CWILL Popup Email Marketing

Hi Lady Ros, This is Joey, Customer Success Manager from the CWILL team. I’m genuinely sorry that this change has left you feeling that the trust you built with CWILL over the years has been lost. After using and supporting CWILL for such a long time, I completely understand why this feels like more than simply a pricing change. As CWILL has grown, moving toward a paid model is an important step that allows us to continue investing in product development, infrastructure, and ongoing support. But that does not mean the long-term merchants who helped us grow matter any less to us. We introduced a 30-day transition period rather than making the change take effect immediately, so their current setup could continue normally while they had time to consider the new plans and decide what made sense for them. But at the same time, I understand that a transition period alone does not fully address the concern you raised. For a long-term user who has already built an established workflow around CWILL, what happens after that transition matters just as much. Your feedback has made us reflect more carefully on how changes like this affect users who have been with us for years. After reviewing your account and how you’ve actually been using CWILL, I’ve personally reached out to you with a long-term solution that I hope better reflects your situation and the years you’ve spent with us. We genuinely value the trust and support you’ve given CWILL over the years, and I’ll continue handling this personally. I sincerely hope we have the opportunity to rebuild that trust. — Joey Customer Success Manager CWILL

Hi David, Thank you for clarifying this. I also want to correct something in my previous reply. I misunderstood your comment and took it as a reference to Shopify store access. That was not the point you were making. Your concern was about having relied on the same CWILL Popup workflow for a long time and then being faced with a pricing structure that no longer fit that existing use case. I also understand the responses you received before you posting the review did not meaningfully addressed your situation at that stage. We should have recognized your long-term Popup-only use case earlier rather than continuing to point you toward the standard paid plans. We were later able to arrange a long-term solution that better fits the way you use CWILL and I’m glad we got there. And I also understand why the timing of that solution, made you feel that your earlier concerns had not been taken seriously enough. That feedback is important, and it’s something we need to improve in how we identify and handle similar situations for long-term users earlier. Thank you for calling this out clearly. I genuinely appreciate the time you’ve spent with CWILL and the fact that you were direct with us about where we fell short. I’m sorry our earlier handling left you feeling unheard. I hope the solution we’ve now put in place, and the way we handle things from here, can help rebuild some of the trust that was lost. Thank you again for giving us the opportunity to do better.

Hi Fiona, This is Joey, the customer manager from the SendWILL. I’ve personally reviewed your feedback and your previous conversation with our support team, and I’m sorry that the recent pricing change has left you disappointed. I also wanted to clarify one point regarding the popup performance. After reviewing your store data, your current popup subscription conversion rate is 7.57%, which is well above the typical benchmark we see across stores. So while we completely understand that you may have expected different results, the popup itself has actually been performing strongly on your store. At the same time, I understand that your main concern is really about the new pricing model — particularly because you mainly use SendWILL for the popup and joined us while the app was free. I understand why moving from free usage to a volume-based pricing model can feel frustrating in that situation. I’m personally following up on your case with our product team to see what option may better fit the way you use SendWILL. I’ll also reach out to you directly from my work email, [[email protected]] to follow up with you regarding the available options. We genuinely value your feedback and don’t want to simply dismiss your concern with a general pricing explanation. Thank you for giving us the opportunity to look into this more carefully.

