Atlas: AI Store Builder

Hi Valence Boutique, I saw your review and wanted to reach out myself. I'm Eddie, head of support here at Atlas. First off, I'm really sorry about this. Getting hit with a $39 charge when you thought you'd already walked away from the app is genuinely frustrating, and I'd be annoyed too. I dug into your account to figure out what happened. It looks like the uninstall came through just after your free trial ended, and that's what kicked off the charge on Shopify's side. I know the timing makes that confusing, and either way, you shouldn't be the one paying for it. So I've already added credits to your account that cover the full $39. The balance is sorted, so you won't be charged anything If anything still looks off, or a charge somehow sneaks through anyway, just reply here or email me straight at [email protected] and I'll take care of it myself. You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start. Best Regards, Eddie

Hey there, I read your review and wanted to reach out personally. My name is Eddie, and I'm the Head of Support at Atlas. Billing is something we take extremely seriously at Atlas, and taking care of our merchants is at the core of everything we do. I completely understand the frustration of seeing charges come through after canceling, and I want to make sure this gets sorted properly for you. I've already made sure the charges on your account have been fully taken care of, so there's nothing outstanding on your side. I can also confirm the subscription was canceled on our end, and I'm personally looking into the billing flow to understand exactly what happened. If anything else comes through or there's any remaining concern, please reply here or email me directly at [email protected] and I'll handle it immediately. You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start. Best Regards, Eddie

Hey Snauff My name is Eddie, and I'm the Head of Support at Atlas. I'm sorry about the experience you had. You're right that we should do a much better job of clearly stating up front that Atlas modifies your home page. That's on us, and it's feedback I'm taking seriously. I looked into your account and see that our support team already reverted your home page to your previous working version. That also removes the Atlas dependencies in the process, since they are tied to the template in your theme code, so nothing should be left behind. If anything still looks off, just reply here or send me and email at [email protected] and I'll handle it directly. I'm also really sorry the support experience didn't feel like we had your back. We really do care, and it's frustrating to hear that didn't come through in the conversation. I'll take a closer look at the thread on our end to see what we could have done differently. You have my direct attention on this. I'd really appreciate the opportunity to turn this into the 5-star experience it should have been from the start. Best Regards Eddie

Hi Yugam, I read your review and wanted to reach out personally. My name is Eddie, and I’m the Head of Support at Atlas. I’m really sorry to hear Atlas gave you this impression. Reading that it felt like a waste of time and too expensive is very disappointing, and it is not the experience we want any merchant to have. We want every Atlas user to have a 5-star experience, and I'd love the opportunity to make that happen for you. I’d really appreciate the chance to understand what went wrong and help directly. If something was unclear, not working as expected, or simply did not feel worth it, I want to look into it personally. Please email us at [email protected] I’d love the opportunity to turn this around for you.

Hi there, I'm really sorry to hear about this frustrating experience. Just to clarify, all app charges are handled directly by Shopify. Because Shopify runs billing in two cycles, charges can sometimes still appear after an app is removed until the billing period closes—this isn't something we have control over on our end. That said, your experience matters to us and we want to help make this right. Please reach out to us at [email protected] and we'll look into your specific case and guide you through getting this sorted. We're here to help. – Eddie, Head of Support

Hi AetherMist, Thank you for taking the time to leave a review. I’m truly sorry for the confusion here. I understand how upsetting it is to see an invoice after you believed everything was canceled. To clarify, all Atlas billing is handled through Shopify’s app billing system, which means invoices and charge timing are controlled by Shopify’s billing cycle. As a third-party developer, we are not able to void or remove Shopify charges directly on our end. That said, there are a couple ways we can take care of this for you, and I will personally make sure it’s handled properly from start to finish. My goal is simple, that you feel fully taken care of and that you do not end up paying out of pocket for something you did not expect. I’ve emailed you so I can confirm the invoice details and get this fully resolved for you. Eddie Head of Support, Atlas

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

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.

Hello, We’re truly sorry for the frustration you’ve experienced — this is absolutely not the experience we want anyone to have with Atlas. We take situations like this very seriously and want you to know we’ve made multiple efforts to reach out and get this resolved for you as quickly and smoothly as possible. Our team genuinely cares about making things right, and we’re standing by to help. While billing for all Shopify apps is handled directly through Shopify — and outside of our control — we understand how confusing that can be. We’re actively working on improving how we communicate this to make sure it’s crystal clear from the start. Above all, we want Atlas to be a great experience for everyone who tries it. If you haven’t received our messages, please reach out directly to us at [email protected] — we’re here and ready to make this right. Thanks again for your feedback — it helps us get better every day.