Rewind Backups

Danke für dein Feedback. Wir haben die Preise vor Kurzem erhöht und uns große Mühe gegeben, diese Änderung sowie die Gründe dafür offen mit unseren Kund:innen zu kommunizieren. Eine 1-Stern-Bewertung wäre verständlicher, wenn wir versucht hätten, die Preiserhöhung heimlich durchzuführen – aber wir respektieren deine Entscheidung. Entschuldigung, falls diese Übersetzung nicht gut ist. (English: Thanks for sharing your feedback. We did increase prices recently and went to great effort to ensure that price change and the reasoning behind it was communicated with customers. A 1-star review would seem more reasonable if we tried to sneak a price increase through but we respect your choice. Sorry if this translation is not good.)

We’re sorry to see you go. We remember your case and appreciate you working with us as we escalated to engineering to understand the intricacies and find a solution. We know price increases sting. This was our first such adjustment in many years and we did build communications around it so that it wouldn't come as a shock. Whatever the case, we wish you well, and strongly encourage you to keep a backup and recovery solution in place—even if it isn’t Rewind.

We’re sorry this didn’t go as quickly as you needed. Rewind backs up and restores themes—including .liquid code—and in most stores, recovery is automated, requiring just a few clicks. In some cases, custom code and ongoing code changes can make an automated rollback more involved. In these cases, we aim to move fast to help. If we missed the mark here, we apologize.

We're sorry for your frustration. To clarify, this is the first price adjustment in many years and we communicated it clearly. We have not raised prices silently. Ever. That's not how we operate. If we can clarify anything further, please reply to our email.

Data disasters happen all the time. We're glad you've never experienced one and we hope you never do. You don't have to use Rewind but we would caution that having a backup—and a way to restore data seamlessly in event of a disaster—is a must. Rewind is about preparedness and knowing that if you ever have a problem, you have a clear, quick path to get back to business as usual.

We’re sorry to hear you felt the cancellation process was unclear. For security reasons, cancellations can only be made by a store admin. This is intentional, and in line with best practices like zero trust and least privilege access. While that extra step may be inconvenient, it’s there to prevent unauthorized changes to critical apps like backups. We’ll continue to look for ways to make the process clearer.

We’re sorry we didn’t meet your expectations. We know how frustrating it is when things don’t go as planned. There are always edge cases and restoring data after complex updates can sometimes require extra context from the team involved. We’ll use the experience to keep improving how we support our customers.

Thank you for your feedback and sorry for the hassle you experienced with restoring images. To clarify, Rewind backs up and restores the exact HTML of your product descriptions, along with images that are properly attached to Shopify resources like products, variants, and collections. In your case, some of the images were added as standalone media via hard-coded URLs, which unfortunately means they weren’t linked to Shopify objects and couldn’t be included in the backup. The best way to ensure full image coverage is to upload them using Shopify’s image picker. That way, the images are “attached” and Rewind can capture and restore them automatically. We appreciate you highlighting this. Your feedback helps others avoid similar pain and gives us insight into where expectations can be clearer. Thanks again.

Thank you for the review. We strive to make our data backup and recovery platform simple to use, secure, and reliable, and we're sorry that your experience with our platform did not meet those expectations. We want to work to remedy this image problem for you and understand what led to this happening. We see our Customer Support team has been in touch with you and is actively working on trying to find a solution. Please respond back to our team at your earliest convenience to help us resolve things for you as quickly as possible.

Hi there, We’re sorry to hear that your restore did not work as anticipated! Our team has been following the progress on your current ticket and can confirm that both our Support and Development teams worked quickly to investigate this for you. It looks like the theme Restore worked how it was meant to. Still, there appears to have been some confusion around Rewind functionality and how the items originally appeared at the time you chose to restore back to. Please be assured that we will always work with you to restore your data as quickly as we can and as accurately as we can. We would love to continue having a conversation with you and share what we can do to help assure you of our commitment to backing up your data. We value your feedback and are committed to providing you with a positive experience with Rewind. We kindly ask that you respond to our email or get in touch with our team at [email protected] as we would love to keep discussing this with you!

Hi there, We are sorry to hear your restores did not work as you expected. We have been following the progress on your current ticket and are happy to say that both our Support and Development teams worked quickly and have gotten to the bottom of it! It looks like the Restore worked how it was meant to, but there appears to have been some confusion around Rewind functionality, and how the items originally appeared at the time(s) you chose to restore back to. Please be assured that we will always work with you to restore your data as quickly as we can and as accurately as we can. We kindly ask that you respond to our email or get in touch with our team at [email protected] as we would love to keep discussing this with you!

Hi Julia, Thank you for choosing Rewind to backup your store. We’re happy you were able to resolve this issue with Logan from our Support Team. It looks like with Logan’s assistance you were able to access your Rewind Vault where all of your historical Shopify store data (since the first day you installed Rewind) is securely stored. We kindly ask our customers to get in touch with our team at [email protected] with any issues prior to leaving a review. We have a dedicated Support Team available 7 days a week to troubleshoot, help restore data or access your backups, and answer any questions you may have.

Hi There, We have noticed that you posted this review on the same day you installed Rewind Backups. It is not possible to restore to a point in time before Rewind was installed. When you install Rewind, we start to save versions of your data. At any point in the future, you can go back to one of our saved versions. Unfortunately, you can not go back further than your install date. We hope our coverage is helpful to you moving forward, Maura Woodman Product Manager, Rewind

Hello, I’m Kaleigh - head of customer support here at Rewind. I wanted to reach out and make sure you understood that we completely empathize with your frustrations here, as they're frustrations we've felt ourselves. Our backups rely on webhooks or little digital notifications from Shopify to us regarding items that have changed so that we can make a new record of it. When it comes to inventory - Shopify’s API currently does not consider a sale to be a change associated with a product. Which means that when you sell something, we are not notified of the inventory update as a ‘change’ to your product. When a product is restored to an earlier version - we can keep the inventory exactly as it is in the present moment (because we can see it), but when a product is DELETED, we have no record of the inventory changes, so we set the inventory at 0. Although we do backup your product images, title, description, tags, price and variants I want to apologize that inventory not being included in this this wasn’t clear, and assure you that it’s always top of mind for us in conversations with Shopify about the API. Given the level of disappointment I’d really appreciate having a conversation with you about it and what we can do to help assure you of our commitment to backing up your store data as much as we possibly can. Please feel free to email me at [email protected] so I can help resolve any lingering concerns you have about the process and again apologize for the misunderstanding. -Kaleigh de Palézieux Head of Customer Support

Hi Lexor, Rewind is a cloud backup service. We make continuous backups of your store data, which you can view and restore from within the Rewind app. It sounds like this is not what you were expecting when you installed Rewind, and that you are looking for a downloadable copy of your store data. We understand the desire to have an extra copy of your data, so for that reason, we offer backup exports on request. If you would like a backup export from Rewind please get in touch with us at [email protected].