您好，我是 SendWILL 团队负责中国区客户沟通的客户经理 Joey。 看到您的评价后，我重新查看了此次问题的全部沟通记录，并与研发团队核查了后台的实际情况。首先向您确认，目前所有已经进入队列但尚未发送的邮件均已取消，相关自动化也已经彻底停止，后续不会再有相关邮件继续发出。 对于此次邮件意外发送给您和您的用户造成的影响，以及您多次联系我们后，我们仍未能在第一时间准确理解并处理您的真正诉求，我向您表示诚挚的歉意。我完全理解，您的商店尚未正式上线，也没有计划向这些用户发送邮件，在这种情况下看到邮件被意外触发，并且暂停自动化后仍有邮件继续发出，确实会让人非常担忧和失望。 为了不只是简单地回复一句“问题已经解决”，我希望能在这里向您完整说明此次问题发生和处理的过程。 是这样子的，SendWILL 的默认自动化模板中包含两个可以独立开启或关闭的分支：一个针对通过弹窗订阅的用户，另一个针对通过其他渠道进入的用户，其中也包括从 Shopify 导入的用户。 您当时从 Shopify 导入用户时，针对“其他渠道用户”的分支处于开启状态，因此这批导入用户满足了自动化触发条件，并提前进入了邮件发送队列。 在这种情况下，暂停自动化可以阻止后续新进入的用户继续触发邮件，但对于暂停前已经触发并进入发送队列的用户，暂停操作并不会自动取消其后续邮件。这部分已经进入队列的邮件，需要由研发团队另外进行停止和取消。 您第一次联系我们时，相关邮件正因系统的垃圾内容检测机制而被暂时限制发送。我们的专员当时将您的主要诉求理解为解除这一发送限制，因此第一时间提交了工单，请研发团队为您解除限制。 限制解除后，此前已经进入发送队列的邮件便继续发出了。这也是为什么从您的角度看，明明已经暂停了自动化，却仍然有邮件继续发送。 在另一位专员重新确认并理解您的真实诉求后，我们立即联系了研发团队。研发团队在约十分钟内手动停止了相关自动化，并取消了所有已经进入队列但尚未发送的邮件。截至昨天下午5点，该问题已经全部处理完成，之后不会再有相关邮件继续发出。 我们也重新测试了相关功能。目前自动化本身运行正常：在导入用户前关闭“其他渠道用户”对应的分支后，从 Shopify 导入的用户不会触发邮件发送。 但无论功能原本的运行逻辑如何，这次给您造成不良体验的主要原因，仍然是我们没有在第一次沟通时准确理解您的重点，也没有及时向您解释“暂停自动化”和“取消已经进入队列的邮件”之间的区别。后续沟通中，我们也没有及时确认您真正希望停止的是所有待发送邮件，最终让您等待了几个小时，并对邮件是否已经完全停止产生了持续的担忧。 这一点是我们的责任。 我已经将此次案例完整同步给支持及产品团队。后续我们会进一步优化相关功能提示、发送队列的状态说明，以及客服在处理类似问题时的确认流程，避免再次出现只处理发送限制，却没有同步确认自动化和待发送队列状态的情况。 复盘整个过程后，我非常理解您为什么会认为这个问题多次联系后仍然没有得到解决。即使研发团队在最终确认您的真实诉求后，很快完成了全部暂停和取消操作，也无法忽略前期沟通偏差给您带来的等待、担忧以及对您用户的影响。 我也非常遗憾，没有在您第一次联系时，我能直接看到并接手这个问题。如果当时我能够直接用中文向您确认，您希望取消的是所有已经进入队列的邮件，而不仅仅是解除发送限制，这些后续的误解和麻烦本可以避免。 如果您还愿意继续使用 SendWILL，我真诚地希望您可以再给我们一次为您提供服务、弥补此次体验的机会。您可以直接通过 [email protected] 联系我，之后我会亲自负责您的中文沟通和问题跟进。 如果您更习惯使用微信，也可以在邮件中将您的微信联系方式发给我。我可以为您建立一对一的专属中文服务群，由我直接协调产品和研发团队跟进您的问题，尽量避免再次因为语言或信息传递造成沟通偏差。 如果您确认目前已经没有邮件继续发出，也认可我们最终的处理结果，我们也诚恳希望您能够重新考虑此次评价。无论您最终是否修改评价，我们都会认真吸取此次教训，继续改进产品和支持流程。 再次为此次给您和您的用户带来的影响向您诚挚道歉。也真诚希望能够收到您的回复，让我们有机会把后续服务做好。 Joey 中国区客户经理 SendWILL

