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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
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 answering fast however i had to write with them for 1-2 weeks and the things are still not fixed. Nothing is working properly. The widgets are not even mobile optimized by default and i had to repeat myself 100 times.
Just take another app.
Summary: We noticed that you were in our chat for only 2 days. Out of your 3 requirements, 1 was resolved, and the other 2 were added to our feature request list as they were not available at the moment, and we informed you accordingly. Could you please confirm if you received our email regarding this matter?
Hello, Thank you for your feedback and for highlighting our fast response time.
We sincerely apologize for any frustrations you’ve experienced and want to address your concerns promptly.
We appreciate your patience while we worked to resolve your requests. Upon reviewing our records, it appears you contacted us on July 3rd, and we completed the feasible requirements by July 6th.
Here’s an update on your requests:
Add an image under the checkout button for payment icons: This has been successfully implemented.
Add text “per piece” next to the price: We have informed you that this feature is not currently possible.
Multiple tiers for the progress bar: Similarly, this feature is not currently possible, and it has been added to our feature request list.
Regarding our update on your requirement, I apologize for any confusion. We mentioned this in our communication approximately 2-3 weeks ago. Could you please confirm if you received it? We want to ensure you have all the information you need.
Also,regarding your feedback about mobile optimization for the widgets, this is a new concern for us. Could you please provide more details so we can investigate and address it promptly?
We understand that you have uninstalled our app, and we regret any inconvenience caused.
Should you reconsider and give us another chance, we are committed to improving your experience with UFE.
Your feedback is invaluable to us, and we appreciate the opportunity to assist you again.
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.
- Tinu, Customer Support Lead at Helixo
Customers take the discounted offer and remove the original triger product from cart, and you end up loosing money.
Customer support don't exist and they don't reply.
We apologize for any inconvenience you've experienced, and we appreciate your feedback.
Regarding the lack of response, please note that our support hours are from 8 am to 11 pm (IST). We do our best to respond promptly during those hours, and we're actively working on extending our support coverage.
Regarding the issue you mentioned, it appears that the problem occurred because the option 'Remove discount if trigger product is removed' was disabled It is designed to prevent situations like the one you described, and we recommend keeping it enabled to ensure the discounts are applied correctly.
We value your feedback, and we're continuously working to improve our app and support services.
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.
- Tinu,
Customer Support Lead at Helixo
One of the most OVER PRICED UNFAIR CHARGING MODELS of all the apps we have on Shopify (which is saying something).
Having used this app for quite some time now to create bundles for products its pricing is very unfair as it charges based on all the sales you do across your entire site. So even if the sale is not from a bundle the app still takes a commission. Maybe 1% of our sales come from a bundle but they benefit from 99% commission on top of the fixed fee.
The pricing model needs changing if this app is to beat the competition.
UPDATE: Thanks for the reply but my point is that this app is not fair as its charging for ALL sales not BUNDLE sales. The App deals with bundle sales not all sales so it should charge only for Bundle sales it makes not all the sales when that is only 1% or less. You are taking commission where none should be due but your reply seems to gloss over that key point.
UPDATE: March 2023 - Shopify are bringing their own FREE version of this app out so need to get caught in the trap of expensive apps like this. We were offered a flat rate of $19 for unlimited orders but this app is still too overpriced if its not actually selling many items via the app and for many there will be no longer any need to use this app in the future once Shopify launches its imminent bundle app
we appreciate you sharing your experience with us.
Our Pricing is based on the Sales Volume of the store, it depends on the simple logic that small stores pay small or even $0, and big stores pay big.
so merchants with 60 orders per month need to be billed $9.99 per month, and those who are having 100,000 orders per month need to be billed $249.99 per month, and this can vary each month.
That's the reason you need to accept the maximum possible amount. It doesn't mean you will be charged the maximum amount every month.
You will only be charged based on the orders of your store.
Hope you can understand.
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.
- Tinu, Customer Support Advocate.
the app doesn't work, it shows my products out of stock, the customer service can't give me a solution, I am loosing sales and I paid for the app two days ago, exactly when it started to perform terrible and I want a refund! The dashboard is not accurate, saying that I have more impressions from the app that the real number. It's a shame because it has great features, but it performs terrible, Sarah the agent couldn't solve anything, I'm not getting response.
Hi Victoria, Our upsell widget is working on the online store and using the products from the Shopify product listing.
While checking, it seems that the products are unavailable at the online store and available only at other sales channels.
Normally, the error message "Out of Stock/404 Page not found" is shown by Shopify when the product is out of stock/unavailable.
If you want to show the upsell products even if it is unavailable at the online store, you can disable the option 'Hide out of stock/Unavailable products' as shown in the screenshot below.
https://prnt.sc/vM0fKkzZbmye
And regarding the refund, we are happy to give you a refund if you haven't generated any revenue from our app.
But it seems that you have impressions and acquired revenue from our app.
And we are really sorry for the delay from our support agent Sarah.
Actually, you contacted us around 9 PM (IST) and our team was on dinner break at that time.
