Joy Loyalty Program & Rewards

Hi there, This is Liz from Joy Support Team. Thank you for reaching out and sharing your concerns regarding Joy app's billing. I’d like to provide further clarification regarding the billing and status of the app. 1. Free vs. Paid Plans: Our app offers both Free and Paid plans (Pro, Advanced, and Enterprise). Your account was on the Pro plan ($29 monthly), which includes advanced features. While deactivating the app may limit its functionality, it does not automatically revert to the Free plan or stop charges. 2. App Billing and Deactivation vs. Uninstallation: While the app may have been deactivated on your store, it was not uninstalled and the charge was not canceled. Shopify’s billing system considers an app to be in use as long as it remains installed on the store, regardless of whether its features are actively used or deactivated. To stop subscription charges, the app must be uninstalled from your store. Here is a document on the app's charges for your reference: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps 3. Clarification on Deactivation: Deactivating the app disables its functionality on your storefront or admin but does not sever its connection to your Shopify store. This preserves your data and configurations for future use and keeps the app available for reactivation. 4. No Transactions Recorded: We’ve reviewed the app’s activity on your store and confirmed that there were no transactions during the specified period since this May 2024. However, as you were still on the Pro plan and the app was installed, subscription charges were generated by Shopify. I hope my explanation clarifies any confusion. And I've sent a follow-up email to your email address. Hope to hear from you soon! Best regards, Liz Joy Support Team Update 21/12/24: We're pleased to hear that everything has been resolved. Should you have any further questions, don't hesitate to reach out at any time.

Thank you so much for your review! We’re thrilled to hear that everything is now working well for you. Your satisfaction is our top priority, and we truly appreciate the opportunity to address your concerns and resolve any issues you experienced. If there’s anything else we can do to further enhance your experience, please don’t hesitate to reach out. Thanks again for trusting Joy Rewards & Loyalty Program for your store. We’re here to support you every step of the way!

Hi SKINICIAN, Thank you for such a wonderful compliment about our support team! I'll make sure both Damian and Andrew know how much you appreciated their quick assistance today. We pride ourselves on providing efficient help when you need it, and it's great to hear we're consistently meeting that standard. We're grateful for your continued trust in Joy for about a year now and look forward to supporting your skincare business's loyalty program! Warm regards, The Joy Loyalty Team

Hi LISA MARIE BOUTIQUE, Thank you for your wonderful review! I'm thrilled to hear you're loving the app. I'll make sure Sonny knows how much you appreciated his patience and knowledge with all your questions - you're never a pain, that's what we're here for! We're excited to see how your customers respond to your loyalty program over the coming months. We're always just a chat away whenever you need more help! Warm regards, The Joy Loyalty Team

Hi Kaotic Kreations, Thank you for your feedback! I'm glad Tracy was able to quickly resolve the issue with your customers' loyalty account access. Ensuring your customers can seamlessly interact with their rewards is so important, and we're happy our team could provide that timely support. We appreciate your continued trust in Joy for about a year now and look forward to supporting your loyalty program's success! Warm regards, The Joy Loyalty Team