Hi there, This is Joey, Customer Success Manager at SendWILL. I’m truly sorry to hear that the popup did not bring the results you expected, and I completely understand your frustration. From our overall merchant data, more than 80% of stores using our popup see an email signup conversion rate around 3%–6%. However, the actual result can vary depending on traffic quality, popup timing, offer strength, design, and targeting settings. In your case, 3 signups from 582 impressions is lower than the typical performance we usually see, and we’d be happy to help review your setup and suggest improvements. Regarding pricing, the app is still currently available for free. If there are any future changes, we will make sure users are clearly informed in advance and supported through the transition. Regarding pricing, we have started sending email notices from the end of June, and the paid plans are planned to be launched around mid-to-late July. Before any official plan change takes effect, we will continue to keep users informed and provide support during the transition. If you’re open to it, feel free to contact me directly at [email protected]. I’ll personally help review your setup and see what our team can do to improve the signup performance for you. Best reagards, Joey Customer Manager SendWILL

Hi there, This is Joey from the SendWILL team. I wanted to personally follow up with you regarding the discount code issue you reported earlier. First of all, I sincerely apologize again for the concern and inconvenience this issue caused. We fully understand that discount code control is very important for your store, especially when it may affect unexpected discounts or potential revenue loss. Thank you for pointing this out to us clearly. Our development team has been treating this as a high-priority issue and has worked urgently on the optimization. The discount code logic has now been improved. Going forward, each generated discount code will create its own independent discount rule. The updated logic is as follows: 1. Each discount code is now independent and will no longer share the same discount rule with other codes. 2. The discount name will directly display as the discount code itself, for example: SW1-D911ET97SK5C710HOVM0. 3. Each discount code will be bound to a specific customer. 4. Only the assigned customer will be able to use that discount code. Other customers will not be able to redeem it. We truly appreciate your feedback, as it helped us identify and improve an important part of the discount code logic. If this update addresses your concern, we would really appreciate it if you could consider updating your review based on the latest fix and our follow-up. Of course, if there is anything else you are still concerned about, please feel free to let me know directly. I will personally follow up and do my best to help. Thank you again for your feedback and for giving us the opportunity to improve this properly. Best regards, Joey SendWILL Team

Dear ReForm Creative Home, This is Joey, the Account Manager from SendWILL. I’ve carefully gone through your review and the entire ticket history. First of all, I sincerely apologize for the experience you’ve had. I truly understand how frustrating this must have been — and I really appreciate how patient and cooperative you’ve been throughout the whole process. Regarding the unprofessional handling from our side, we’ve already conducted an internal urgent review and taken this very seriously, including internal feedback and corrective actions to ensure this won’t happen again. I’d also like to share the latest updates on the issues you mentioned: 1. Email campaign suspension: This has now been fully resolved, and your emails are sending normally. When you reached out yesterday, our dev team was unfortunately offline due to the time difference, but we addressed it first thing this morning and made sure everything is back to normal. 2. Sender name issue: I’ve escalated this to our dev team immediately, and improvements have already been applied. - For your existing automations, we’ve helped update the sender name to “ReForm Creative Home”. - For the scheduled campaign, we’ve also updated it to “ReForm Creative Home” as well. (for campaigns that have already been sent, the sender name unfortunately cannot be changed retrospectively. ) - Moving forward, any new campaigns or automations you create will automatically use your store name “ReForm Creative Home” as the default sender name. We’ve tested everything on our end and it’s working as expected — you can also give it another try on your side. Once again, I’m truly sorry for the inconvenience caused, and I genuinely appreciate you bringing this to our attention — it helped us identify and fix an important issue quickly. We really value your feedback, and it means a lot to us. If everything is now working well on your end, we’d be incredibly grateful if you’d consider updating your review to reflect the resolution — but of course, only if you feel comfortable doing so. If there’s anything else at all, please don’t hesitate to reach out to me directly([email protected]). I’ll make sure to follow through and support you every step of the way. Warm regards, Joey Account Manager SendWILL Team

Hi there, Thank you for sharing your thoughts. My name is Joey and I am the accout manager at SendWILL. I noticed you’ve been with us for a while, and I truly appreciate your support. We’re sorry to hear you feel some features are missing. Over the past year, we’ve actually evolved from a simple pop-up tool into a full-scale Email Marketing platform, adding robust features like Campaigns and Automation. Since we haven't had the chance to speak with you yet, could you please share more details about what you're looking for? If it’s a feature we can support, our team is fully committed to developing it. Please reach out to me at [email protected] . I'll definitely try my best to coordinate with our tema and make this right for you! Please do kindly let me know, thank you. Best regards, Joey Account Manager SendWILL Email Popup