That's why it took some time to check from our side.
Really sorry for the delay in the clarification.
Surely, we will keep it in mind for future interactions.
Also, it would be great if you could share some light on what we can do from our side to make a 5- star experience for you.
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.
- Tinu, Customer Support Advocate.
why the app didn't work these few days???
and can't contact the customer service, please repair it urgently!!
Hi!
I appreciate your honest feedback here, and I’m so sorry about the inconvenience on our part.
Actually, today, our CDN Service provider 'Cloudflare' was down.
So, most of the services including Shopify itself were down for certain regions.
This caused an unexpected error and that's why our app didn't work for you.
And our engineering team was able to manage this issue as soon as possible.
Hope that no other issues persist and it is working perfectly for you.
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.
- Tinu, Customer Support Advocate.
Eine lächerliche App! Habe die App lediglich installiert und nie genutzt. Nun, nach 12 Monaten, erhalte Ich eine Abrechnung für die letzten 12 Monate über 200USD für eine nie genutzte App.
Sorry for the inconvenience caused. Our team has issued a refund of $171.91 USD.
While checking we were able to find that you have not made any revenue from our app.
We do guarantee a refund from our side in case our app didn't work out for you.
Hope you have received the refund. Do contact us if you need further assistance.
You can contact us via our in-app chat or at support@helixo.co
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Wir entschuldigen uns für die entstandenen Unannehmlichkeiten. Unser Team hat eine Rückerstattung von $ 171.91 USD ausgestellt.
Bei der Überprüfung konnten wir feststellen, dass Sie mit unserer App keine Einnahmen erzielt haben.
Wir garantieren eine Rückerstattung von unserer Seite, falls unsere App für Sie nicht funktioniert hat.
Ich hoffe, Sie haben die Rückerstattung erhalten. Kontaktieren Sie uns, wenn Sie weitere Hilfe benötigen.
Sie können uns über unseren In-App-Chat oder unter support@helixo.co
- Sreeshankar, Customer support Advocate.
It looks like this app is having an outage. I can't get in touch with support. Customers have started to report they can no longer get to checkout. They are getting stuck on a never ending spinning wheel page which seems to be caused by this app. Very frustrating as we've seen a massive drop in conversion rate. Shopify support has now twice confirmed that all systems on their end are working properly. We have not had any other additions / apps that could cause this
The issue occurred due to a misconfiguration in the app settings, which we have resolved by changing the settings for you
Hi Julian,
We apologize for any inconvenience caused by our app and want to extend our sincerest apologies. After investigation, it was noticed that the "go-to cart" button function was set to "continue shopping", resulting in a functional conflict. To resolve this issue, our team has modified the button action to "go to cart", leading to the successful functioning of the popup button.
Typically, when a customer clicks on the "Go to cart" button, they are directed to the cart page. However, in this particular case, the button was set to "Continue shopping," causing a functionality conflict that prevented the customer from being redirected to the cart page.
We appreciate your understanding and patience as we worked to resolve this issue. Our priority is to provide the best possible experience for our customers, and your feedback helps us to improve our services.
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
Lot of bugs which destroy your customer journey. The upsell pop-up does not show every time and when you get lucky to see it, the upsell has added different product in the cart that your customers don't want.
Customer support should give me a follow up but nothing.
It sad because the UX is very good in the app, the only problem is that is does not work and nobody is here to answer you.
Hello Yohann Aube,
Thank you for sharing your feedback 🙏
I've personally reached out to you multiple times via mail, Facebook, Whatsapp, Instagram and other channels. I can see that every single message I've sent in WhatsApp has been seen but no response 😔
I would like to let you know that
1. We add our script via Shopify recommended Script Tag API (we won't inject to the theme), Shopify usually loads the app scripts in the store in the order of installed apps. So if you installed our app before other many apps then Shopify loads our script after loading all the scripts of other apps those installed before our app thus results in slow loading of our script and showing the popup.
If your store has many apps or apps that are adding heavy bundle scripts, then it slows down the store that results in the poor customer experience, also slows down the loading of external scripts like our app. So that leads to the slow loading of our script and popup.
2. We have an awesome instant support team working for merchants like you on our office hours (7 AM - 11 PM IST), but you haven't contacted us.
"nobody is here to answer you" -- Not Really, to be frank.
I am glad that, We've Sarah, the Super Women ⚡️, She's doing an incredible job even after her office hours in customer support who follow-ups and resolve every single issue immediately or within 24hrs.
You can see that many other merchants posted reviews about Sarah customer support Superpowers ✨ She usually works overtime every single day to meet the needs of merchants like you 🤗
But you haven't contacted us. Feel free to contact us via any channel at any time to resolve any issues you experienced.
We are doing our best to keep all our merchants more than happy when it comes to customer experience and app performance.
We are still happy to resolve every single issue you experienced. Sarah will be waiting for you to take her superpowers to resolve any issues you experienced.
Thank you again and I would like to personally apologize for the experience you had with the app.
Feel free to reach out to us.
Valsaraj | Founder
Upsell Funnel Engine