Atlas: AI Store Builder

Hi Velobiotics, I’m really sorry to read your update – losing over $1000 of edits and weeks of work after following advice about how to handle your themes is incredibly frustrating, especially after the great start you had with Atlas. Your experience matters a lot to us, and we’re taking your feedback seriously as we continue to improve how we guide merchants through our app. Your satisfaction is very important to us, and we’re committed to making this right. I’ve just sent you an email so we can look into your case in more detail and explore the best way forward together. Please check your inbox when you have a moment. – Eddie, Head of Support

Hi Nova, Thank you for sharing your feedback. Just to clarify how the billing works, the charge you saw was processed at the start of the new 30-day cycle, and the cancellation took place shortly after. Shopify bills all apps upfront for each billing period. Canceling stops future charges, but it doesn’t automatically refund unused days. Unfortunately, this system is managed entirely by Shopify, so it isn’t something we’re able to override on our end. Our team also sent you an email to help walk through everything and offer support in more detail. If you didn’t receive it, please let us know and we’ll resend it right away. We’re here to help however we can.

Hi Gaming Konsole, Thank you for your feedback. We’re genuinely sorry to hear your experience didn’t meet expectations. We’d appreciate the opportunity to learn more and make things right, whether it’s related to your store setup, AI product photos, or anything else. Please reach out so we can better understand what happened and work toward a resolution together.

Bonjour Ayli Skin, Merci pour votre retour et vos 5 étoiles ! Nous sommes ravis que notre équipe ait été réactive et présente à vos côtés dès que vous avez eu besoin d'aide. L'équipe Atlas travaille dur pour que tout se déroule parfaitement, et nous sommes ravis que cela fasse une différence pour vous !

Dear Mishti Co., Thank you for taking the time to leave feedback. I'm genuinely concerned to see that your experience with us fell short of expectations. I've sent you an email directly as I'd really like to understand what went wrong and learn how we can turn this into a 5-star experience for you. Your satisfaction is incredibly important to us, and we're committed to making things right. Please check your inbox when you have a moment - I'm eager to hear more about your experience and work together on a solution. - Founder of Atlas.

Hi CUZI, thank you for your review. To clarify, all app billing is handled directly by Shopify. Subscription costs apply as long as the app is active on your store, even if it hasn’t been actively used. Once the app is removed, charges may still appear until Shopify’s billing cycle closes. If you believe you were charged incorrectly, please reach out to Shopify Support for a billing review, or contact us directly and we’ll gladly guide you through it.

Hi Caesar, thanks for your review. Just to clarify, all app charges are handled directly by Shopify. Because Shopify runs billing in two cycles, charges can still appear after an app is removed until the billing period closes. We don’t have the ability to change or control this. If you’d like, Shopify Support can review your billing history and ensure everything is correct. You can also contact us and we’ll be glad to help guide you through it.

Hi there, thanks for sharing your feedback. Just to clarify, app billing is fully managed by Shopify. Because Shopify runs charges on two billing cycles, it’s possible to see a charge after uninstalling until the billing period is fully closed. We don’t have the ability to stop or issue charges ourselves. If you believe you were charged incorrectly, the best next step is to reach out to Shopify Support so they can review and adjust your billing history. You can also contact us directly and we’ll gladly help guide you through the process.

We’re truly sorry to hear about your experience and want to make this right. This is not the standard we strive for, and we’d love the opportunity to address the issues you’ve encountered. Please reach out to our support team directly at [email protected] so we can assist you promptly. Your feedback is valuable, and we’re committed to ensuring the app meets your expectations. Thank you for bringing this to our attention, and we hope to resolve this for you soon.