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Hi there, Thank you for sharing your feedback. Regarding your concern, since the app was uninstalled after the 7-day free trial period had ended, Shopify automatically applied the subscription charge in accordance with its standard billing system. This is a common process on the platform once the trial has expired. We’ve also contacted you via email to address your concern directly. Your response would be appreciated so we can assist you more effectively and provide any necessary support as soon as possible. Hope to hear from you soon. Best regards, Nim

Hi Tailooo Pet, We're so sorry to hear you've been experiencing issues. That's absolutely not the experience we want for you! We'd also like to let you know that there was a minor server issue around that time which may have affected your experience. This was fully resolved shortly, and we've taken steps to ensure it won't happen again. We've actually sent you a few emails to follow up, but it seems they may not have reached you. Could you please check your spam/junk folder and reply to us there? We'd love to get things sorted for you right away. We've also reached out via live chat message directly on your store. Feel free to reply there and I'll personally make sure you get the support you need! Thank you for your patience, and we truly look forward to making this right. Best regards, Esther Customer Success Lead

Dear DDY GROUP CO.,LTD., Thank you for your feedback, and we’re sorry to hear that your experience didn’t meet expectations. We completely understand how confusing it must have been when encountering issues related to your subscription and credits. Regarding the subscription, we’d like to clarify that when an app is uninstalled, the subscription is automatically canceled as part of Shopify’s standard process. You can feel confident that we’re always happy to support a refund for unused days in your billing cycle, and you’re welcome to start a new subscription at any time if you choose. As for the credits, we noticed that you were able to use them normally for a period of time. When the glitch occurred, our team took time to investigate and has since added the correct number of credits to your account. That said, we sincerely apologize for any delay you may have experienced during this process. We’ve reached out to you several times via email and live chat but haven’t yet received a response, so we haven’t had the chance to address your concerns directly. To help resolve anything that may still be unclear and make things right for you, we would greatly appreciate it if you could reply to us via live chat at your convenience. We truly value your business and look forward to your response. Best regards, Nim