Vela | AI, optimization & more

**UPDATE after Vela’s public response:**

Vela’s response proves my point: instead of addressing the problem, Vela blames the user and publicly calls my review “blatant lies.”

Vela claims my listing count changed pricing tiers. That is simply not true. My shop has always stayed around 2,200 listings, below the 2,500 threshold, and my monthly price remained $23.95. If my listing count never crossed into a new pricing tier and my price never changed, what exactly was Vela repeatedly asking me to reconfirm or upgrade?

I even reconfirmed the same $23.95 plan, but Vela kept asking me again and I still could not access the platform. If the app repeatedly asks me to select or confirm a plan again and still won’t let me in, of course I would believe my subscription was no longer active. Instead, Vela kept charging me and now blames me for “failing to confirm.” That is Vela’s subscription-flow problem, not user error.

When I finally discovered the continued charges, my subscription was already paid through August 11. Yet on August 9, I still had no access. Justin refused to fix the access issue and simply repeated “no refund” while offering one free week.

If I cannot access the platform, even 100 free weeks are useless.

I have screenshots showing the inactive/inaccessible status, billing records, and screenshots of Shopify Support confirming that I was unable to access Vela during a paid period and advising me to open a formal case.

Vela can call me a liar, but it still has not answered one simple question:

Why was I charged for a service I could not access, while being repeatedly asked to confirm a price that never changed?

**Original review below.**

I have used Vela for many years. Unfortunately, my experience with Justin from customer service/developer has often been frustrating. Whenever there is a problem with the app, I feel that he tends to blame the user first instead of considering whether there may be an issue with the app or its design.

If you read some of the other poor reviews here, you will see that other users have complained about similar experiences.

I tolerated this for years, including the repeated price increases, but recently I had a much more serious billing issue.

I was continuously charged $23.95/month for Vela Lite, but repeatedly could not access my Shopify store and was shown a message telling me to select an “UPGRADE” plan again “to retain access.” I did not want to upgrade, so I stopped using Vela. Since I could no longer access my store, I naturally believed my subscription was no longer active.

Yesterday, I checked my billing and was shocked to discover that I had actually continued to be charged for almost six months.

Justin claimed this happened because my listing count changed pricing tiers, which required me to confirm a new price. However, my store had around 2,200 listings and remained within the same 1,000–2,500 listing tier that I was already paying $23.95 for. So I still do not understand what price change required an upgrade.

More importantly, whether I confirmed an upgrade or not does not explain why I could not access the service while Vela continued charging me every month.

My latest billing period was paid through August 11, yet on August 9 I still could not access my store. Justin refused to refund the months I was charged and did not clearly address these contradictions or restore my access.

How is it reasonable to continuously charge a customer for a subscription while they cannot access the service they are paying for?

I believe there is a serious problem with the way Vela handles subscription access and billing. What concerns me most is that if I had not noticed the charges myself, it appears the billing would have simply continued.

This experience made me feel extremely misled, and I think other Shopify sellers should be aware of it and carefully check their Vela billing.

I've been using Vela for years. It's very effective and has saved me days of manual labor. Justin is a remarkable service person. The app also keeps evolving regularly. It's a must for large catalog shops.

I hope they add more features for Shopify in the future, especially more flexibility for product variants and options.

Overall, this is one of the best apps I’ve ever used. Justin was also incredibly helpful, he solved my issue very quickly and was very kind throughout the process.

Thank you!

Love, love, love this app! It was a game-changer for us! We have shops on Shopify and Etsy, so being able to update, modify, and create listings in one place saves us tons of time.

Recently, Vela made an upgrade to their platform that uses AI to optimize copy, create product images, and write SEO ehanced alt tags. I had the privilege of speaking to Justin, one of the creators, and he clarified how it works.

When you click the button to optimize tags, titles, descriptions, etc., it tailors everything based on whether you’re listing for Shopify or Etsy. The score it gives you is based on each platform’s specific algorithm—not a generic one-size-fits-all system.

So basically, Vela uses different criteria depending on where you’re selling, which makes it way more accurate—and means we don’t have to write everything outside of Vela anymore.

Great customer service!

Absolute gamechanger, great interface, super polished, great support with awesome employees!

I Love Vela and have seen it continue to improve over the last year or 2 that I've been a user. I use it multiple times a week as I'm continuing to improve and grow my own business, and having Vela allowed me to expand beyond Etsy and create my Shopify site and my initial offerings on Faire.

Justin and the team are great, and are eager to listen to requests and suggestions, too. I could not be growing at the rate I am now without Vela.

A must have for small or single person businesses with multiple items and platforms.

Vela has saved us hours and hours of work - we use it to manage thousands of listings across multiple platforms. It makes bulk edits so much simpler, it is very user friendly and would highly recommend for anyone trying to manage listings across multiple platforms. They also have great customer service, resolve things quickly (Justin has been so helpful whenever we are dealing with issues that arise), they are open to feedback and are constantly adding more features that make it even better!

We use this to manage multiple online stores. Makes it easy to adjust pricing, quantities, descriptions, etc. The new AI feature comes in handy if you're looking to optimize your listings for better search results. Justin and team respond right away and have helped us tremendously. Recommended app.

THIS APP *USED* TO BE GOOD....many many many years ago....

Then the glitches started...then the duplicates started...then the DISAPPEARING OF LISTINGS. That's when I stopped using it...WEEKS of work down the drain.

Contacted customer service, "YOU WILL NOT BE CHARGED AGAIN" and here I am 4 months later discovering that they have been charging my shopify account all along. 0 STARS.