Hi Coral Strands, We take security and the integrity of our app extremely seriously, and we were concerned to see your feedback. However, after a thorough internal audit, we would like to clarify a few technical facts to address this misunderstanding. Our app is equipped with multiple layers of industry-standard protection, including reCAPTCHA (bot protection), Double Opt-in, and advanced front-end encryption. These features are specifically designed to block the exact "spam bot" activity you described. Furthermore, we have no other reports of similar issues from our global user base, which confirms that our security protocols are functioning as intended. Often, automated bots target standard, unprotected Shopify forms (such as native login or footer sign-ups) that lack these advanced defenses. Since we have no record of you contacting our support team prior to this review, we haven't had the chance to help you identify the true source of these bot registrations. We would appreciate the opportunity to review your store's logs alongside our security team to help you identify the exact source of this activity. Please reach out to us at [email protected] so we can provide the clarity and support you need. Best regards, SendWILL Team

Hi there, Thank you for your honest feedback. I’m truly sorry that our previous conversation with support left you feeling misled—that was never our intention. While we don't have a standalone "Import" button inside the app dashboard, we actually do support subscriber lists through Shopify Customer Segments. This allows you to use all your existing Shopify data seamlessly in our campaigns without double-handling files. It sounds like we didn't explain this workflow clearly enough during your initial setup. We would value the opportunity to make this right and help you launch your first campaign. Could you give us one more try? Best regards, SendWILL Team

Hi there, Thank you for your feedback! We’re so glad to hear you initially had a great experience with our app. Regarding the popup issue you mentioned back in January, we actually sent a follow-up email to your team shortly after your review to help troubleshoot the cause (which is often related to Shopify theme updates or script conflicts). We haven't heard back from you yet, but we’d still love to get this resolved! Our offer still stands: If you're still using the app or would like to give it another try, please reply to our previous email or contact us at [email protected]. We can usually fix these types of display issues in a matter of minutes once we have access to the store's diagnostic info. We really hope to help you get those popups back live soon. Best regards, SendWILL Team

Hi there, We are sincerely sorry for the frustration this has caused. As a free app, our goal is to help merchants grow without extra costs, and we hate to hear that your experience during migration was anything but smooth. To clarify the "block": Our system automatically pauses flows when high bounced contacts (280 in this case) are detected. This isn't to slow you down, but to protect your store's domain reputation. If we allowed emails to be sent to invalid addresses, your domain could be blacklisted by Gmail/Outlook, which would permanently damage your email deliverability and future sales. Regarding the support delay and editor speed, we sincerely apologize. We are a small team dedicated to keeping this app free for the community, and we are working hard to improve our response times and app performance. We want to ensure you get the best results. Please reach out to us at [email protected]—we’d like to manually review your list and help you clean those bounced contacts so you can get your automations back online safely and quickly. Best regards, SendWILL Team

Hi there, Thank you for your feedback from last July. As part of our 2026 Service Quality Review, we are looking back at historical concerns to ensure every merchant's voice—past or present—is heard and addressed. We sincerely apologize that our communication regarding Data Permissions caused you concern back then. We realize that seeing a request for "Customer & Order" data after a few weeks of use can feel sudden if not properly explained. To provide clarity for you and our current community: In July 2025, we were transitioning SendWILL from a simple popup tool into a full Email Marketing & Automation suite. To power essential growth features like Abandoned Cart recovery and Customer Segmentation, Shopify requires these specific permissions so the app can sync lists and trigger automated emails. Since your review, we’ve made transparency our priority: Clearer Onboarding: Our 2026 version now explains the "Why" behind every permission during the initial setup to avoid any surprises. Security Standards: We strictly adhere to Shopify’s latest security protocols, using data only to power your specific automations. While we understand you've likely moved on, we wanted to ensure your concerns were met with a professional explanation. We’ve worked hard to make SendWILL a transparent, secure, and high-performance partner for Shopify stores. We wish you and your business continued success! Best regards, The SendWILL Team