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We rarely give a one star review. However, we are really not encouraging others to use this app because the free 50 orders a month is NOT referring to orders that were triggered with the sales bundle that were activated within the app.
Orders in our store that is NOT related to UFE prompts / funnel are also orders that they claim it their own to accumulate more than 50 orders so that they can earn from us, consumers.
This itself is very disturbing to SMEs because it is definitely reasonable to charge us per eyeball for activated prompts/ funnel but not for those orders in store that are NOT even using their app to facilitate upsell. Any random order are also placed into the count and we felt it was absolutely unfair for us.
When we came to read up reviews, we believed some merchants also had the same views as us and I totally agree with their unpleasant feedbacks.
One thing however, that worth the one star is their replies were of reasonable speed and that is the only one thing we think can praise them for. Hope they really do a proper revamp on their business model to not accumulate more negative feedbacks =(
Summary: This situation arose due to some confusion with our app’s order counting method, which led to your dissatisfaction with our pricing model.
Hi Fion,
I’m sorry to hear about the confusion regarding how our pricing model works, and I appreciate the opportunity to clarify things for you and others reading this.
Our pricing is based on the total sales volume of your store during a 30-day billing cycle, not just the orders generated by our app.
This includes all orders received in your store, which is why you may have noticed a higher order count than expected.
We understand how this could be frustrating, especially for small businesses, and sincerely apologize for any inconvenience this has caused.
It’s important to note that our pricing logic is designed to be fair and scalable, ensuring that smaller stores pay less or even $0, while larger stores contribute more based on their order volume.
This approach helps both big and small merchants maintain a positive return on investment (ROI). For example, merchants with 60 orders per month are billed $9.99, while those with 100,000 orders per month might see a charge of $249.99.
This can vary each month based on your store’s performance.
We do clearly mention this on our pricing page, and it’s also outlined when accepting a pricing plan. Unfortunately, it seems this might have been missed, leading to the confusion.
To address your concern, we’ve already processed a refund for the last month and offered an additional month of our service as credit. We hope this helps in making up for the inconvenience.
If you need further assistance or have any questions, please don’t hesitate to reach out to us at support@helixo.co or via our in-app chat.
We’re committed to providing the best service possible and would love the opportunity to continue working with you.
Again, I sincerely apologize for the trouble caused, and we hope to see you reconsidering our app in the future.
-Tinu,
Customer Support Lead at Helixo
Support is amazing, Bhagya was super helpful.
The app works as intended and has generated many extra sales for us with a higher AOV
Definitely recommend / 10
Thank you so much for your fantastic feedback!
We're thrilled to hear that Bhagya was super helpful and that the app is working as intended, generating extra sales and a higher AOV for your store.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
I had a couple of teething issues with the app which were soon resolved by their excellent service team.
Thank you for your feedback and for sharing your experience!
We’re glad to hear that our service team was able to quickly resolve the initial issues you faced.
Providing excellent support is something we take pride in, and your kind words mean a lot to us.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
We utilized this feature for our bundles, and it performed exceptionally well. The setup process was smooth, and the customer service was outstanding - responsive, knowledgeable, and attentive to our needs. Overall, we’re very satisfied with the experience and would highly recommend it.
Thank you for sharing your experience!
We’re thrilled to hear that the feature worked exceptionally well for your bundles and that the setup process was smooth.
It’s also great to know that our customer service team met your expectations with their responsiveness, knowledge, and attentiveness.
Your recommendation means a lot to us.
In case of further queries please contact us at support@helixo.co or via our in-app chat.
We are always happy to help you.
- Helixo Support Team
Amazing customer service. The support contacted me about a bug that I didn't even know I had on my store. (When going through some checking routines). They do checking routines! Didn't expect doing such a work for their clients. Best Experience!
Thank you so much for your kind words!
We're thrilled to hear that you had such a positive experience with our customer service.
Our team is dedicated to ensuring everything runs smoothly, and we're glad we could help you with the bug. Your satisfaction is our top priority.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
The application interface is simple and easy to operate. Even if I encountered problems during operation and contacted customer service, the customer service quickly provided me with a solution.
We're so glad to hear that you find our application interface simple and user-friendly.
It's also great to know that our customer service team was able to provide a quick solution to your problem. We strive to ensure our users have the best experience possible.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
Proper working widgets and kind customer service.
Thank you so much for your kind words!
We're thrilled to hear that you're happy with the performance of our widgets and the level of customer service you've received.
It’s our goal to provide not just effective tools but also a support experience that leaves you feeling valued and cared for.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
Useless customer care that doesn't help you, they charged me more money for no reason and will do everything not to give it back to you, highly discouraged from this point of view
Summary: This situation arose due to some misunderstanding about our pricing system.
I sincerely apologize for the frustrating experience you’ve had with our support and for the confusion caused by unclear communication on our part. This is not the level of service we strive to provide, and I’ll ensure such issues are handled more effectively in the future.
Thank you for the opportunity to clarify it for you and others reading this.
Our pricing plans are based on the total sales volume of your store, meaning we consider all orders received within a 30-day billing cycle, not just those generated through our app.
From the screenshot you shared, I noticed that it reflects the period from September 11 to October 11.
Please note that charges are processed only after customer payments are completed, which may take a few days, allowing us to verify and check further.
But based on your previous month's billing, I can share you some valuable points.
Your store's order volume fell between 200 and 599 orders, which corresponds to a charge of $29.99.
Here's the breakdown: an initial subscription fee of $9.99 is charged at the beginning of the billing cycle, followed by a $20 usage fee at the end of the month, totalling $29.99.
I hope this explanation helps clarify the situation, and I truly apologize for any misunderstandings caused by our earlier communications.
We do mention this clearly on our pricing page, and it’s also outlined when accepting a pricing plan. Unfortunately, it seems this may have been missed, leading to the confusion.
If you need further clarification or would prefer a call to discuss this, I’m more than happy to assist.
You can also refer to our pricing articles for more information:
https://helixo.co/upsell-funnel-engine/#ufe-pricing-table
https://helpdesk.helixo.co/pricing-billing
Once again, I apologize for the inconvenience, and I appreciate your patience. Please feel free to reach out if there’s anything else I can do to assist.
If you need further assistance or have any questions, please feel free to reach out to us at support@helixo.co or via our in-app chat.
We are committed to providing the best service possible and would love the opportunity to continue working with you.
Once again, I sincerely apologize for the trouble this has caused.
Best regards,
Tinu, Customer Support Lead at Helixo
I had an issue, logged this with the live chat, Chaithra responded in a couple of minutes and within minutes had sorted the issue. Very satisfied, great service!
We appreciate your kind words!
It's great to know that Chaithra was able to assist you promptly. We’re delighted you’re satisfied with our service!
In case of further queries please contact us at support@helixo.co or via our in-app chat.
We are always happy to help you.
- Helixo Support Team
Support is always a great experience, quick to respond and really helpful. Had a variety of queries testing functionality and always super helpful.
Thank you so much for your kind words!
We're thrilled to hear that our support team has been quick to respond and helpful with your queries. Your positive feedback motivates us to keep providing the best service possible
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team