investigate this on our end. We have also sent you a brief email. We hope we can connect and resolve this if you decide to try our app again.

First apologies for any inconvenience we may have caused. Unfortunately we are unable to check the root cause now as you had uninstalled the app, and from your email we realize that you don't want us to contact you back.

It's really sad that we are unable to resolve this, but please do let us know in case you change you mind - our team will be glad to setup the app to perfectly suit your store.

Abishek
Cofounder, Selleasy.