Aris Product Options, Variants
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To the Management of Arisify Global, Today, your support team caused one of the worst business experiences I have ever had. I have been communicating with your team since early this morning. For hours, I was repeatedly told, “Please wait a few more minutes.” That same sentence was repeated over and over while nothing meaningful was done to resolve the issue. I repeatedly explained the solution. I asked your team to simply increase my upload limit so I could restore my own store and solve the problem myself. Instead of listening, they ignored my requests and kept delaying me. As a direct result of your team’s actions, my Shopify store became unavailable to customers. My business was effectively shut down, my staff were unable to work properly, and my company suffered an estimated $10,000 USD in lost revenue in a single day. I currently live in Hanoi, Vietnam, and I spent my entire day trying to get your team to understand a very simple request. Instead of receiving competent technical assistance, I was met with endless delays, scripted replies, and false assurances that “someone is working on it.” This was not just poor customer support—it demonstrated a complete lack of urgency, professionalism, and accountability. Your team’s inability to resolve a straightforward issue caused serious financial damage to my company. I will be documenting this entire incident, including chat transcripts and timelines, and sharing it with Shopify, the Shopify App Review team, and other public platforms so that merchants can understand the risks of relying on your application. No merchant should ever experience what I experienced today. I expect this matter to be escalated to senior management immediately and for someone with real decision-making authority to contact me without further delay.
Hi Jewelry Handcrafts, We are sincerely sorry for the disruption and frustration this situation caused. At the same time, we would like to clarify several important points based on our support records and the actions taken by our team. 1/ Your request required changes to the system-level import limit and making adjustments to the app’s workflow. The original limit was put in place to protect the stability and accuracy of merchant data during large imports. Changing this limit and the related workflow without proper review could create risks not only for your store, but also for the wider system. Our team therefore was required to assess the technical impact, escalate the request through the appropriate process, and follow our risk-management protocol before applying changes in production. 2/ The original file contained 1,024 option sets and more than 63,000 rows of data, making this a large and high-risk data operation that required careful processing. While we fully understood the urgency and your repeated request for an immediate production change, making an untested system-level adjustment under time pressure could have caused further duplication, data corruption, or broader service disruption. Acting cautiously was necessary to protect both your store and the stability of the system. For large-scale data operations of this nature, we strongly recommend using a staging environment whenever possible. This allows changes to be validated thoroughly before they are introduced to a live storefront. 3/ We also want to be clear that your case was never ignored. It was escalated to the highest level of our support and management team shortly after it was reported. When you contacted our hotline, a manager called you directly to understand the situation, address your concerns, and coordinate the next steps. Within 5 hours, we have processed the update as requested, enabling your team to proceed with the import independently. The case received our highest priority, with our support, technical, development, and management teams working continuously and dedicating the necessary resources to it. 4/ We have taken your feedback seriously and are improving the app's workflow to give merchants greater control over how option sets are handled, and prevent similar issue in the future. Our team remains available 24/7 and will continue providing full support to ensure your configuration remains stable and your data is handled safely. Best regards, Aris Management Team
Does not work properly with POS. Documentation for POS is also outdated.
Hi Old School Photo Lab LLC, Thank you for sharing your feedback. We’re truly sorry to hear that your initial experience with the app did not meet your expectations. We checked your app activity and noticed that the app was installed and uninstalled within a short period of time, with only 2 options created. It seems there may not have been enough time to fully set up and test the POS workflow. Unfortunately, we also did not receive any message from you through our support channels before the app was removed, so we did not have the opportunity to understand the exact issue or assist you directly. Our support team is available 24/7 and we’re always happy to help with setup, troubleshooting, or POS-related questions. We would have gladly reviewed your configuration and guided you step by step. Regarding the POS documentation, thank you for pointing this out. We have carefully reviewed it and confirmed that the setup instructions are still accurate. That said, we have updated the screenshots to better match Shopify’s latest UI, so the guide is now clearer and easier to follow. We’ve also reached out to you by email with suggested next steps. We’d really appreciate the chance to hear more about what did not work on your side and help resolve it properly. Best regards, The AvisPlus Team
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